Part 3 Flashcards by M H

Which factors influence KPIs, and business challenges for call centers?
Hint: C-C-R

a) Customer Satisfaction
b) Cost of Service
c) Revenue

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For which KPI area is FCR (First Call Resolution) a driver?

Customer Satisfaction

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For which KPI area is AHT (Average Handle Time) a driver?

Cost of Service

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For which KPI area is Retention a driver?

Revenue

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What are common call deflection techniques?

a) Email
b) Web
c) Chat
d) Social Media Channels

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What can you see at trust.salesforce.com?

Hint: SD-OT-SI

a) Scheduled downtimes
b) Online threats
c) Status of the Instance

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With which call center type is “Companies often try to reduce cost in this area” associated?

Help Desk

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With which call center type is “High Turnover Environment” associated?

Customer Service

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With which call center type is “Free or Fee Based support based on the Entitlement” associated?

Technical Support

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With which call center type is “Need Automatic Routing Systems” associated?

Field Service

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With which call center type is “High Volumes” associated?

TeleSales

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What is the recommended order to implement?

Hint: S-A-C-A-C-SCC

Security, Accounts, Contacts, Activities, Cases, Service Cloud Console

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What should you ask for as Discovery Preparation?

Hint: O-P-R-R-S

a) Org Charts
b) Process maps, training docs
c) Report samples
d) requirements doc (old or new)
e) source system field lists

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What are the six main steps in a consulting engagement?

Hint: P-A-D-B-V-D

Plan, Analyze, Design, Build, Validate, Deploy

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Guidelines for Case Management

Hint: 50-5-20

a) 50 fields
b) 5 record types and page layouts
c) 20 assignment rules

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Impact of using person accounts

a) Contacts inherit visibility of accounts
b) Two records for each customer
c) Cannot be turned off once enabled
d) Test in the sandbox

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What are the three Entitlement Management models?

a) Entitlements only
b) Entitlements + Service Contract
c) Entitlements + Service Contract + Line Items

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On Demand email to case

a) Email parsing requires customization
b) Email attachment size < 10MB
c) Limits on email-to-case volume
d) Case comment email notifications are not customization

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Email-to-case

a) Behind firewall
b) Attachments > 10 MB
c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together).
d) Requires download and install of Email-to-case agent

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4 CTI features

Hint: S-C-A-C

a) Screen Pop
b) Click to dial
c) Automatic call logging
d) Call Control

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Benefits of Screen Pop

a) Provides Context
b) Displays Caller’s information in Salesforce
c) Improves Efficiency

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Benefits of Click to dial

a) Outbound calling from a phone record
b) Clickable links
c) Call from a list view to quickly call large numbers of Clients

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Benefits of Automatic Call Logging

a) Integrated call logging with notes

b) Automatic call times directly associated with various salesforce.com objects

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Benefits of Call Control

a) End calls, hold, transfer, and conference from within Salesforce

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High Level Inbound CTI Architecture

Customer Calls → Telephony System → CTI Adapter to SFDC → Agent Softphone

High Level Outbound CTI Architecture

SFDC Softphone → CTI Adapter → Telephone System

Implications for CTI Implementation

a) Find a compatible adapter on the Appexchange b) Install the adapter based on your vendor specifications c) Configure a call center in Salesforce CRM Call Center for your particular needs d) Assign agents to the Call Center

Are Sites Authenticated or Unauthenicated?

Unauthenticated

To what can Cases be escalated?

a) User | b) Queue

What is the Early Trigger?

A mechanism to overcome the 'lateness' of escalations that age just after the 15 minute escalation cycle.

Is collaboration in Chatter Answers public or private?

It can be either

Two use cases for Visualflow in Case Management?

a) Automate client verification | b) Minimize Manual Tasks

Name Visualflow elements

a) Draft Tools b) User Interface c) Screen d) Logic e) Decision f) Assignment g) Record Create, Update, Lookup, Delete k) Subflow l) APEX Plugins

Name Visualflow resources

a) Variable - Define an updatable value b) Constant - Define a fixed value c) Formula - Calculates a value d) Text Template - Define formatted text that can be shared across your flow e) Choice - Define an individual choice option that you can reuse throughout your flow f) Dynamic Choice - Dynamically generates choices from a Salesforce Object

How does Salesforce work with Facebook?

Automatic Creation of cases from Facebook and response is posted back to Facebook. All through the Conversations Tab

As an agent, how would you send a facebook private message to someone?

Through Service Console

How does Salesforce work with Twitter?

Cases are created through tweets to an @ address. Use send tweet back in Service Console to post back to the customer. All through the Conversations Tab

What is the recommended order of data import?

a) Users b) Accounts c) Contacts d) Cases

How frequently can you export attachments?

Once per week

What do elements represent in Flow?

Actions

What do resources allow you to do?

Store or manipulate data, and use it throughout the flow.

Whence do you add Flow elements?

The Palette Tab

What is Step in Flow?

Serves as a placeholder that you can use to quickly sketch out a flow

What is Screen in Flow?

Provides a user-facing screen that can be used to collect input or display output

What are the two Logic elements in Flow?

a) Decision - Uses conditions to determine where to route users next in the flow b) Assignment - Changes the value of a variable

What does the Sub-flow element of Flow do?

References another flow and calls that flow at runtime. Subflows allow you to reduce the complexity of a flow by re-using other flows

What is an Apex Plug-ins in Flow?

Represents a piece of Apex code that you can call from the flow. Apex code allows you to add complex business logic to the flow, such as converting a lead or sending an email

When can you add a Resource in Flow?

From the Resources Tab or when adding a new element.

Which Flow element would you use to set or change the value of a variable?

Assignment

Which Flow element would you use to create a new record?

Record Create

Which Flow element would you use to wrap up the call?

Screen

Which Flow element would you use to determine if the customer is interested in a promotion?

Screen

Which Flow element would you use to route the flow differently based on customer's response to question?

Decision

Who can run flows?

Users with the "Run Flows" permission

What does the ? in a Flow url do?

It allows you to pass in a variable

What is the "Concatenate Operator" in Flow urls?

What does "&" in a Flow url do?

It allows you to concatenate multiple arguments together

What does the return URL do?

It allows you to specify where to return the user when the flow is complete

How to you indicate the return URL?

retURL=

True or False: Role Hierarchy should normally mimic the org structure.

False

True or False: Force.com allows you to bring your custom interface to any device

True

What are Divisions used for?

Very Large Organizations (VLO) with a high volume of data, to enable segmentation of data.

What results does Division-ing impact?

a) Searches b) List Views c) Reports

Which entitlement model would you use for "Sells premium customer support separately from its products"?

Entitlements + Service Contract

Which entitlement model would you use for "Provides basic web support on its products with no service contract"?

Entitlements only

Which entitlement model would you use for "Manages individual customer entitlements through a service contract"?

Entitlements + Service Contract + Line Item

What are the three steps involved in Entitlement Management? | Hint: D-S-A

a) Determine Entitlement model b) Setup entitlements c) Automate milestones and entitlement process

Entitlements allows you to: | Hint: D-M-V-E

a) Define service levels for support b) Manage entitlements, service contracts c) Verify eligibility d) Enforce service levels via automated process

For which KPI area is ASA (Average Speed to Answer) a driver?

Customer Satisfaction

For which KPI area is CPC (Cost per call) a driver?

Cost of Service

For which KPI area is CPA (Calls per agent) a driver?

Cost of Service

The SoftPhone is located in the sidebar and only appears if you are:

a) Assigned to a call center | b) Using a machine with CTI adapter installed