Serivce and Support Applications (13%) Flashcards
Which feature is not available to community users in the Community Service Community template? Choose 1
A.) Dashboards
B.) Reports
C.) Field Service Data
D.) Template Customization
D.) Template Customization
The community template cannot be customized by community users
In order to improve efficiency and automate actions on cases, an admin is considering the use of bulk macros. Which of the following statements are true regarding the use of bulk macros? Choose 2
A.) Bulk macros can be run on multiple records of any standard or custom object
B.) Bulk macros can be run on records in multiple list views at the same time
C.) Bulk macros can send emails to contacts on selected records
D.) Bulk macros can update field values on multiple records
C.) Bulk macros can send emails to contacts on selected records
D.) Bulk macros can update field values on multiple records
Bulk macros can be run on records of Account, Case, Contact and Lead. However, a bulk macro can only be run on records in one object list view at a time. Bulk macros can send emails or update field values for multiple records.
What determines the type of contact a knowledge article displays in Lightning? Choose 1
A.) Article data category
B.) Composition style
C.) Article versions
D.) Record types
D.) Record types
In Lightning, a record type controls how an article displays and what type of information and fields are included. Article versions are used to save an older version of a published article and allow users to see what article version is associated with a case. Article data category helps classify and find articles and controls access to a specific set of articles. There is no composition style feature or setting in SFDC.
Ethan Hunt is an admin. During a meeting with the support team, he received a request to delete a number of cases. What would he have communicated regarding the impact of deleting cases? Choose 1
A.) All related events, tasks, case comments, and attachments are deleted
B.) All related events, tasks, case comments, attachments, and associated solutions are deleted
C.) All related events, tasks, case comments, attachments, associated solutions, contacts, and accounts are deleted
D.) Cases can never be deleted
A.) All related events, tasks, case comments, and attachments are deleted
When a case is deleted, all related events and tasks, case comments, and attachments are also deleted. Associated contacts, accounts, and solutions are not deleted
How can support agents who use the Case Feed complete repetitive tasks quickly and consistently? Choose 1
A.) Set up workflow rules for cases
B.) Set up automatic email responses for cases in the Case Feed
C.) Use macros in the Case Feed
D.) Set up auto-response rules for cases in the Case Feed
C.) Use macros in the Case Feed
Macros are supported on all objects with feed-based page layouts. Enabling Macros can allow support agents to automatically complete repetitive tasks in a single click. These repetitive tasks can be before a workflow rule is even triggered and are not limited to sending email responses to customers.
SystemSilo Inc wants to make sure that cases which require installation are assigned to level 3 support reps. Additionally, they also requested that a notification be sent to the manger every time a platinum priority case is resolved 3 hours after being opened. What can an admin do to fulfill these requirements? Choose 2
A.) Set up a workflow rule that changes the ownership of unresolved platinum priority cases to manager if the case is unresolved 3 hours after being created
B.) Set up a case assignment rule that includes automatically assigning installation cases to a level 3 support rep
C.) Include an action to an escalation rule that changes the case priority field to platinum if an installation case is unresolved 3 hours after being created
D.) Add an action to an escalation rule that send a notification to the manager about unresolved platinum priority cases 3 hours after case creation
B.) Set up a case assignment rule that includes automatically assigning installation cases to a level 3 support rep
D.) Add an action to an escalation rule that send a notification to the manager about unresolved platinum priority cases 3 hours after case creation
Case assignment rules are used to define how specific cases are assigned to particular queues or users. Escalation rules are used to reassign cases or notify users when cases that meet specific criteria remain unresolved. Updating a field is not possible using an escalation rule.
What situation can trigger an auto-response rule? Choose 3
A.) Web-to-Case submission B.) SMS Case submission C.) Case Escalation D.) Customer Portal Case submission E.) Email-to-Case
A.) Web-to-Case submission
D.) Customer Portal Case submission
E.) Email-to-Case
Auto-response rules can be used to send emails to customers when a case is submitted using “Web-to-Case”, “Email-to-Case”, “Email-to-Case” or from a “Customer Portal”. Case escalation actions do not include an auto-response to a customer. SMS case submission does not exist
Tim works for a Support Center that is looking to streamline their case management. Currently, all cases are routed to a single user who then manually assigns them to support reps. The support center handles all cases based on the Geography field selected on the case. Which of the following combination of configuration options could Tim suggest to help automate their Case Management? Choose 2
A.) Setting up queues based on Geography
B.) Creating a Case Assignment rule
C.) Setting up an email notification to an admin when a case is created
D.) Creating an approval process to standardize case resolution
A.) Setting up queues based on Geography
B.) Creating a Case Assignment rule
The requirement here is to automate the assignment of the records instead of leaving it to the one user. Email notifications, while useful, would not help automate the case management process in this case, as the user would still have to route cases. An approval process may help automate the process, but not in tandem with any of the other options provided. The Case Assignment rule is a built-in automation within SFDC to automate the assignment of case records to users and queues
Which of these are features of Case Management? Choose 3
A.) Email-to-Case B.) Phone-to-Case C.) Web-to-Case D.) Macros E.) Case Teams
A.) Email-to-Case
C.) Web-to-Case
E.) Case Teams
Email to case and Web to case can be used to create cases from emails sent to a specific email address or from a web form respectively. Case teams are groups of users that can collaborate on a case
How can an admin allow users to see more information with less scrolling in a feed-based page layout when working with records in the SFDC console? Choose 1
A.) Enable record related list sorting in the console
B.) Enable compact feed view in the console
C.) Users must scroll to view records in the console
D.) Enable and create related list search filters
B.) Enable compact feed view in the console
If the compact feed is enabled, much more information about cases can be seen without scrolling
What is true regarding auto-response rules? Choose 2
A.) Auto-response rules apply to cases and leads
B.) Different email templates can be used for different criteria
C.) Auto-response rules can create a task
D.) Multiple case auto-response rules can be active at the same time
A.) Auto-response rules apply to cases and leads
B.) Different email templates can be used for different criteria
Auto-response rules apply only to cases and leads. Ony one rule can be active at a time for cases and leads, but each rule can have multiple rule entries. Different email templates can be assigned to different rule entries. Auto-response rules only send emails, they do not create tasks.
Universal Containers relies on channels partners to resell and distribute its hardware product. The company provides these partners with Market Development Funds (MDFs) via its partner community so that they can help market and build awareness for the product. Universal Containers also has a Channel Account Managers (CAMs) that help manage relationships with the partners and administer the MDF budgets. What is an SFDC feature that can be used to reduce the burden on CAMs in regards to how MDF budgets are managed? Choose 1
A.) Partner Marketing Budget Templates
B.) Approval Workflows for Partner Marketing Budgets
C.) Partner Marketing Budget Hierarchies
D.) Permission Sets for Partner Marketing Funds
C.) Partner Marketing Budget Hierarchies
Partner Marketing Budget Templates is not an SFDC feature. Approval workflows are used to submit Partner Marketing Budgets for approval, but they don’t necessarily reduce the workload burden on CAMs. Permission sets are used to grant CAMs with the ability to create and edit Partner Marketing Funds. SFDC supports budget hierarchies, which streamline how MDF budgets are managed because CAMs are no longer responsible to administer budgets for channel partners. By setting up hierarchies, channel partners can manage their own MDF budgets.
A customer is requesting that case email notifications sent to them when case creation fails, do not contain sensitive data related to the case entered. How can an admin make sure that their sensitive information is kept private? Choose 1
A.) Require password protection on Web-to-Case notifications
B.) Enable the “Hide Record Information” setting
C.) Enable the email signature auto-response setting
D.) Require an approval process for all Web-to-Case notifications
B.) Enable the “Hide Record Information” setting
Enabling the “Hide Record Information” setting on “Web-to-Case” auto response email notifications is the only requirement in order to hide data entered by customers when case creation fails.
An admin has decided to introduce SFDC Communities to their organization. Which of the following statements are true about Communities? Choose 3
A.) Visualforce or SFDC sites must be used by an admin to enable communities
B.) Community members can access the community from mobile devices
C.) Communities can be customized with tabs, branding, and email settings
D.) Community members can participate in discussions
E.) Community login pages can be set to the default language of the user’s computer or browser language
B.) Community members can access the community from mobile devices
C.) Communities can be customized with tabs, branding, and email settings
D.) Community members can participate in discussions
In a customer service community, customers can find solutions to issues on their own by using their access to the knowledge base, support agents, and peer-to-peer support. they can also ask questions and receive answers. Communities can be accessed using a mobile browser and can be customized to set the branding, display tabs, and configure email settings. Visualforce and SFDC sites are not required for a community. The community login page will be in the default language of the community.
What is true regarding SFDC Knowledge and Work Orders? Choose 2
A.) Once attached an article cannot be detached from a Work Order
B.) Knowledge articles attached to a Work Order can be viewed and updated in the Salesforce mobile app
C.) The Knowledge One widget suggests articles that can be attached to the Work Orders based on key fields
D.) SFDC Knowledge articles can be attached to a Work Order or Work Order Line Item
C.) The Knowledge One widget suggests articles that can be attached to the Work Orders based on key fields
D.) SFDC Knowledge articles can be attached to a Work Order or Work Order Line Item
Knowledge articles can be attached and detached from a “Work Order” or “Work Order Line Item”. They can be viewed but not updated in the Salesforce mobile app. The Knowledge One widget suggests articles that can be attached to Work Orders based on key fields. The key fields that the suggestions are based on can be selected in the “Field Service Settings” in Setup
Shelly is an admin who works for the TPI support center that uses cases to manage support issues. TPI’s support manager has noticed that after a case is created, support reps are looking up the tier of the related account and setting the case resolution date accordingly. For example, if the account tier is silver, the resolution date should be set to 14 days, whereas a gold tier accounts should have a resolution date set to 7 days. Which of the following could Shelly recommend to save time in this process? Choose 1
A.) Workflow rules and field updates to update the resolution date based on account tier
B.) Configuration of assignment rules to set the resolution date based on account tier
C.) Different case record types for each account tier
D.) Validation rules to notify users for the target resolution date based on the account tier
A.) Workflow rules and field updates to update the resolution date based on account tier
Since the manager’s goal is to save support user time, workflow rules could be setup for each account tier and field updates used to update the resolution date accordingly.
Cosmic Solutions often have multiple contacts involved in a case. How could these be shown in a case record? Choose 1
A.) Adding multiple contact lookup fields to a case
B.) Using Case Contact Relationships
C.) Using Case Contact Roles
D.) Multiple contacts cannot be assigned to a case
C.) Using Case Contact Roles
Case Contact Roles can be used to record the roles that different people have while working on a case. The contact role related list can be added to the case page layout and the role can be defined. Case Contact Relationships is not a feature.
The support manager of an organization informed the admin of the organization’s team expansion. He will have 15 different support teams supporting different product ranges. How can the admin reduce the overhead of identifying and routing cases to different teams based on the product they support? Choose 1
A.) Use Email-to-Case functionality to automate case routing
B.) Use a Case Assignment rule and queues to automate case routing
C.) Use Case Assignment rules to automate case routing
D.) Use Workflow rules to automate the assignment of cases
B.) Use a Case Assignment rule and queues to automate case routing
A Case Assignment rule with multiple rule entries and queues can be used to define case routing in SFDC.
Email-to-Case functionality is used to convert customers’ email into cases, not for case routing. Workflow rules are used to automate actions like create a task, update a field, send an email alert, and send an outbound message.
Which of the following are true regarding the Knowledge Sidebar? Choose 3
A.) Only articles updated in the last 30 days appear automatically
B.) The Knowledge Sidebar only appears if it is enabled
C.) Knowledge articles appear automatically based on the case subject
D.) Knowledge articles appear based on matching words in a case’s description
E.) Knowledge articles appear once a user clicks the “Search” button
A.) Only articles updated in the last 30 days appear automatically
B.) The Knowledge Sidebar only appears if it is enabled
C.) Knowledge articles appear automatically based on the case subject
The Knowledge Sidebar appears if it is set up and Knowledge is enabled. Only articles updated in the last 30 days appear, but it is possible to search and return older articles. Suggested articles appear automatically when entering the case subject.
An admin would like knowledge base content to be available in the company’s public website. How can this be achieved? Choose 2
A.) Enable “Share Internal Knowledge articles externally” in profile settings
B.) Enable Salesforce Knowledge
C.) Build a custom solution to expose knowledge content to a public site
D.) Create a Help Center Community
B.) Enable Salesforce Knowledge
D.) Create a Help Center Community
Making knowledge content available to a public knowledge base in not enabled by default. To make it available, Knowledge needs to be enabled and a Help Center Community created. The Help Center template can be used to build a self-service community which exposes the articles that are made available from the company’s knowledge base. The “Share internal Knowledge articles externally” profile permissions allows users with the profile to insert articles into an email and send it to customers but it will not make it available in the company’s website.
What kind of Communities does SFDC offer? Choose 3
A.) Supplier B.) Contractor C.) Customer D.) Partner E.) Employee
C.) Customer
D.) Partner
E.) Employee
Communities can be created for customers, employees or partners. Supplier and contractors are types of partners, there are no specific supplier or contractor community types.
Which of the following are features of SFDC Ideas? Choose 3
A.) Vote for Ideas B.) Demote Ideas C.) Clone Ideas D.) Promote Ideas E.) Allow a user to promote the same idea more than once
A.) Vote for Ideas
B.) Demote Ideas
D.) Promote Ideas
Ideas can be enabled in a community to allow users to submit, vote on and provide feedback on ideas. Idas can be created, deleted, edited, searched for, promoted demoted, commented on, or merged. However, ideas cannot be cloned and users cannot promote the same idea more than once
How can an admin customize a self-service Community created using one of the predefined templates in SFDC? Choose 1
A.) Customize the community via Experience Workspaces
B.) Customize the community via Experience Builder
C.) Customize the community using Apex code
D.) Customize the community via the Salesforce API
B.) Customize the community via Experience Builder
Experience Builder can be used to customize parts of a community created from a predefined community template
Cosmic Circle Financial uses Knowledge to record organizational procedures in SFDC. Procedures related to finance should only be available to finance users. Which of the following should be used to achieve this? Choose 1
A.) Article Permissions
B.) Knowledge Article Channels
C.) Data Category Visibility
D.) Knowledge Settings
C.) Data Category Visibility
Articles can be restricted by the data category. A data category could be set up for Finance, and Finance articles can be assigned to this data category. Data Category visibility for Finance could e set for certain roles, profiles, or individual users by using permission sets. Channels are used to make specific articles for internal users, partners, customers and/or public users via the “Channels” field. Article permissions are used to specify permissions for specific article types. In this scenario, a single article type should be used for organizational procedures. The “Knowledge Settings” page in Setup contains various settings related to Knowledge, but they cannot be used to make articles available to users.
