(Service and support applications 13%) Review

Question 1

what is a case process?

Answer 1

A case process is a support process that defines the stages different case may go through in their life cycle.

Question 2

when would you use case comments versus the case feed?

Answer 2

when you want to track comments made by customers, not just internal comments

Question 3

what can you set in case settings

Answer 3

default case owner, notifications and when they are sent, and templates used for notifications

Question 4

what are come case key fields?

Answer 4

status to define where in the life cycle the case is, case type, case reason, case priority , case origin.

Question 5

what are the ways cases can be captured on salesforce?

Answer 5

cases can be manually created by users onto a case record page, or be automatically captured when admins set up web-to-case, email-to-case or on-demand email-to-case, customers may create cases from a community, customer portal, self-service portal or chatter answers.

Question 6

what are the case automation tools available?

Answer 6

case queues, auto response rule, escalation rules, assignment rules, macros

Question 7

what is the purpose of case teams?

Answer 7

case teams are set up so users can take on predefined roles and work together to close a case

Question 8

what are the basic capabilities of a customer community?

Answer 8

allows layers of access for users to manage cases, access solutions and knowledge, ideas, answers, documents content custom objects and reports; functionality is similar to the service cloud

Question 9

what are the basic capabilities of a partner community?

Answer 9

allows access for partners to leads and opportunities to collaborate on sales opportunities(sales cloud), as well as including the functionality available in the customer community (service cloud).

Question 10

how do chatter questions work?

Answer 10

users can ask questions in a feed, in groups or records and get an answer either by viewing a similar question/answer, suggested knowledge article or another user’s reply. the best answer can be selected

Question 11

what are ideas?

Answer 11

only for salesforce classic. Ideas allow users to make suggestions related to a zone or theme. other users can comment, promote or demote

Question 12

what are the user interface options when creating a community?

Answer 12

a community can use a predefined template. it can use standard salesforce tabs and visual force or it can be totally custom visualforce pages

Question 13

which feature license is required to setup salesforce knowledge?

Answer 13

knowledge user

Question 14

where is knowledge accessible?

Answer 14

channels define the visibility of an article and can be set to internal, customer community, partner community or public website.

Question 15

what are article types?

Answer 15

article types are containers for different types of articles, such as FAQ and instructions. Articles types can have different templates and page layouts

Question 16

which app can be created to allow support agents to manage multiple case records on a single screen in salesforce?

Answer 16

service console app

Question 17

which widgets can be used to attach an article to a case?

Answer 17

article, article case feed and knowledge one widgets

Question 18

which lightning object is used in salesforce to create a detailed description of a customer is and its resolution

Answer 18

knowledge

Question 19

which salesforce features can be used in an email to a customer by a support agent in order to improve efficiency?

Answer 19

email template, quick text, and merge fields

Question 20

what can an employee community be used for?

Answer 20

giving employees access to onboarding, training, recruiting, ticketing, human resource enquires, etc.

Question 21

what are some of the features that can be accessed by partners in partner community

Answer 21

streamlined onboarding, lead qualification, lead distribution, opportunity management, deal registration, quoting etc.

Question 22

what can be used to grant a high-volume community user access to any records associated with their contact?

Answer 22

sharing set

Question 23

how can customers fin solutions in a customer service community?

Answer 23

by gaining access to the company’s knowledge base, support agents, and pee-to-peer support

Question 24

which type of field can be used to link leads to article versions?

Answer 24

lookup relationship

Question 25

which type of access allows a partner user to access data owned by other partner users who have the same role or a role below them?

Answer 25

super user access

Question 26

what can be used to search for articles in lightning experience

Answer 26

global search and knowledge component

Question 27

which type of case fields can be used for data category mapping

Answer 27

text and picklist fields

Question 28

what can be made required for web-to-case to ensure that irrelevant or unwanted cases are not generated

Answer 28

reCAPTCHA verification

Question 29

what are marketing development funds (MDF)?

Answer 29

they are granted by a company to channel partners so that they can market the company’s products