Service Cloud Applications: 10% Flashcards

Question

What is an Entitlement Process?

Answer 1

A timeline that includes all the steps (milestones) that support agents must complete to resolve a support record. Each process includes the logic needed to determine how to enforce the correct service level for your customers. Entitlement processes come in two types: Case and Work Order.

Answer 2

**FALSE** **Not all entitlements need processes.** For example, a simple entitlement might just state that a customer is eligible for phone support 24/7. If you need to add time-dependent steps or service levels to that definition—for example, if you want a supervisor to be notified by email when a customer’s case goes unresolved for two hours—you need an entitlement process.

Answer 3

A required step in your entitlement process. **Milestones** are metrics that represent service levels to provide to each of your customers. Examples of milestones include First Response and Resolution Time on cases.

Answer 4

A time-dependent workflow action that occurs on a milestone in an entitlement process. For example, you might add the following actions to a milestone: Send an email alert to certain users one hour before a first response milestone is scheduled to expire Update certain fields on a case one minute after a first response is completed

Answer 5

**Success** actions are triggered when a milestone is completed **Warning** actions are triggered when a milestone is about to be violated **Violation** actions are triggered when a milestone is violated You can automate tasks, email alerts, field updates, and outbound messages for each action type.

Answer 6

In Lightning Experience, the Case Milestones related list doesn't support the **Business Hours** field.

Answer 7

milestone feed items

Answer 8

The milestone tracker

Answer 9

To make it display time remaining or time overdue in business hours, follow these steps. 1. From Setup, enter Entitlement Settings in the Quick Find box, then select Entitlement Settings. 2. In the Milestone Tracker section, deselect **Show the time remaining in actual hours, not business hours.** 3. Click Save.

Answer 10

Error Condition Formula **CompletionDate \< Case.CreatedDate** Error MessageError: The milestone completion date must be later than the case creation date. You can create a similar validation rule for work orders from the object management settings for Object Milestones in Setup

Answer 11

* **No Recurrence:** The milestone occurs only once on the record (First Response, Resolution Time) * **Independent:** The milestone occurs whenever the milestone criteria are met on the record (Response Time) * **Sequential:** The milestone occurs on repeat whenever the milestone criteria are met on the record (Customer contact made)

Answer 12

You can’t apply a milestone to a record by itself. It must be part of an entitlement process. So after you create your milestone, **add it to an entitlement process.**

Answer 13

In Lightning Experience, agents can click the **Mark Completed** link in the Milestones component to mark a milestone completed. It’s not automation, but it is easy.

Answer 14

**TRUE** In your trigger, define which events and related case criteria must be satisfied for a milestone to be marked Completed. You can implement a similar trigger to auto-complete work order milestones.

Answer 15

In the Salesforce mobile app, agents can view case milestone updates in the case feed, open the case milestones record page, and view the Case Milestones related list. **Agents can’t view the _milestone tracker_.**

Answer 16

Compliant Open Violation Close Violation

Answer 17

Milestone actions are time-dependent workflow actions that occur on milestones in an entitlement process.

Answer 18

FALSE Actions **can** be added to milestones after the milestone is added to an entitlement process.

Answer 19

1. **Success Actions:** The actions to take when a milestone successfully completes. Success actions still fire on milestones that are completed late. 2. **Warning Actions:** The actions to take when a milestone is near violation. 3. **Violation Actions:** The actions to take when a milestone is violated.

Answer 20

1. **New Task (Create a workflow task):** Create a task for a support agent to call a customer when a First Response milestone is violated. 2. **New Email (Create an email alert):** Notify case owners when a First Response milestone on their case is near violation. 3. **New Field Update (Define a field update):** Update the case Priority field to High when a First Response milestone is near violation. 4. **New Outbound Message (Define an outbound message):** Send data about parts or services to an external system after a First Response milestone is completed. 5. **Select Existing Action (Select an existing action):** Use an existing email alert to notify a case owner when their case is near violation of a first response.

Answer 21

When you create a milestone, you must choose its **recurrence** type.

Answer 22

No Recurrence, Independent, Sequential

Answer 23

**FALSE** Only **one** occurrence of an independent or sequentially recurring milestone can be active at a time.

Answer 24

How do I add milestones to a record? Here are the general steps you’ll follow: 1. Create “master” milestones in Setup that represent required steps in your support process. 2. Add the milestones to an entitlement process, which is a customizable timeline of milestones. 3. Apply the entitlement process to a customer entitlement.

Answer 25

**FALSE** When you link a support record, such as a work order, to an entitlement that includes an entitlement process, the process—with its milestones—**IS** automatically applied to the record.

Answer 26

**TRUE** If the entitlement has an entitlement process associated with it, **DO NOT** use the entitlement for multiple types of support records.

Answer 27

**FALSE** When a Case entitlement process is applied to an entitlement, the process runs only on cases associated with the entitlement. If a work order is also associated with the entitlement, the process **DOES NOT** run on the work order. Do not use the same entitlement for work orders and cases.

Answer 28

**YES** For example, if you create a First Response milestone in Setup, you can add it to **both Case and Work Order entitlement processes.** You can't use entitlements for both, but you can use the milestones on different entitlement processes.

Answer 29

You select the type when you create the entitlement process.

Answer 30

**NO** Once an entitlement process is created, all its versions must use the same type. Want to make the most of a particularly awesome entitlement process? Remember that you can easily create a similar process of a different type using the same milestones.

Answer 31

View and create milestones from the Milestones node in Setup under **Entitlement Management.** Manage case milestone page layouts and validations rules from the **Case Milestones node in Setup.** Manage work order milestone page layouts and validation rules from the **Object Milestones node in Setup.**

Answer 32

Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process. After you create an entitlement process and add milestones to it, add milestone actions to the milestones.

Answer 33

A **milestone**’s business hours **(1)** override the **entitlement process**’ business hours **(2)**, which override the **case or work order**’s business hours **(3)**. If no business hours are set on the milestone, then the entitlement process business hours are used. And if business hours aren’t specified on the milestone or the entitlement process, the case or work order business hours are used.

Answer 34

TRUE Yes, if you create a record from an entitlement, it inherits the entitlement’s business hours.

Answer 35

TRUE Related records to the entitlement automatically use the entitlement process’ business hours.

Answer 36

If you want to use the same entitlement process for records that have different business hours, set business hours at the **entitlement process level.** For example, suppose that you set the business hours on an entitlement process to weekdays from 9 to 5. If a customer requests evening and weekend updates to their case, you can create an “Update Customer” milestone with its own 24/7 business hours.

Answer 37

If you want to use different business hours for different severity levels, set business hours at the **milestone** level. For example, if the severity level of a case increases, the customer may need to be contacted more frequently. You can create a “Last Touch” milestone that changes business hours according to severity level while the other milestones in the entitlement process remain unchanged.

Answer 38

Use entitlement versioning if: * You want to make several versions of an entitlement process that have minor differences * You want to update an entitlement process to reflect changes in your business processes You might find that an entitlement process needs to be updated seasonally, or that you need to roll back to a previous version.

Answer 39

1. Name 2. Description 3. Whether the process is active 4. Whether the version is the default 5. Entry criteria 6. Exit criteria

Answer 40

**TRUE** ## Footnote On new versions of entitlement processes that are currently in use, you CAN add new milestones, but you CANNOT edit existing ones. On new versions of processes that ARE NOT currently in use, you CAN both add new milestones and edit existing ones.

Answer 41

TRUE ## Footnote Once you create a new version of an entitlement process, you can choose to apply it to all entitlements and support records assigned to the previously used version, **or** only to new entitlements and support records.

Answer 42

**TRUE** ## Footnote All versions of an entitlement process must be the same type: **Case or Work Order.**

Answer 43

FALSE You **can** use multiple versions of an entitlement process at the same time in your Salesforce org.

Answer 44

To create multiple versions of entitlement processes, **entitlement versioning** must be enabled in your org. Select **Enable Entitlement Versioning** on the Entitlement Settings page in Setup.

Answer 45

**FALSE** When you create a new version of an entitlement process, it **IS NOT** automatically applied to entitlements that were using the previous version.

Answer 46

**TRUE** ## Footnote After you create a new version of an entitlement process, you can choose to apply it to all entitlements assigned to the previous version, or only to new entitlements. **When you apply an entitlement process to an entitlement, it also applies the process to that entitlement’s active support records.**

Answer 47

**Some records couldn't be updated to the new version because of errors.** To find out which records weren't updated and why, contact Salesforce Support.

Answer 48

Service contracts are agreements between you and your customers for a type of customer support. Service contracts can represent different kinds of customer support, such as subscriptions or service level agreements (SLAs).

Answer 49

Set up **contract line items** to be able to specify which products a service contract covers. Contract line items only **display to users on the Contract Line Items related list on service contracts** (not on contracts!). You can only use contract line items if your Salesforce org uses products.

Answer 50

**FALSE** Schedules **ARE NOT** available for contract line items, and experience users can’t access them.

Answer 51

Service contracts are agreements between you and your customers for a type of customer support.

Answer 52

View service contracts from the **Service Contracts tab or on the Service Contracts related list on accounts and contacts**. To view a service contract’s details, click the service contract name. You can see associated entitlements, contract line items, field update history, and more. The Service Contracts related list on an account or contact shows all the service contacts associated with that item.

Answer 53

FALSE Click **Clone** on a service contract to quickly create a new service contract from an existing one.

Answer 54

Use **the Parent Service Contract field and Child Service Contracts related list** to make one service contract the parent of another. This helps you represent complex contracts.

Answer 55

TRUE ## Footnote Entitlements reflect terms in a service contract, and **a service contract may be associated with multiple entitlements.** Link an entitlement to a service contract via the Entitlements related list on the service contract or the Service Contract lookup field on the entitlement.

Answer 56

You can’t delete service contracts with **active or expired entitlements.** If you want to delete a service contract with entitlements—for instance, because there’s a problem with the service contract—**add its entitlements to another service contract first, then delete it.**

Answer 57

Click the Service Contracts tab and **click Transfer Service Contracts in the Tools section.**

Answer 58

FALSE You **CANNOT** create custom list views for contract line items.

Answer 59

**TRUE** In Lightning Experience, you can add or edit multiple line items at once.

Answer 60

TRUE You **CANNOT** share contract line items. Sharing for contract line items is inherited from service contract sharing. For example, users with the “Read” permission on service contracts inherit the “Read” permission on contract line items.

Answer 61

TRUE ## Footnote Contract line items ARE NOT supported in any experiences.

Answer 62

While **products** represent the items that your company sells, **assets** represent the specific **products** your customers have purchased. Use **assets** to store information about your customers’ **products**.

Answer 63

1. cases 2. work orders 3. maintenance plans 4. entitlements 5. contract line items This makes it easy to see an asset’s history from production to retirement

Answer 64

It’s available on page layouts for the following objects: * **Accounts ** * **Contacts ** * **Products ** * **Locations (available only if Field Service is enabled)**

Answer 65

TRUE If you have read-only access to an asset field and you clone an asset, that field is **blank** on the cloned asset.

Answer 66

If asset sharing is set to the Controlled by Parent—the default setting—**the Account field, Contact field, or both must be completed** for an asset to be saved. If asset sharing is *not* set to Controlled by Parent, assets can be saved without an associated account or contact.

Answer 67

**FALSE** ## Footnote Deleting a product **does not** delete any asset records associated with it.

Answer 68

TRUE Yes, deleting an account or contact **deletes all associated assets.**

Answer 69

**TRUE** Assets associated with cases **CANNOT** be deleted. This means accounts or contacts that are associated with an asset listed on a case also can’t be deleted.

Answer 70

TRUE ## Footnote The asset hierarchy view **IS NOT** searchable or editable.

Answer 71

TRUE The View Asset Hierarchy action appears **only on assets that are part of a hierarchy** and is available only for hierarchies of 500 or fewer assets. If a hierarchy contains more than 500 assets, you can still refer to each asset’s Child Assets related list and Parent Asset, Root Asset, and Asset Level fields.

Answer 72

You can make the tent poles an asset and then make it a child of the tent asset.

Answer 73

The read-only **Root** Asset field lists the top-level asset in an asset hierarchy. Depending on where an asset lies in the hierarchy, its root might be the same as its parent. If an asset is at the top of a hierarchy, it is its own root asset, and the Parent Asset field is blank.

Answer 74

The read-only **Asset Level** field is a number that reflects the asset’s position in a hierarchy. If the asset has no parent or child assets, its level is 1. Assets that belong to a hierarchy have a level of 1 for the root asset, 2 for the child assets of the root asset, 3 for their children, and so fort

Answer 75

Asset relationships represent **non-hierarchical relationships between assets due to replacements, upgrades, or other circumstances**. Relationships appear in the Primary Assets and Related Assets related lists on asset records.

Answer 76

The **Service Console** app provides agents a full view of each customer case and gives them the tools to resolve each case quickly. Use the console app to view multiple records and their related records on the same screen, and work through records from a list using split view.

Answer 77

Enable quick text for your org so that your users can **insert predefined messages** in their emails, chats, events, tasks, Knowledge articles, and more. **Quick text streamlines work for service agents and sales reps.**

Answer 78

TRUE You **can** share a folder of quick text with other users in Lightning Experience.

Answer 79

accounts, cases, contacts, custom objects, leads, opportunities, organization, users, and work orders.

Answer 80

Omni-Channel routes work requests to the most available and qualified support agents in the console. You can also provide real-time operational intelligence to support supervisors with Omni-Channel Supervisor.

Answer 81

In queue-based routing, you **organize your agents into different queues, which generally represent a single skill.** A queue can support a particular product or a particular part of the business. For example, you can have a Billing Queue and a Technical Support Queue. In queue-based routing, Omni-Channel assigns work to a queue. Agents are members of a queue, and **Omni-Channel assigns work to agents based on the priority of the queue.** Smaller companies that operate in limited geographies and have fewer product offerings and agents often prefer **queue-based routing because it’s simpler to set up.**

Answer 82

Perhaps you already have a routing implementation that you like, and you’re adding Salesforce to the mix. You can **integrate third-party routing** using a partner application with Omni-Channel. Developers can **use Salesforce’s standard APIs (application programming interfaces) and streaming APIs to write code that lets third-party routing systems work with Salesforce.** External routing lets your company route work to the Service Console, so that you can keep the routing system that you prefer.

Answer 83

Create Presence Statuses Presence statuses are what agents use to go online in Omni-Channel. We create three presence statuses for your agents to use: **Available, On Break, and Busy.** The Available status makes the agent available only to accept cases.

Answer 84

**The Omni-Channel setup flow** is the fastest and easiest way to get up and running with case routing in Lightning Experience. When you complete the flow, **Omni-Channel is ready to use in the default Lightning Service Console app.**

Answer 85

* **A Service Channel for Cases:** Service channels let you choose which objects you want to route in Omni-Channel. We create one for cases to get you started. * **Presence Statuses:** Available, On Break, and Busy. The Available status makes the agent available only to accept cases. * **Permission Set** with Presence Statuses Assigned to Users: To make sure that your agents have access to the presence statuses we create, we make a permission set that assigns the presence statuses to the users you select in the setup flow. * **Console:** We add the Omni-Channel utility to the default Lightning Service Console app.

Answer 86

To use Omni-Channel to route communications to the right sales team, you must also Enable **Messaging.**

Answer 87

1. First, it considers the **priority** of the queue from which the work item came. 2. Next, it considers the **amount of time** the work item has been **waiting in the queue.** 3. Finally, it considers the **members of the queue who are available** to receive new work items.

Answer 88

EXAMPLE ## Footnote In a queue, priority is determined by how long the work item has been waiting—first in, first out. However, while a work item is pending in the queue, new work could come in that is more urgent. For example, transferred work, an item that has been waiting on someone’s response, or work that is about to reach a service agreement deadline. You can shift an item to a different queue, but within that queue, it’s behind older items. Also, some queues might have the same priority. **Secondary Routing Priority solves this problem by moving a work item forward in a queue over older items and resolving conflicts across queues for items with the same routing configuration priority.**

Answer 89

Omni-Channel determines agent capacity in one of two ways: ## Footnote **Tab-Based or Status-Based.**

Answer 90

Tab-Based Capacity Model **Determines agent capacity using the number of console tabs that are open in the agent’s Omni-Channel session.** When the agent logs out, all the work that’s assigned to the agent is considered closed by Omni-Channel, and the agent's capacity is reset. Omni-Channel also considers the work to be closed when an agent closes the tab that Omni-Channel opened for the work item.

Answer 91

**Determines agent capacity using the status of work items assigned the agent.** For nonreal-time channels like cases, agents sometimes work on the same work item over multiple days, across multiple Omni-Channel sessions. The status-based capacity model checks the status of a work item to determine if the work consumes an agent’s capacity. If the agent closes a tab or logs out of Omni-Channel, their capacity is not reset until the work has a completed status. This capacity model is **not available for chat, messaging, or SOS.**

Answer 92

* Cases * Chats * Contact requests * Leads * Messaging (Lightning Experience only) * Orders * Social posts * SOS video calls (Salesforce Classic only) * Custom objects that don’t have a master object

Answer 93

TRUE ## Footnote For example, you can have a presence status that makes the agents available for cases and another for cases and chats. To create and edit presence statuses, go to Setup and enter Omni-Channel in the Quick Find box. Then, select Presence Statuses. To assign presence statuses to you and your team, you can use permission sets or profiles.

Answer 94

However, there are a few limitations to using Omni-Channel routing for chats: * You can’t transfer a chat from a button using Live Agent routing to a button using Omni-Channel routing. * Queues with multiple object types can cause problems when using Omni-Channel routing. We recommend creating a queue for each object type, such as Chats, Cases, and Leads, instead of setting queues to handle multiple object types. * When an agent uses “Transfer to Agent” for a chat routed with Omni-Channel and the receiving agent has an admin profile, the agent who initiated the transfer can lose visibility of the chat transcript until the receiving agent accepts the chat request. This situation occurs because Omni-Channel changes ownership of the chat transcript when the transfer is initiated, before the next agent accepts the chat.

Answer 95

PSR (PendingServiceRouting) is a Salesforce object that gets created when work is routed using Omni-Channel. PSR is a transient object that contains routing information about a work item that is in the midst of being routed. In most scenarios, the system automatically creates the object; in a few scenarios (like when using skills-based routing with non-real-time channels), you must create this object. The PSR is deleted by the system when an agent accepts the work item.

Answer 96

AgentWork is a Salesforce object that automatically gets created when the routing system finds a potential agent to handle the work item. It contains information about the work item and the routing status. This object is never automatically deleted, but you can manually delete it when the State field is in a non-active state. (Active states are Assigned and Opened. All other states are considered non-active states.)

Answer 97

TRUE In Omni-Channel, when you’re using skills-based routing (SBR) with **non-real-time channels**, you must manually create the PSR record (using Apex or an invocable action) to initiate the routing process. In queue-based routing or skills-based routing using a **real-time channel** (like Messaging and Chat), the **PSR record is created automatically.**

Answer 98

Omni-Channel routes work through two separate processes. First, when a new work item is assigned to an Omni-Channel queue, **Omni-Channel attempts to route it to an agent.** Omni-Channel routes work items **by the priority of the queue** that they’re assigned to, so the most important work items are pushed to agents first. Next, **items are routed based on how long they’ve been sitting in the queue.** The oldest work items are pushed to agents before more recent ones. (Let’s talk about the details of how that happens in a minute.) Second, **when an agent’s ability to receive work changes** (perhaps they come back from “away” status, or they finish another work item), **Omni-Channel tries to find work that can be routed to that agent.**

Answer 99

Here’s what happens. First, Omni-Channel automatically changes the owner of the work item to the queue from which the object was originally routed. If an agent (Agent A) declines a work item, then Omni-Channel looks for another agent (Agent B) to route it to. However, the work item can be routed to Agent A again if Agent B declines it. If an agent changes their status and is unavailable, then Omni-Channel looks for another agent to route the work to. Omni-Channel repeats this process until the work item is routed to a qualified agent.

Answer 100

FALSE ## Footnote Automation rules, such as assignment, auto-response, escalation, and workflow rules, **ARE NOT** triggered when Omni-Channel routes a work item to an agent and the agent accepts the work. When an agent accepts the work and then edits and saves the work item record, automation rules are triggered.

Answer 101

Use Omni-Channel Supervisor to monitor agent workloads and the status of work items that are routed by Omni-Channel. Agents can raise flags on work items when they require assistance from a supervisor. Supervisors can monitor Service Cloud Voice transcripts and chat messages between agents and customers, and send helpful messages that only the support agent sees. Supervisors can also respond to incoming support requests by changing queues as needed and can update agent skills quickly.

Answer 102

Supervisors can check the health of their call center in real time using the **Agents, Queues Backlog, Assigned Work, and Skills Backlog** tabs in Omni-Channel Supervisor. These tabs let supervisors see which work items are open and active, who’s assigned to what, and other details such as open capacities and average wait times for customers.

Answer 103

**All Agents and Agents by Queue.** **All Agents** lets you see the big picture of your agents’ availability, capabilities, capacity, and workload. It’s the default for the Agents tab because it provides the best overall picture of how your agents are doing. Agents logged into Omni-Channel appear in rows, where you can see their status, channels, queues, workload, and capacity. **The Agents by Queue** tab provides information about how well your queues are covered. Every queue that has at least one agent that’s Online or Away is shown. You can see how many agents are assigned to the queue and how many of them are online, away, or idle. This graph lets you see if you need to rearrange any agents to make sure your incoming work is covered.

Answer 104

TRUE You can manually add a record to a queue by changing the record’s owner to the queue. Or, an assignment rule can add cases or leads to a queue based on specific record criteria. Records remain in a queue until they’re assigned an owner. Any queue members or users higher in a role hierarchy can take ownership of records in a queue.

Answer 105

1. Ignore business hours 2. Use business hours specified on the case 3. Set business hours

Answer 106

1. **When case is created** * The escalation clock starts ticking when the case is created, and the case escalates when the time period set in the Age Over field expires. 2. **When case is created** * When case is created, and disable after case is first modified 3. **Based on last modification time** * The escalation clock starts ticking when the case is modified.

Answer 107

Escalation actions specify when the case escalates and what happens when the case escalates. An escalation rule can reassign the case to another support agent (user) or support queue (queue). An escalation rule also can send notification emails to the new assignee, to the current case owner, and to other recipients.

Answer 108

Age Over Salesforce escalates the case if the case hasn’t been closed within this time period [1]. For example, escalate the case if it hasn’t been closed within five hours. This time is calculated from the date field set in the Specify how escalation times are set field in the rule entry. No two escalation actions can have the same number in this field. The Age Over field is required, because escalation rules are time-based.

Answer 109

TRUE When a case escalates, Salesforce can reassign the case to a different user or queue.

Answer 110

1. Validation rules 2. Assignment rules 3. Auto-response rules 4. Workflow rules (with immediate actions) 5. Escalation rules

Answer 111

When Einstein Case Classification updates a field on a case, you can have Einstein Case Routing run your existing assignment rules to route the case to the right agent. If you use case assignment rules or skills-based routing rules, we handle the routing for you. Use the settings in Einstein Case Classification to route cases to agents after Einstein makes changes. If you use any other logic for your queue-based or skills-based routing, or you have an external routing implementation, subscribe to AIUpdateRecordEvent. After you get notified of Einstein changes through AIUpdateRecordEvent, rerun your routing logic.

Answer 112

* Service Cloud Voice * Phone * Web Forms * Email * Messaging * Chat * Websites and Mobile Apps * Social Media * Experience Builder Sites * Help Center * Channel-Object Linking

Answer 113

Agents can talk with your customers using an intuitive softphone that leverages the power of Amazon Connect, including real-time call transcription. Bring voice calls and your digital channels together so your support agents can help customers at the right time using the channel that customers prefer.

Answer 114

the Chat Console, Omni-Channel, Embedded Service, and Einstein Bots. ## Footnote Support agents use the Chat Console to send and receive messages. Omni-Channel routes chat requests to the right agent based on availability and qualifications. Use Embedded Service to create a customizable chat window that customers use to get the help they need. Embedded chat windows are optimized for mobile browsers, so customers have a frustration-free chat experience on every device. Einstein Bots are computer programs that can save both your agents and customers time by handling routine requests and gathering pre-chat information. Bots are your agents' allies—not their replacements.

Answer 115

TRUE Chat features several APIs that enable developers to fully customize the chat experience for your org.

Answer 116

Get started with live web chat in Lightning Experience with a quick guided setup flow. Create a chat queue on Omni-Channel, select your chat team, and get **the Embedded Service code snippet** to add chat to your website.

Answer 117

Embedded Chat gives you a declarative way to create a **pre-chat** form so you can get some basic information about your customer and their issue when they request the chat. Go to Embedded Service Setup in Lightning Experience to edit your deployment and customize your **pre-chat** form.

Answer 118

**TRUE** The Embedded Service code snippet we gave you in the flow is what’s generated by default when you set up Embedded Chat manually. **You can add parameters to the code snippet, pre-populate fields on the pre-chat form, connect an automated invitation, create custom chat events, and more using JavaScript. Plus, you can create Lightning components that customize the user interface of the chat window.**

Answer 119

You need to: 1. enable Chat and create a basic implementation 2. create a Lightning console app for service if you don’t have one set up. 3. have Omni-Channel set up along with a chat button or Embedded Service implementation using Omni-Channel routing.

Answer 120

Einstein Bots lets you connect customers to an automated chat bot to answer questions and solve straightforward issues.

Answer 121

Before you create automated invitations: **Create skills.** Each chat button is associated with a particular skill or set of skills. Chats that are initiated from the button are routed to qualified agents. **Create a Salesforce site and static resources to use custom images for the online and offline versions of your button.** If you don’t have a Salesforce site, you can specify online and offline button images or text by modifying the code that’s generated when you create a button.

Answer 122

these channels might be available. 1. Email—for Email actions 2. Event—for Event actions 3. Internal—works with internal fields, like on the Change Status action\* 4. Knowledge—for Knowledge articles in Lightning Experience 5. Chat—works with Chat in the Service Console 6. Messaging—works with Messaging in the Service Console 7. Phone—for the Log a Call action 8. Portal—works in an Experience Cloud site or a customer portal\* 9. Social—for social posts 10. Task—for Task actions

Answer 123

With Sensitive Data Rules, you can block the text from agents, supervisors, customers, or all of these. When a rule is triggered, it logs one or more of these chat transcript events: * Sensitive data blocked (Agent) * Sensitive data blocked (Supervisor) * Sensitive data blocked (Visitor)

Answer 124

**TRUE** ## Footnote Yes, you can enable your agents to block chat requests **from specified IP addresses** while they work in the console. For example, if a customer is using abusive language or sending spam messages, the agent can block that user from starting a new chat. Blocked visitors see a message indicating that chat isn’t available. If a customer attempts to request a chat from a blocked IP address, the chat is canceled.

Answer 125

Chat deployment settings, like chat window branding, control the functionality that’s available to agents and their supervisors while agents chat with customers.

Answer 126

**FALSE** ## Footnote Yes, **you can create a custom report type for Chat sessions** and use it to run reports on your agents' sessions using the Report Builder.

Answer 127

Chat statuses define how you can interact with customers while you're **online, away, or offline.**

Answer 128

* Send Quick Text Messages in Chats * Attach Articles to Chats * Transfer Chats * Allow customers to upload/transfer Files During a Chat * Attach Records to Chat Transcripts * End a Chat Session

Answer 129

Use the **Knowledge One** widget to find articles that help solve customer issues during chats.

Answer 130

TRUE ## Footnote As wise as support agents are, sometimes a single support agent doesn’t have all the information that’s required to solve a customer’s problem. **Chat conferencing lets you invite one or more agents into your customer chats.** That way, your agents can turn boring chats into veritable support parties for your customers—all without disrupting the flow of conversation! Send a chat conferencing request to ask another agent to join you in a customer chat.

Answer 131

When you need help with a chat, **you can raise a virtual flag to alert a supervisor.** Supervisors are alerted that you need help, and they can respond directly via the console.

Answer 132

* Lightning Experience must be enabled to set up Embedded Service * Service Cloud License * Chat License * Chat must be enabled in your org * A Chat button and a Chat deployment must be set up and available in your org * An Experience Builder site (preferable) or a Salesforce site must be set up on your org and available for guest user access * Ensure your browsers are supported for Embedded Chat. We support the same browsers as Experience Builder sites. See Supported Browsers for Experience Cloud Sites for more information.

Answer 133

To set up Embedded Chat, follow these steps: 1. Create an Embedded Service Deployment 2. Specify Your Chat Window's Settings 3. Customize the General Branding for Your Chat Window 4. Adding Your Chat Window to a Website 5. Add Your Chat Window to an Experience Site

Answer 134

FALSE Turn off your pre-chat form at any time by viewing your deployment in Setup and moving the pre-chat page slider to Inactive.

Answer 135

TRUE When you design your pre-chat form, you **can** select a use case scenario that automatically associates information from the form with Salesforce records. When a customer enters their name or email address into the form, Salesforce matches the information with a Salesforce contact record or lead record. If no match is found, Salesforce creates a record.

Answer 136

Salesforce generates a **unique code snippet** based on the information you provided during the Embedded Service setup. Copy and paste the chat code snippet so you can add the chat window to your web pages. Copy and paste the optional meta tag code snippet to make your web pages responsive to different form factors such as mobile and desktop.

Answer 137

Appointment Management gives your users an easy way to schedule, modify, and cancel appointments. The experience is powered by Salesforce Flow. You craft the perfect interaction and decide when and how to create related records like work orders.

Answer 138

To access or view appointments with Appointment Management, the user must have a Customer Community User profile with the **FSL Self Service** permissions set.

Answer 139

Appointment Management can also be set up with **Lightning Scheduler**

Answer 140

After completing the setup flow, you have a budding Knowledge base that’s ready to be filled with great articles for your customers. **Review Your Data Categories** Take a look at the data categories and data category groups your created during the flow. Your customers can use these to help find articles, so make sure they’re clear and they cover everything you want to cover. If you didn’t create any during the flow, go ahead and create some. **Write and Publish Articles**: Now that you’ve set up Lightning Knowledge it’s time to start writing and publishing articles. You can do this from Knowledge home in Lightning Experience or in the Knowledge tab or Article Management tab in Salesforce Classic. **Check it Out in the Console**: Add the Lightning Knowledge component to one of your Lightning console apps and see suggested articles while you browse your team’s cases. You can also search and sort articles, attach and remove articles from cases and chats, and follow and unfollow articles.

Answer 141

To move your knowledge base from Classic Knowledge into Lightning Knowledge, use the **Lightning Knowledge Migration Tool**. Keep in mind that the migration process requires manual steps and verification. It’s possible that some of your data doesn't migrate over. To enable the migration tool in your sandbox or production org, contact Salesforce support.

Answer 142

article actions with public groups

Answer 143

You can use **sharing for Lightning Knowledge**

Answer 144

In a Lightning Knowledge–enabled org, you must have the **Modify All** permission to delete archived articles.

Answer 145

Delete any installed packages that contain **article** types before enabling Lightning Knowledge.

Answer 146

You can’t use the **Public Knowledge Base package (PKB)** in Lightning Knowledge. You can share Lightning Knowledge articles in Experience Cloud and Salesforce Sites. Use Help Center to share articles with unauthenticated users.

Answer 147

* **You can’t remove a published article while editing it.** Instead, the article remains published while you edit the new version as a draft. You can archive the article to remove it, then restore and edit a draft. * **Archiving can’t be scheduled for a future date.** You can create a Flow to periodically archive articles based on a date field. * **Articles don't contain a notification when you schedule publication for a future date.** You also can’t see a list of articles that are scheduled for publication in Lightning Knowledge, and you can't cancel a scheduled publication.

Answer 148

**TRUE** ## Footnote Data categories **CANNOT** be shown in Knowledge list views in Lightning Experience or Salesforce Classic. As a workaround, you can create reports that filter articles by data category.

Answer 149

TRUE ## Footnote Articles created from the Knowledge component DO NOT link to the case automatically.

Answer 150

**FALSE** The case feed in Lightning Experience **DOES NOT** support Knowledge actions. As a workaround, use the actions from the related list of articles or from the suggested articles list in the Knowledge component. Actions don't show if the related list is in a narrow column, but you can click View All.

Answer 151

* Knowledge articles **can't** be inserted into **Macros.** * If you use Salesforce for **Android or iOS, recent articles aren’t displayed** on object home. * Because **Title and URL Name** fields are required, you **can't remove them from a page layout.** Experience Cloud sites use page layouts to display Lightning Knowledge articles, so you can’t remove required fields from Experience Cloud sites.

Answer 152

Consider these customizations: * SOQL that queries the concrete entity name * Visualforce pages that refer to old article types * Code that uses field sets * Apex code that refers to old article types * Custom code using API calls referencing article types * Customer application logic, such as current API code * Some AppExchange packages * Validation rules * CRUD (per Article Type) * Applications that use metadata APIs on field sets, compact layouts, and so forth * Reports that point to old article types

Answer 153

TRUE During Lightning Migration for Multiple Article Type orgs, each knowledge article is given a new ID when it becomes part of the standard Knowledge object.

Answer 154

TRUE By default, all internal users with Read permission can read published articles. Assign permissions to agents and authors who publish, archive, delete, and manage articles.

Answer 155

Lightning Knowledge home uses the same list views that you enjoy elsewhere in Salesforce. By default, you have list views for drafts, published articles, and archived articles. Don’t forget to customize your list views to select which fields you want to display and sort with. For custom list views, you can’t choose fields that aren’t on the article record. So data categories, ratings, view count, and cases aren’t available fields for your list views. By default, list views in Lightning Experience show all available languages. When Lightning Knowledge is enabled, list views in the Article Management tab in Salesforce Classic show articles in the user's language by default, or the master language for Knowledge if the user’s language isn’t available.

Answer 156

Article Record Pages Use the Lightning App Builder to configure the default record page to match your users' workflow. Your Lightning page consists of article page layouts and the components you choose for your users. In addition to standard components, you can use components built by partners and developers from AppExchange. You can even build your own components. With Lightning pages, you can move the ratings, versions, data category, and translation components to the areas of the page that work best for your users.

Answer 157

You can add these components to your record pages. * **Article Data Categories**: Users with permission to manage data categories can change an article’s categories. * **Article Thumb Vote (Ratings)**: Collect feedback with thumbs-up and thumbs-down ratings. Automatically enabled. * **Article Version Comparison**: Compare two versions of an article to see the differences. * **Article Versions**: Select Track Field History and Set History Tracking in the Object Manager. These options make the article version history and field changes available for Knowledge users to view in the Article Versions component. * **Files**: Add the Files related list in your record type page layout. * **Translation Master Article**: Show the master article and translation in the same page layout to assist translators. You can set visibility conditions so only translators and knowledge base managers see the side-by-side view. * **Translation Switcher**: Give translators and administrators an easy way to switch between draft and published versions of an article in all languages.

Answer 158

* **Authoring actions** that you add to the Salesforce Mobile and Lightning Experience Actions section of the page layout appear in the **highlights panel** on record pages in Lightning Experience and the Salesforce mobile app. * **To use inline edit with Knowledge, add the Publication Status field** to your standard page layout. The Publication Status field **must be in the standard page layout**, not in a compact layout. However, the field can appear in both the standard and compact layouts. * **The Title and URL Name standard fields are required.** You can’t remove them from the layout. * To **control which audiences can view an article**, add these fields to the page layout: **Visible in Internal App; Visible to Customer; Visible to Partner; and Visible in Public Knowledge base.** The fields appear as checkboxes in the record.

Answer 159

Article Types An article type controls how an article displays and what type of information of fields are included.

Answer 160

Article Type Templates Article types in Salesforce Knowledge require a template for each channel. The standard article-type templates—**Tab and Table of Contents**—specify how the sections in the article-type layout appear in the published article. For example, if you choose the Tab template, the sections defined in the layout appear as tabs when users view an article. With the Table of Contents template, sections appear on a single page with hyperlinks to each section. You can also create a custom template using Visualforce. Custom templates aren’t associated with the article-type layout.

Answer 161

**TRUE** ## Footnote If your organization has only article type, you **cannot** delete it. Every Salesforce Knowledge org requires at least one deployed article type. Create an article type and then delete the old one.

Answer 162

TRUE ## Footnote Salesforce does not display deleted article types in the Recycle Bin with other deleted records. Instead, deleted article types appear in the Deleted Article Types list on the article list view page for 15 days. During this time, you can restore the article type and its articles, or permanently erase the article type and its articles. After 15 days, the article type and its articles are permanently erased.

Answer 163

To switch users from the Articles tab to the Knowledge tab, add the **Knowledge One** permission to their permission sets.

Answer 164

TRUE If your organization allows customer-support agents to create Salesforce Knowledge articles while closing a case, **you can use Apex to pre-populate fields on draft articles.** To do so, create an Apex class and assign it to the case article type using the example below as a guide.

Answer 165

TRUE Using a custom Visualforce page and the HTML editor, you can insert videos from any provider into your Salesforce Knowledge articles.

Answer 166

**General Settings -** Allow agents to create and edit articles from the Article or Knowledge tab / Activate Validation Status field / Allow agents to add external multimedia content to HTML in the standard editorAllows elements in the standard editor to embed multimedia content from the Dailymotion, Vimeo, and YouTube websites / Enable Lightning Knowledge **Article Summaries -** Show article summaries in article list views **Knowledge One -** Switch from the Articles tab to the Knowledge tab / Suggest related articles on cases / Highlight relevant article text within search results / Auto-complete keyword search / Auto-complete keyword search **Language Settings -** Default Knowledge Base Language / Single or Multiple Language **Case Settings -** Allow agents to create an article from a case - *Classic ONLY* / Use a profile to create article PDFs - *Classic ONLY* / Enable list of cases linked to an article - Doesn’t appear on archived articles or a translation’s edit and detail pages. Doesn’t appear for external users such as portal or Experience Cloud users or on the Salesforce app. **Share Article via URL Settings** - Allow agents to share articles via public URLs **Answers Settings** - Allow agents to create an article from a reply **Chatter Questions Settings** - Display relevant articles as users ask questions in Chatter (also applies to Experience Cloud sites with Chatter) **Knowledge Statistics Settings -** Enable thumbs up or down voting for article

Answer 167

Salesforce Knowledge uses data categories to classify articles. **Data categories are organized in category group.** After creating category groups, admins decide which groups to use for Salesforce Knowledge articles. For example, if your org uses both the Answers and Salesforce Knowledge, you might want one category group to be used by the answers site and two other category groups for articles. Answers and articles can use the same category group. Authors can assign up to eight data categories from one category group to an article so that users searching for articles can find and filter by category. **By default, all the category groups you create are assigned to Salesforce Knowledge**

Answer 168

To implement data category mapping, **select which case fields map to which data categories and set a default data category for cases that have no value for the mapped fields.** For example, cases with a field for which product they are about can be mapped to the data category of that product. Articles assigned that category or product, are filtered to the top of the suggested article list.

Answer 169

Knowledge actions are templates that link a workflow action to an article type. When knowledge actions are enabled, you can use them to link article types to specific workflow article actions, such as publishing. For example, if you want each FAQ to publish as a new version when it completes the approval process, you can create a knowledge action that links an FAQ article to the Publish as New action. Then, when you create an approval process for FAQs, select the new Knowledge action.

Answer 170

In Lightning Knowledge page layouts, actions are shown or hidden **based on the article’s publication status**. In Knowledge home, bulk actions appear on all list views for users with the appropriate permission.

Answer 171

These bulk actions are available in Knowledge home: * Assign * Archive * Delete Draft * Delete Article * Publish * Restore * Submit for Translation

Answer 172

The **Article Management tab** is your home page for working with articles throughout the publishing cycle as they are created, assigned to collaborators, translated, published, archived, and deleted.

Answer 173

Category groups are used by **Salesforce Knowledge (articles), answers (questions), or ideas.** In all cases, category groups are containers for individual data categories. For example, a Contracts category group sometimes contains Fixed Price, Cost Reimbursement, and Indefinite Delivery categories.

Answer 174

Until you **manually activate a category group**, it does not display in Salesforce Knowledge or your answers community. In addition to activating the category group, for answers communities you must assign the category group to a zone before the categories are visible on the Answers tab. To activate a category group so it is available to users, **move the mouse pointer over the name of the category group and click the Activate Category Group icon.**

Answer 175

Deleting a category: * Permanently removes it. It cannot be restored. It never appears in the Recycle Bin. * Permanently deletes its child categories. * As applicable, removes the category and its children from the Answers, Article Management, and Knowledge tabs in all channels, and your company's public knowledge base. * Removes associations between the category and articles or questions. You can reassign articles and questions to another category. * Removes its mapping to visibility. Readers lose their visibility to articles and answers associated with the deleted category.

Answer 176

Sharing or Access The standard Salesforce sharing model contrasts with the default for Knowledge, which uses data categories to control access beyond object permissions. When you use standard sharing, data categories no longer control record access. Your knowledge base continues to use data categories to classify articles. Data categories affect searches and queries and can be used as filters.

Answer 177

There are three types of visibility: ## Footnote **All Categories: All categories are visible** **None: No categories are visible** **Custom: Selected categories are visible**

Answer 178

Create a Knowledge Article to provide easy instructions for our customer support agents.

Answer 179

Think of it as resolutions to cases, customer issues, customer requests. It's a central repository used by employees, customers, and partners to access knowledge articles. Users can: * write, edit, publish, archive articles in Knowledge. * attach articles to open or closed cases. * use the Articles related list on a case to track which article version was attached to a case.

Answer 180

By user feedback and frequency of use

Answer 181

TRUE Yes, Data Categories can be used to control access to Knowledge Articles.

Answer 182

You can also use Knowledge Sharing (newer feature/similar to how you share contracts and other records)

Answer 183

You can have up to **5** levels in your hierarchy of Data Categories.

Answer 184

Approval Process Just publishing it yourself Assigning it to someone else

Answer 185

Work with Data Categories, set them to Knowledge Articles, create/editing/publish/archive Knowledge Articles Others without it can still view articles

Answer 186

TRUE You **can** publish Knowledge Articles on a future date (with 'Schedule Publication On:' field)

Answer 187

TRUE You **can** assign Knowledge Articles to another Knowledge user than yourself... and specify a due date, check off send email notification... so they can view and publish it.

Answer 188

Publish OR Publish as New

Answer 189

TRUE Then, you can attach the appropriate article to the case or insert it into an email (you can also archive it or Edit as Draft).

Answer 190

A Lightning Component that allows you to compare what has changed from one version of a Knowledge Article to the next (by selecting the version(s) to compare it to and then clicking the Compare button).