Flashcards
Salesforce Admin - Case Management
Flashcards do conjunto (13)
- 1What are the SF tools that facilitate case automation?1) Queues
2) Assignment Rules
3) Auto-Response Rules
4) Escalation Rules
5) Macros - 2What must you do after you create an assignment rule?Make it Active
- 3Who can you assign a case to?A user, a queue, or a partner user
- 4What must you do after you create an escalation rule?Make it active
- 5How many additional e-mail addresses can be included on a case escalation notify?Five, in addition to the primary person notified
- 6What is Web-to-Case?A form of case fields that customers fill out and submit to agents.
- 7How does Web-to-Case work?You decide what fields to include on the form; you generate HTML for the form; and, you send the HTML to your web developer for posting to the company's website.
- 8What is required to implement Web-to-Caese?You must enable it
- 9Where do you create the HTML web form?Setup -> Web-to-Case HTML Generator
- 10When should you include the Case Currency field on the form?When you use multiple currencies; otherwise, all amounts are captured in your corporate currency.
- 11What are the differences between Email-to-Case and On-Demand Email-to-Case?On Demand doesn't require that you install an agent behind your firewall to convert e-mails to cases.
On Demand only accepts attachments less than 25 MB. - 12What is required before agents can access the Salesforce Console to manage cases?They must be assigned the Service Cloud license.
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Informações
- Descrição
- Enterprise Cloud Architect 211. Salesforce Administration FlashCards sobre Salesforce Admin - Case Management, criado por Curtis Cadwallader em 12-12-2017.
- Criado por
- Curtis Cadwallader
- Visualizações
- 18
- Avaliação