Basic Administration Flashcards
What are the four main components (benefits) of Service Setup?
- Guided setup flows
- Service metrics
- Recommended setup
- Setup tree
https://trailhead.salesforce.com/content/learn/modules/service_lex/service_lex_connect?trailmix_creator_id=strailhead&trailmix_slug=prepare-for-your-salesforce-service-cloud-consultant-credentiale
What are the four stages in the setup process for Service Cloud?
- Case management
- Channels
- Knowledge base
- AI and Bots
https://trailhead.salesforce.com/content/learn/modules/service_lex/service_lex_connect?trailmix_creator_id=strailhead&trailmix_slug=prepare-for-your-salesforce-service-cloud-consultant-credential
What do Queues do?
Automatically prioritize your support team’s workload by creating lists from which specific agents can jump in to solve certain types of cases.
Define
Assignment Rules
Automatically assign incoming cases to specific agents so that the right people work on the right cases.
Define
Escalation Rules
Automatically escalate cases to the right people when the cases aren’t solved by a certain time.
Define
Auto-Response Rules
Automatically send personalized email responses to customers based on each case’s details.
What’s the best case automation tool when
support agents work as a team on specific issues
Queues
What’s the best case automation tool to use when
Agents have special skills or products
Assignment Rules
What’s the best case automation tool to use if
Cases need to be escalated if they’re not solved by a specific time
Escalation Rules
What’s the best case automation tool to use if
Customers should receive automatic responses
Auto-response rules
Describe
Page layout editor
Customize a case page’s contents, like the fields and buttons that appear on the page, along with what is visible to whom. Additionally, customize the structure of the page, and the position of its components, with the Lightning App Builder.
Describe
Email Templates
Create email templates to save time and standardize communications sent to customers from cases. Automate information on emails with merge fields. Templates are automatically available to anyone in the org.
Describe
Entitlement Management
Provide the correct level of support for customers. Define, enforce, and track service agreements and service contracts as part of an overall support management process.
Describe
Omni-Channel
Manage support agents’ priorities and their capacity to take on work items so that they’re given only the number of assignments that they can handle. Route all assignments to the correct agents so that they no longer have to choose work assignments manually from a queue.
Describe
Macros
Help support agents automatically complete repetitive tasks on cases, such as selecting the right email templates, so that they can spend time doing more important things.
