Part 2 Flashcards Preview

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Flashcards in Part 2 Deck (21):
1

To setup entitlement process, what must you do?

A: Set up Service Contracts with Contract Line Items
B: Specify actions that you'll add to you entitlement process
C: setup milestones that you will add to the entitlement process
D: Delete all pending actions in the entitlement process queue

C: setup milestones that you will add to the entitlement process

2

To create an entitlement process, you must complete the following:

1: Name | Setup Customize | Entitlement Management | Entitlement Processes
2: Click New Entitlement Process
3: Enter a name and description
4: Select the Active Checkbox to enable the process
5: Choose the criteria from cases to enter and exit the entitlement process
6: Click Save

3

An Administration must select milestones from an existing list of available milestones
A: True
B: False

B: False, you can select existing or create new milestones

4

Which actions can you add to a milestone
A: Success Actions
B: Repeat Actions
C: Warning Actions
D: Violation actions

A: Success Actions
C: Warning Actions
D: Violation actions

5

You can cancel pending actions in the entitlement process queue
A: True
B False

A: True, you can cancel pending actions in the entitlement process queue

6

Entitlement Models (explain)
A: Entitlements Only
B: Entitlements with Service Contracts
C: Entitlements with Services Contracts and Line Items

A: Entitlements Only
Basic Web Support with no service contracts
B: Entitlements with Service Contracts
Manages Individual customer entitlement through a service contract
C: Entitlements with Services Contracts and Line Items
sells Premuim customer support separately from its line of printers

7

What is the first step before setting up entitlements?
A: Specify the entitlements- related lookup filers on cases
B: Enable entitlement management
C: setup service contracts
D: Customize entitlements fields

B: Enable entitlement management

8

Your support process is not based on individual service contracts. which steps should you perform when setting up entitlements
A: setup service contracts
B: setup contract Line items
C: setup both service contract and contracts line items
D: customize entitlements field and the entitlements page layouts

D: customize entitlements field and the entitlements page layouts

9

Regardless of the entitlement model used, which page layout might you want to customize?
A: Entitlement page layout
B: Case page layout
C: Account page layout
D: Contact page layout
E: Asset page layout

All!
A: Entitlement page layout
B: Case page layout
C: Account page layout
D: Contact page layout
E: Asset page layout

10

What at the two salesforce knowledge article types Displays
A: Tab
B: Table of Contents
C: use Visualforce to create custom

All!
A: Tab
B: Table of Contents
C: use Visualforce for create custom

11

Article Type Custom Fields
A: Date and Date /Time
B: Picklist (Single and Multi)
C: text and Rich Text
D: File Field (store attachments with an article

All
A: Date and Date /Time
B: Picklist (Single and Multi)
C: text and Rich Text
D: File Field (store attachments with an article

12

What are the Display Channels for Article types
A: Public Knowledge base
B: Internal Users
C: Customer Portal
D: TV

A: Public Knowledge base
B: Internal Users
C: Customer Portal

13

Article Type "Tabs" Display

Displays each field group as a tab

14

Article Type "Table of Contents" Display

Displays sections on one page with hyperlinks to each section

15

Article Type "Custom" Display

Enables an Administrator to select Visualforce pages to display sections, Matches the look and feel of the customer website

16

Workflow Rules and Approval Process for Article Types

Execute an "Action" based on the specified criteria
FAQ Article Type Are Approved by Specified Reviewer
Article Data Catagories

17

Categories allow logical grouping of categories groups allow to sort and group Articles
There are two types of category group visibility settings
A: Role Based
B: Default
C: invisible

A: Role Based
B: Default, all users who don't have roles

18

Rating Articles

Internal App and Customer Portal users can rate articles on a scales of 1-5 starts. every 15 days, if an article has not received a new vote, it trends up or down depending on half life calculation,
Articles without recent votes trend toward an average of 3 stars.

19

Articles Tab allows users to:
A: Compare the rating for different articles
B: sort the list view according to highest or lowest rated articles
C: none of the above

A: Compare the rating for different articles
B: sort the list view according to highest or lowest rated articles

20

Users with the following permissions can Create, Edit, Deactivate or Delete categories
A: View Data Categories
B: Manage Data Categories
C: Edit Data Categories

A: View Data Categories
B: Manage Data Categories

21

Category Groups can have
A: Five levels Deep in each Category Group
B: Each Category Group can contain a total of 100 Categories
C: Are hidden from users until activated
D: all of the above

D: all of the above