Unit2 Prep for Service and Support Applications Flashcards
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?
ENABLE CASE COMMENT NOTIFICATIONS TO CONTACTS.
Enabling the case comment notification to contacts feature allows a customer to be notified when a comment is added to their support case.
Ursa Major Solar provides various levels of customer support based on the terms of the customer’s support level agreement. The VP of support wants an automated way to notify the support team when an unresolved case may violate the support level agreement.
Which feature should be used to alert support managers when a case is in jeopardy of violating the customer’s support level agreement?
ESCALATION RULES
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
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.)
ARTICLES CAN BE CLASSIFIED INTO GROUPS.
Data Categories with Salesforce Knowledge allows articles to be classified into groups, which makes the articles easier to find.
ARTICLE ACCESS CAN BE CONTROLLED.
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.
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?
COMMUNITIES
Communities 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.
What configuration action should be performed to ensure every case gets assigned to a valid Owner?
Define the Default Case Owner in Support Settings.
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?
A case assignment rule to associate the case team
What is a potential benefit of using Suggested Solutions?
Reduced support costs
What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?
Lightning Partner Community
A system administrator enables Case Feed Actions and Feed Items in Support Settings.
With the appropriate profile permissions enabled, what change will users see?
Cases will use feed layouts rather than standard page layouts.
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?
Assignment Rules and Queues
Web-to-case
Gather customer support requests directly from your
company’s website and automatically generate new
cases with web-to-case.
Salesforce Communities
Salesforce Communities 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.
Assignment Rules
Define conditions that determine how leads or cases are processed.
Auto-response rules
Send automatic email responses to lead or case
submissions based on the record’s attributes.
Salesforce Knowledge
Salesforce Knowledge lets you create and manage a
knowledge base with your company information and
securely share it when and where it’s needed.
