Service and Support Applications

Question 1

What 2 benefits of using Data Categories with Salesforce Knowledge are there?

Answer 1

Can be classified into groups which makes them easier to find & access to articles can be controlled (for example, some articles might be geographically specific)

Question 2

Sites using Experience Cloud (formerly Communities)

Answer 2

share info and collaborate with key people such as customers, partners or employees. These also allows collaboration between customers

Question 3

How can you ensure every case gets assigned to a valid owner?

Answer 3

Define default case owner in support settings

Question 4

What should you define to ensure a certain group gets associated with each new case?

Answer 4

A case assignment rule to associate the case team

Question 5

How could a company give its resellers a way to track their leads and opptys?

Answer 5

Partner site using experience cloud

Question 6

If a system admin enables case feed actions and feed items in support settings, what change will occur for users with the appropriate profile permissions?

Answer 6

They will see the case feed layout instead of the standard page layout

Question 7

Assignment rules

Answer 7

Define conditions that determine how leads or cases are processed