Service & Support Apps (13%)

Question 1

What configuration action should be performed to ensure every case gets assigned to a valid Owner?

Answer 1

Define the Default Case Owner in Support Settings.

Question 2

Support representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case. What should a system administrator define to implement this requirement?

Answer 2

A case assignment rule to associate the case team

Question 3

What is a potential benefit of using Suggested Solutions?

Answer 3

Reduced support costs

Question 4

What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?

Answer 4

Partner Site using Experience Cloud

Question 5

A system administrator enables Case Feed Actions and Feed Items in Support Settings. With the appropriate profile permissions enabled, what change will users see?

Answer 5

Cases will use feed layouts rather than standard page layouts.

Question 6

Ursa Major Solar 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?

Answer 6

Assignment Rules and Queues

Question 7

Web-to-case

Answer 7

Gather customer support requests directly from your company’s website and automatically generate new cases with web-to- case.

Question 8

Sites using Experience Cloud (formerly Salesforce Communities)

Answer 8

Sites using Experience Cloud provide provide a way for employees, customers, and partners to connect in one place. Companies can collaborate and communicate outside of the company with people who are key to the business.

Question 9

Assignment Rules

Answer 9

Define conditions that determine how leads or cases are processed.

Question 10

Auto-response Rules

Answer 10

Send automatic email responses to lead or case submissions based on the record’s attributes.

Question 11

Salesforce Knowledge

Answer 11

Salesforce Knowledge lets you create and manage a knowledge base with your company information and securely share it when and where it’s needed.

Question 12

Case Escalation Rules

Answer 12

Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.

Question 13

The customer support manager at Ursa Major Solar has received feedback from customers that they’re not being notified when Ursa Major Solar’s support reps add comments to their support case. The customer support manager needs a way to automatically email the customer when her team adds a comment to a case. How should the system administrator configure the Salesforce org for an email to be automatically sent to a customer when the support rep adds a comment to the case?

a. Enable case comment notifications to contacts.
b. Add the comment to the case Chatter feed.
c. Include the customer in the assignment rule.
d. Set the customer as the automated case user.

Answer 13

a. Enable case comment notifications to contacts.
Correct. Enabling the case comment notification to contacts feature allows a customer to be notified when a comment is added to their support case.

Question 14

Ursa Major Solar provides various levels of customer support. The VP of support wants an automated way to notify the support team when an unresolved case has been open for over 4 hours. Which feature should be used to alert support managers when a case has been open for more than 4 hours?

a. Case queues
b. Auto-response rules
c. Escalation rules
d. Case assignment rules

Answer 14

c. Escalation rules

Correct: Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.

Question 15

Ursa Major Solar has noticed an uptick in support cases that could be resolved easily if the customers had access to the proper documentation. So, Ursa Major Solar wants to create a knowledge base where articles can be classified into categories. What are two benefits of using Data Categories with Salesforce Knowledge? (Choose two answers.)

a. Article owners can track views.
b. Articles can be classified into groups.
c. Article access can be controlled.
d. Articles can be referenced in Chatter posts.

Answer 15

b. Articles can be classified into groups.
Correct. Data Categories with Salesforce Knowledge allows articles to be classified into groups, which makes the articles easier to find.

c. Article access can be controlled.
Correct. Data Categories with Salesforce Knowledge allows controlled article access For example, US users could be limited to knowledge articles specific to US products, while European users have access only to knowledge articles regarding products exclusive to Europe

Question 16

Ursa Major Solar is looking to reduce support costs by allowing customers to work together to answer one another’s questions and solve problems. Which feature should a Salesforce administrator use to allow its customers to interact with each other and share best practices?

a. Sites using Experience Cloud (formerly Communities)
b. Campaigns
c. Omni-channel
d. Mass emails

Answer 16

a. Sites using Experience Cloud (formerly Communities)
Correct. Sites using Experience Cloud are a great way to share information and collaborate with people who are key to your business processes, such as customers, partners, or employees This also includes collaboration between customers.