39759537
Description
Flashcards by Chris St. Germain, updated more than 1 year ago
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Created by Chris St. Germain
over 1 year ago
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| Question | Answer |
| Which way is not a way that a customer can interact with a company's customer support? (Multiple Choice) A. Phone B. Mobile C. Webform D. Blog E. Messaging F. Email G. Help Center | D. Blog |
| Capabilities such as Chat and Knowledge can be added to what support channel type? | Mobile |
| A Call Center is what support channel type? | Phone |
| True or False. Customer phone calls can be integrated with Salesforce? | True. Phone calls can be integrated with Saleforce through the use of CTI (Computer Technology Integration) |
| Name three features of CTI | Enables a SOFTPHONE for dialing and answering calls Incoming call can pop up a contact record Call Logging Call Controls: Transfer, Conference, Answer, Release |
| True or False. Help Centers exist on the Service Cloud? | False: Help Centers exist in the Experience Cloud |
| Help Centers can provide customer self-service through which feature? | Knowledge |
| True or False. Customers cannot create cases via the Help Center | False. Customers can create cases via the Help Center |
| True or False. Web-to-Case can be used to gather inquiries and generate cases from them. | True |
| True or False. Web-to-Case can capture up to 5000 cases a day. | True |
| What is the maximum number of emails that can be processed daily? | The number of user licenses multiplied by 1000, up to a daily maximum of 1,000,000 |
| True or False. The Inbound email size limit is 35MB. | True |
| True or False. The inbound email attachment size is 10MB | False. The inbound email attachment size is 25MB. |
| What in-app or web messaging feature allows agents to send a recommended response to a customer with a single click? | Einstein Reply Recommendations |
| Which feature allows agents to see screen pop up records of a customer while they are in a messaging session? | Individual-Object linking (formerly Channel-Object Linking) |
| How can a list view performance be improved? | By using filters to limit to 2000 records, using indexes on criteria fields, reducing the number of fields, using AND and EQUALS operators |
| which API should be used to hard delete records | Bulk API |
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