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SFDC Service Cloud > Service Cloud Cards from Quizlet (sbpadhy) > Flashcards

Service Cloud Cards from Quizlet (sbpadhy) Flashcards

(85 cards)

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1
Q

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

A

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

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2
Q

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

A

Customer Satisfaction

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3
Q

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

A

Cost of Service

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4
Q

For which KPI area is Retention a driver?

A

Revenue

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5
Q

What are common call deflection techniques?

A

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

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6
Q

What can you see at trust.salesforce.com? Hint: SD-OT-SI

A

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

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7
Q

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

A

Help Desk

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8
Q

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

A

Customer Service

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9
Q

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

A

Technical Support

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10
Q

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

A

Field Service

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11
Q

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

A

TeleSales

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12
Q

What is the recommended order to implement? Hint: S-A-C-A-C-SCC

A

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

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13
Q

What should you ask for as Discovery Preparation? Hint: O-P-R-R-S

A

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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14
Q

What are the six main steps in a consulting engagement? Hint: P-A-D-B-V-D

A

Plan, Analyze, Design, Build, Validate, Deploy

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15
Q

Guidelines for Case Management. Hint: 50-5-20

A

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

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16
Q

Impact of using person accounts

A

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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17
Q

What are the three Entitlement Management models?

A

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

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18
Q

On Demand email to case

A

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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19
Q

Email-to-case

A

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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20
Q

4 CTI features. Hint: S-C-A-C

A

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

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21
Q

Benefits of Screen Pop

A

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

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22
Q

Benefits of Click to dial

A

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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23
Q

Benefits of Automatic Call Logging

A

a) Integrated call logging with notes b) Automatic call times directly associated with various salesforce.com objects

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24
Q

Benefits of Call Control

A

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

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25
High Level Inbound CTI Architecture
Customer Calls _ Telephony System _ CTI Adapter to SFDC _ Agent Softphone.
26
High Level Outbound CTI Architecture
SFDC Softphone _ CTI Adapter _ Telephone System.
27
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
28
Capabilities of Self-Service Portal
a) Log a case b) View a case c) Search for solutions
29
Limitations of Self-Service Portal
a) Not available to new customers b) Can’t update cases
30
Capabilities of Customer Portal
a) Log, view, edit, and close cases b) Self registration
31
Are Sites Authenticated or Unauthenicated?
Unauthenticated
32
Channel Solutions (License Types)
a) Authenticated Sites b) Service Cloud Portal (Use to be called High Volume Customer Portal) c) Enterprise Admin
33
Which features are common to all four channel solutions?
a) Custom Objects b) Ideas and Answers
34
What is Service Cloud Portal aka?
High Volume Portal
35
What are the limitations of Service Cloud Portal?
SCP users can’t be added to: a) Personal groups or public groups. b) Sharing rules. c) Account teams, opportunity teams, or case teams. d) Salesforce CRM Content libraries.
36
Which Portal has a Portal Super User access?
Customer Portal
37
Which Portal has a Delegated Portal User Administrator access?
Enterprise Admin
38
Which Portal’s users have access to Documents tab and 5mb of data storage?
Partner Portal
39
To what can Cases be escalated?
a) User b) Queue
40
What is the Early Trigger?
A mechanism to overcome the ’lateness’ of escalations that age just after the 15 minute escalation cycle.
41
What is integrated with Chatter Answers?
Cases, Answers, Customer Portal, Knowledge, Sites
42
Is collaboration in Chatter Answers public or private?
It can be either
43
How do users get access to Chatter Answers?
They can self-register or you can assign the Chatter Answers User feature license to portal users.
44
What can you do on the Chatter Answers ’Questions’ tab?
a) Review lists of questions b) Answer questions or add replies to questions c) Manually escalate a question to a case d) Delete questions or replies e) Select best answers for questions f) Promote helpful replies to knowledge base articles
45
Two use cases for Visualflow in Case Management?
a) Automate client verification b) Minimize Manual Tasks
46
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
47
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
48
How does Salesforce work with Facebook?
Automatic Creation of cases from Facebook and response is posted back to Facebook. All through the Conversations Tab
49
As an agent, how would you send a facebook private message to someone?
Through Service Console
50
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
51
What is the recommended order of data import?
a) Users b) Accounts c) Contacts d) Cases
52
How frequently can you export attachments?
Once per week
53
What do elements represent in Flow?
Actions
54
What do resources allow you to do?
Store or manipulate data, and use it throughout the flow.
55
Whence do you add Flow elements?
The Palette Tab
56
What is Step in Flow?
Serves as a placeholder that you can use to quickly sketch out a flow
57
What is Screen in Flow?
Provides a user-facing screen that can be used to collect input or display output
58
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
59
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
60
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
61
When can you add a Resource in Flow?
From the Resources Tab or when adding a new element.
62
Which Flow element would you use to set or change the value of a variable?
Assignment
63
Which Flow element would you use to create a new record?
Record Create
64
Which Flow element would you use to wrap up the call?
Screen
65
Which Flow element would you use to determine if the customer is interested in a promotion?
Screen
66
Which Flow element would you use to route the flow differently based on customer’s response to question?
Decision
67
Who can run flows?
Users with the "Run Flows" permission
68
What does the ? in a Flow url do?
It allows you to pass in a variable
69
What is the "Concatenate Operator" in Flow urls?
&
70
What does "&" in a Flow url do?
It allows you to concatenate multiple arguments together
71
What does the return URL do?
It allows you to specify where to return the user when the flow is complete
72
How to you indicate the return URL?
retURL=
73
True or False: Role Hierarchy should normally mimic the org structure.
FALSE
74
True or False: Force.com allows you to bring your custom interface to any device
TRUE
75
What are Divisions used for?
Very Large Organizations (VLO) with a high volume of data, to enable segmentation of data.
76
What results does Division-ing impact?
a) Searches b) List Views c) Reports
77
Which entitlement model would you use for "Sells premium customer support separately from its products"?
Entitlements + Service Contract
78
Which entitlement model would you use for "Provides basic web support on its products with no service contract"?
Entitlements only
79
Which entitlement model would you use for "Manages individual customer entitlements through a service contract"?
Entitlements + Service Contract + Line Item
80
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
81
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
82
For which KPI area is ASA (Average Speed to Answer) a driver?
Customer Satisfaction
83
For which KPI area is CPC (Cost per call) a driver?
Cost of Service
84
For which KPI area is CPA (Calls per agent) a driver?
Cost of Service
85
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

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