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Salesforce ADMIN -201-Winter2021 > Service Cloud & support > Flashcards

Service Cloud & support Flashcards

1
Q

What is Service Cloud?

A

Service Cloud is an easy-to-use customer service application

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2
Q

What is the Service Cloud application composed of?

A
  • Service Console
  • Case Management
  • Channels & Digital Engagement
  • Automatic Workflows
  • Knowledge Base
  • Instant Metrics
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3
Q

What is the Service Console?

A

At the heart of Service Cloud, The console is a help desk that lets anyone on your service team (or anyone at your company) see a personalized view of each customer and their case

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4
Q

What is Case Management?

A

Management of Case records stored to track and describe a customer issue, complaint, request.

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5
Q

What information about a customer is stored on a case?

A

account, contact, product, and history data

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6
Q

What services do Channels & Digital Engagement provide in the Service Cloud?

A

It allows reception of customer cases as well as track multi-channel communication from the console for the support group. Channels are email, phone call, web chat, social media, or text message

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7
Q

What can Automatic workflows do in Case management?

A
  • Assign a new case immediately to the right user or queue
  • Generate notifications, for reminders, required responses
  • Generate escalation rules
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8
Q

What is Knowledge Base?

A
  • For support team: Find, share, and store articles or answers related to cases to speed up service.
  • Or, let customers find answers on their own from your self-service help centers or portals.
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9
Q

What is “Service metrics” for Service Cloud?

A

Delivers Instant Metrics about cases.

to gauge your business’s response times, resolution times, and overall service health.

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10
Q

Accessibility for Service Cloud

A

Provide Customers and team members working with assistive technology, such as speech recognition software and screen readers.

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11
Q

What is the Service Cloud?

A. An easy-to-use customer service application

B. A customer service application for Lightning

C. A console available on the Salesforce platform

D. A feed to track customers in Lightning

A

A. An easy-to-use customer service application

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12
Q

What are key benefits of the Lightning Service Console?

A.Preconfigured service lists, feeds, and articles

B.Out-of-the box support and customer history

C.Preconfigured pages and productivity tools for service

D.Click paths for better service and more productivity

A

C. Preconfigured pages and productivity tools for service

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13
Q

To update a customer case with a comment:

A.Select a case from the Cases tab, and share a post.

B.Create a case and contact, then click Save.

C.Click the Comment on Case icon.

D.Select a case from the Cases tab, and click Update.

A

A.Select a case from the Cases tab, and share a post.

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14
Q

Where does an admin setup the Service consol services?

A

Service Setup
is where you connect your customers to your service center.

Once in the Service Consol app, simply click on setup to arrive on the dashboard page of service setup

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15
Q

What options of customizations can be found in Service Setup?

A
  • Add support team users
  • Customize case status
  • Set up email-to-case
  • Set up and track Support KPIs (Service metrics)
  • Knowledge base
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16
Q

How can the Service Console productivity tools and visuals be personalized?

Add logo, colors…?

A

In the service setup Home, search App Manager.

(Click the arrow drop-down next to your Service Console (Lightning Service) app, and click Edit.)

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17
Q

What are two key benefits of Lightning Service Setup?

A.Prompts and social media flows

B.Recommendations and flows

C.Email metrics and home tab

D.Service metrics and setup flows

A

D.Service metrics and setup flows

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18
Q

To get to Lightning Service Setup:

A.Click the Setup icon.

B.Click App Manager in Setup.

C.Click the gear icon, then Service Setup.

D.Click Edit next to Lightning Service.

A

C.Click the gear icon, then Service Setup.

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19
Q

The second stage in the setup process for Service Cloud is to:

A.Add all case management features.

B.Add channels so that your team can respond to customers.

C.Set up queues, escalation rules, and auto-response rules.

D.Set up a knowledge base or artificial intelligence features.

A

B.Add channels so that your team can respond to customers.

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20
Q

What are the stages of the General Setup Process?

A
  1. Automate case management
  2. Add multiple channels
  3. Capture knowledge
  4. Expand efficiencies with AI
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21
Q

What are the 4 Case Management Tools?

A
  1. Queue
  2. Assignment rules
  3. Escalation Rules
  4. Auto-response Rules
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22
Q

What automatization rule should be used if:

Support agents work as a team on specific issues?

A

Queue

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23
Q

What automatization rule should be used if:

support agents work on specific products or have special skill sets?

A

Assignment Rules

24
Q

How many Case Assignment Rules can be active at the same time?

A

Only 1

You can create multiple rules, but only one rule can be active at a time.

25
Q

When creating time-sensitive case escalation rules what timeline should be set up?

A

the Default org’s Business hours can be used, or a specific opening business hour can be added. Ex. 24/7 for VIP support

26
Q

Planing Digital engagement for email

Service Cloud has two ways to turn emails into cases

What is the most secure?

A

A downloadable email agent is used behind firewalls for orgs with specific security policies and attachments larger than 25 MB

Require to call Salesforce support to setup

27
Q

Planing Digital engagement for email

Option 2: On-Demand Email-to-Case

A

Directly setup from the Service Setup

28
Q

What are the steps to set up web-to-case?

A
  1. Enable Web-to-Case
  2. Decide which case fields display on the form;
  3. Choose an auto-reponse template
  4. Generate the HTML for the form;
  5. Place the HTML on the website
29
Q

Where do you set up Salesforce knowledge?

A

In the service Console app, go to “Service Set up”

In the “Service Setup” Home page: Click “Knowledge Setup” to enable knowledge, add users, setup knowledge base…

30
Q

While setting up a new support process, where do you Customize the Case Status tiles?

A

In the Service Setup/ Under recommended Setup/ click Customize Case Status tile

31
Q

Where do you create new Support Processes?

A

Service Setup/ Support Processes

32
Q

While creating a new support process, how can you customize the products’ picklist?

A

Service Setup/ under the Recommended Setup/ Click to Customize.

Select the Case object / Fields & Relationships and click Product, add the products to the Value related list

33
Q

While creating a new support process, how can you customize the Case type’ picklist?

A

Service Setup/ under the Recommended Setup/ Click to Customize.

Select the Case object / Fields & Relationships and click Type, customize the picklist under Case Type Picklist Values?

34
Q

where do you customize the Case Page Layout?

A

In the Service Setup/ under the Recommended Setup/ Click to Customize.

Select the Case object / Fields & Relationships and click Case Page Layout

35
Q

once created several Support Processes and Case Page Layouts, what should you do to ensure they are seen and assigned to the correct Record Type?

A

Always remember to Apply the Support Processes and case page layout to a new or existing Record Type

36
Q

Define the process of creating a Case Queue

A

Service Setup/Queues

Assign it to a Case Assignment Rule

37
Q

Define the process of creating a Support Process

A
  • Service Setup/ Support Processes
  • Associate it with one or more Profile
  • Associate it with a record type in the Case object
38
Q

Define the process of creating a Case Page Layout

A
  • Service Setup/ Object Manager / Choose the Case Object / Case Page Layout
  • Associate it with one or more Profile
  • Associate it with a record type
39
Q

Define the process of creating a Case Assignment Rule

A
  • Service Setup/ Case Assignment Rules
  • Add the criteria under the Rule Entries
  • Assign it to a Queue or a user
  • Optional Assign an email template
40
Q

How does the admin ensure that cases are automatically routed to the correct teams?

A

By setting up case queues and assignment rules

41
Q

The Support Director wants to ensure that they have a way to catch cases that are open for an extended period of time and that they are escalated to a team that deals with the high priority cases. What does the admin should do?

A

Create a Case Escalation Rule

42
Q

What is the process to create a Case Escalation Rule?

A

Service Setup/Escalation Rules

In the Rule Entry, determine the criteria, set business hours

Under the escalation, Action assign user or Queue

43
Q

When salesforce.com triggers an escalation rule, its time-dependent actions are placed in the case escalation queue.

Where can you monitor this queue?

A

Setup/ Case Escalations

& Search

44
Q

Classic Email Template Availability in Service Setup

A
  • Can be used in both Salesforce Classic and Lightning Experience.
  • Approvals / Big Deal Alert Cases / Case Assignment Rules /Case Escalation Rules /Experience Cloud Sites / Email To Case / Lead Assignment Rules / Process Builder / Web To Lead / Workflow / Lightning Email Action (in Lightning Experience only) / Salesforce Classic Email Author (in Salesforce Classic only)
45
Q

What is “Entitlements”?

A

Entitlements help reps understand the level of service customers are entitled to based on their Service Level Agreements (SLA).

Set up service contracts (SLA) and create entitlements to detail the level of support each customer should be receiving.

46
Q

Where do you access Entitlements Management?

A

Service Setup / Entitlement Settings

Entitlement Management must be enabled first

47
Q

What does Entitlements Management include?

A
  • Entitlement Processes
  • Entitlement Settings
  • Entitlement Templates
  • Milestones
48
Q

How do you add the Entitlements and Service Contracts Tab to the service app?

A
  • Service Setup/App Manager → Lightning Experience App Manager → Select the service app then edit
  • Modify Page Layouts to Include Entitlements for the Service Contract object
49
Q

What are called the steps tracked within a timeline of an entitlement process?

A

Milestones

50
Q

What are the Milestones in an Entitlement process?

A
  • The first milestone to create is the first response milestone to indicate how quickly your support team should be responding to a case initially.
  • The second milestone is the resolution time milestone which indicates how quickly a case should be resolved.

These milestones should be created before creating the entitlement process

51
Q

Where do you create Milestone?

A

Service Setup / Milestones

52
Q

What are the steps to create a full Entitlement process?

A
  1. Create Milestones: represent time-dependent steps in your support process, like case resolution times or support response times.
  2. Add the milestones to an entitlement process to apply milestones to a customer case or work order,
  3. Then, you can apply the process to customer entitlements and create cases or work orders from them.
53
Q

How to create Service Contracts with Entitlements?

A
  1. App Launcher / service app / Service Contract Tab/new
54
Q

A System Administrator wants to implement a feature for call recording to monitor customer service quality using Salesforce Service Cloud. Which two statements regarding call recording should be considered when implementing this requirement?
A. Call recording is a native feature available with Salesforce by default.
B. Call recording is a feature that will not work with Salesforce Service Cloud.
C. Call recording is a feature of some add-on products from the AppExchange.
D. Call recording is a feature that a developer might create with Salesforce App Cloud.

A

C. Call recording is a feature of some add-on products from the AppExchange.
Correct. Use AppExchange to find solutions for complex processes.
D. Call recording is a feature that a developer might create with Salesforce App Cloud.
Correct. Use a developer to code to create solutions for complex processes.

55
Q

What should the administrator consider when setting up case feed?

A

Chatter feed tracking must be enabled for the case object.

Enabling Case Feed actions and feed items gives your users access to both standard actions they’ll need when working with cases, such as Email and Change Status, and to feed items related to those actions.

56
Q

Which Salesforce feature allows to create multi-language responses in the service cloud?

A

Solution & Knowledge

Salesforce ADMIN -201-Winter2021 (14 decks)

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