Service & Support Applications Flashcards
Universal Containers wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact’s location.
What should the System Administrator use to set this up?
A. Assignment Rules and Queues
B. Territory Management and Teams
C. Auto-responses Rules and Profiles
D. Automated Notifications and Groups
A. Assignment Rules and Queues
Correct. Assignment rules automate support processes. Queues prioritize, distribute, and assign records to teams who share workloads.
Ursa Major Solar uses the following:
Private data access model for cases
Support agents, who own cases
Product specialists who occasionally need access to cases in their product line
What are two actions that will allow the appropriate access in this scenario?
Choose 2 options.
A. Administrators configure pre-defined case teams and assignment rules.
B. Case owners manually add product specialists to ad hoc case teams.
C. A case escalation rule assigns ownership to product specialists.
D. Case owners configure pre-defined case teams.
A. Administrators configure pre-defined case teams and assignment rules.
Correct. A case team is a group of people that work together to solve cases.
B. Case owners manually add product specialists to ad hoc case teams.
Correct. A case team is a group of people that work together to solve cases.
Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means.
Which two options should they consider?
Choose 2 options.
A. Generate Web-to-Case HTML code to add to the website
B. Adding a link for Auto-Response Rules for Solutions
C. Adding a link to a specified routing address for Email-to-Case
D. Implement a Lightning Partner Community with Knowledge
A. Generate Web-to-Case HTML code to add to the website
Correct. Gather customer support requests directly from a website and automatically generate new cases with Web-to-Case. Setting up Web-to-Case involves enabling the feature, choosing settings, and adding the Web-to-Case form to your website.
C. Adding a link to a specified routing address for Email-to-Case
Correct. Set up Email-to-Case to efficiently resolve customer issues. Salesforce automatically creates cases and auto-populates case fields when customers send messages to the specified email addresses.
What two valid assignee options should an administrator use to configure case assignment rules?
Choose 2 options.
A. Queue
B. Public group
C. Case team
D. User
A. Queue
Correct. User and queue can be assigned to a case.
D. User
Correct. User and queue can be assigned to a case.
The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.
In which two locations can the System Administrator implement customer-facing email templates with respect to Cases?
Choose 2 options.
A. Support Reps’ Send Email options
B. Owner Assignment Notifications
C. Case Escalation Notifications
D. Case Auto-response Rules
A. Support Reps’ Send Email options
Correct. These options let you create email templates for support users.
D. Case Auto-response Rules
Correct. Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes.
An administrator at Ursa Major Solar is setting up case feed.
What should the administrator consider?
A. The Service Cloud user feature license is required for case feed.
B. The Use Case Feed permission is automatically active for all profiles.
C. By default, the case feed replaces the standard case detail page.
D. Chatter feed tracking must be enabled for the case object.
D. Chatter feed tracking must be enabled for the case object.
Correct. 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.
Ursa Major Solar needs a case to be automatically created.
Which three features can an administrator use to accomplish this goal?
Choose 3 options.
A. Email-to-case
B. Lightning for Outlook
C. SMS-to-case
D. Process Builder
E. Web-to-case
A. Email-to-case
Correct. Setup Web-to-Case or Email-to-Case to automatically capture cases from your website and customer emails.
D. Process Builder
Correct. Configure a process to create records automatically with process builder
E. Web-to-case
Correct. Setup Web-to-Case or Email-to-Case to automatically capture cases from your website and customer emails.
Ursa Major Solar needs to ensure compliance with a platinum service level agreement; therefore, cases that stay in the Tier 2 queue for longer than 4 hours must be re-assigned to the Tier 3 queue.
Which Salesforce feature should be used to fulfill this requirement?
A. Case escalation rule
B. Case assignment rule
C. Case comments
D. Auto response rule
A. Case escalation rule
Correct. Case escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
Universal Containers uses an Auto-numbering system to uniquely identify each support request. They want customers to know this number as soon as possible.
Which two features should the System Administrator implement to allow customers have quick access to this information?
Choose 2 options.
A. Case Feed Layout Actions
B. Case Comment Notifications
C. Auto-response Rules
D. Self-service Portal
C. Auto-response Rules
Correct. Auto-response rules let you automatically send email responses for case submissions based on the record’s attributes.
D. Self-service Portal
Correct. A self-service portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service representative.
Support Representatives at Universal Containers want the same Technical Engineer group to be associated with each new Case.
What should a System Administrator define to implement this requirement?
A. A Default Case Team on each Account record
B. A Default Case Team on each User’s record
C. A Case Assignment Rule to associate the Case Team
D. A Workflow Rule to add the Case Team
C. A Case Assignment Rule to associate the Case Team
Correct. Assignment rules automate support processes. Create case teams to help groups of people work together to solve cases.
Support Representatives at Universal Containers want the same Technical Engineer group to be associated with each new Case.
What should a System Administrator define to implement this requirement?
A. A Default Case Team on each Account record
B. A Default Case Team on each User’s record
C. A Case Assignment Rule to associate the Case Team
D. A Workflow Rule to add the Case Team
C. A Case Assignment Rule to associate the Case Team
Correct. Assignment rules automate support processes. Create case teams to help groups of people work together to solve cases.
Ursa Major Solar tracks both user issues and customer issues.
A user issue can be logged as: new, waiting for reply, closed
A customer issue can be logged as: new, working, closed
An administrator needs to track both case types. Which features should be used?
A. Page Layouts and Record Types
B. Workflows and Automated Case Users
C. Page Layouts and Process Builder
D. Record Types and Support Processes
D. Record Types and Support Processes
Correct. Record types let you offer different business processes, picklist values, and page layouts to different users.
Ursa Major Solar (USM) has a Web-to-Case form on its Lightning Customer Community. USM wants to separate Cases into the following product categories:
Residential
Lots/Land
Commercial
USM has added a picklist field to store this data.
How can the Case be automatically placed in the correct queue upon submission?
A. Create an Escalation Rule entry for each picklist value and set to zero minutes.
B. Create Record Types for each picklist value and a Business Process to move each Case to the correct Queue.
C. Create Assignment Rules based on the picklist values to move Cases to a Queue.
D. Create Record Types for each picklist value and assign to each product team’s profile.
C. Create Assignment Rules based on the picklist values to move Cases to a Queue.
Correct. Assignment Rules define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.
High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a queue called “High Priority Queue.”
An administrator needs to configure the case management process to implement this requirement.
How should the administrator achieve this goal?
A. Create a case milestone to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
B. Create an assignment rule to assign all cases where status = high to the high priority queue.
C. Create an escalation rule to assign all cases where status = high to the high priority queue based on when the case is created.
D. Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
D. Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
Correct. Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. Use age to track when the last response on the case was.
Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customers log them from an automated channel?
A. Assignment rules
B. Workflow field update
C. Case escalation rules
D. Case team routing
A. Assignment rules
Correct. Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues.
