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Service and Support Applications

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Quiz on Service and Support Applications, created by Judith Gräve on 13/01/2018.
Judith Gräve
Quiz by Judith Gräve, updated more than 1 year ago
Judith Gräve
Created by Judith Gräve over 6 years ago
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Resource summary

Question 1

Question
Which of the following features are available with Salesforce Knowledge that are not available with Solutions?
Answer
  • Chatter Feed Collaboration
  • Article types and data categories
  • Article versioning
  • multi-language support

Question 2

Question
Which of the following support settings do you need to configure before setting up assignment rules, escalation rules, web-to-case and email-to-case?
Answer
  • Default Case Owner
  • Web to Lead forms
  • Automated case user
  • Service Level Agreements
  • Entitlements

Question 3

Question
You would like visitors to your puiblic site to be able to view knowledge base content. What do you need to do to enable this?
Answer
  • Enable external knowledge access in profile settings
  • Nothing, this is enabled by default
  • Install an app from the App Exchange
  • Bulit a custom solution to expose knowledge content to a public site

Question 4

Question
Which of the following can a case queue be used for?
Answer
  • Manage your support workload
  • Manage distribution of custom object records
  • Manage distribution of leads
  • Manage distribution of service contracts

Question 5

Question
A customer service manager would like to assign cases automatically to the most appropriate agent to handle the request. What feature could be used?
Answer
  • Case Assignment Rules
  • Case Escalation Rules
  • Email-to-Case
  • Web-to-Case

Question 6

Question
Which statement of Case Assingment Rule is correct?
Answer
  • Multiple assignment rules can be active
  • The assignee automatically gets an email notification when the case is assigned to them
  • A case can be assigned to a user, queue or role
  • A case assignment rule can consist of multiple rule entries

Question 7

Question
How can knowledge base articles be accessed?
Answer
  • From a public knowledge base site
  • From the Case Feed
  • From a link on the case detail page
  • From a customer community
  • From the solutions tab

Question 8

Question
How can knowledge articles be searched?
Answer
  • Using global search
  • Using federated search on the knowledge tab
  • Using sidebar search
  • From the article management tab

Question 9

Question
What determines the type of content a knowledge article contains?
Answer
  • Article type template
  • Article layout
  • Article type
  • Article data category

Question 10

Question
What is incorrect regarding solutions?
Answer
  • Custom fields cannot be added to Solutions
  • Solutions can be in text of html format
  • Solutions can be imported using the data loader
  • Solutions can be accessed from cases or a customer community

Question 11

Question
Your company would like to display solutions on its website for public access and without requiring visitors to login. What should be enabled?
Answer
  • Solutions with a customer portal
  • Public Solutions
  • Self-Service portal
  • Solutions portal

Question 12

Question
Which of the following are features available with Solutions?
Answer
  • Recommended Solutions
  • Validation Rules
  • Solution Types
  • Field History
  • Record Types

Question 13

Question
How can an administrator make sure that internal solutions are not publicty visible?
Answer
  • Use the visible in the public solutions field
  • disable the public solutions setting
  • uncheck the visible in public knowledge base field
  • set the solutions visibility setting to private

Question 14

Question
What are some of the capabilities of solutions?
Answer
  • Solutions can be translated into other languages
  • Solutions can be categorised
  • Salesforce can automatically email solutions when a case is entered
  • Salesforce can automatically suggest solutions

Question 15

Question
What can an administrator assign to both Ideas and Answers?
Answer
  • Status
  • Categories
  • Sharing Rules
  • Workflow Rules

Question 16

Question
Which functionality is available when solution categories are enabled? (Choose 2)
Answer
  • Ability to automatically assign a solution to all sub categories below the parent category
  • Ability to create solution category custom reports to find uncategorized solutions
  • Ability to control the visibility of specific solutions in the customer and self service portals
  • Ability to control the visibility of specific solutions in the Solutions and Cases tabs

Question 17

Question
Where can Salesforce Knowledge be accessed? (Choose 2)
Answer
  • Documents tab
  • Customer and Partner portals
  • Related list on case records
  • Chatter Knowledge tab

Question 18

Question
What is a capability of Salesforce Knowledge? (Choose 2)
Answer
  • Knowledge allows an organization to share articles with partner portal users
  • Knowledge only allows a single article type across all data categories
  • Knowledge uses data categories and roles to make articles visible to specific users
  • Knowledge automatically creates a solution for each new article

Question 19

Question
Which tab can be included in a customer portal? (Choose 2)
Answer
  • Knowledge
  • Opportunities
  • Dashboards
  • Ideas

Question 20

Question
Which statement about Community experts is true? (Choose 2)
Answer
  • Community experts can delete inappropriate community content
  • Community experts can be designated for Salesforce Ideas or Answers
  • Community experts are designated by an icon
  • Community experts can manage Salesforce Ideas categories

Question 21

Question
What is the purpose of the Ideas community?(Choose 2)
Answer
  • To provide access to articles that answer questions around an idea theme
  • To comment on and vote for ideas posted by other community members
  • To invite customers, partners, and employees to submit ideas around a theme
  • To post customer ideas by logging cases on the Ideas tab of the portal

Question 22

Question
What is the purpose of the Service Cloud (customer) portal? (Choose 2)
Answer
  • To allow partners to access contact records for case collaboration
  • To allow customers to log and check the status of cases online
  • To share support requests and dashboards with high-profile accounts
  • To provide Web self-service by exposing Knowledge articles

Question 23

Question
How can Knowledge articles be used?(Choose 2)
Answer
  • To resolve customer cases
  • To display for customer self-service
  • To display Salesforce Answers
  • To display Salesforce Solutions

Question 24

Question
Universal Containers uses Web-to-Case to convert support requests submitted through its website into cases. The support team would like Salesforce to automatically send an email containing password reset instructions to the customer when the case subject contains the words "forgot" and "password". What does the administrator need to configure to meet this requirement?
Answer
  • Auto-response rule
  • Validation rule
  • Email-to-case
  • Support settings

Question 25

Question
When case assignment rules are being setup, cases can be assigned to whom? (2 answers)
Answer
  • Queue
  • User
  • Case Team
  • Contact

Question 26

Question
What is the capability of the service cloud (customer) portal? (2 answers)
Answer
  • Customer can log, view, edit, and close their own cases.
  • The portal and its users can be created without additional licenses.
  • The portal can be customized with corporate branding.
  • Customers can view and edit contacts related to their own accounts.

Question 27

Question
What are the capabilities of email-to-case? Pick two.
Answer
  • Triggers assignment rules, escalation rules, and workflow rules.
  • Automatically associates customer email replies with the case.
  • Uses the company's email address to associate an account with the case.
  • Automatically populates case fields based on data the customer enters on the website.

Question 28

Question
What section of the Salesforce Console for Service and Case Feed allows users to get up to speed quickly on the details of a case?
Answer
  • Interaction Log
  • Publisher
  • Highlights Panel
  • Chatter Feed

Question 29

Question
Which statement is true regarding the Answer community? Choose 2 answers.
Answer
  • answers can be displayed externally on a customer or partner portal
  • data categories control access to articles and questions
  • unanswered questions are automatically escalated to new cases
  • community experts must be internal Salesforce users

Question 30

Question
What is capability of chatter Answers when using the Service Cloud Console? (Choose 2)
Answer
  • Community members can like or flag comments
  • Administrators can create custom page layout for questions
  • Support agents can invite customers into private chatter group
  • Support Agents can use the Questions tab to ask Questions

Question 31

Question
How can an administrator use the Case to Data Category Mapping feature in Salesforce Knowledge?
Answer
  • Track article history to see which users made changes to articles
  • Allow support agents to create and manage data categories
  • Control data category visibility using permission set and profiles
  • Prepopulate article search filters based on the values of case fields

Question 32

Question
What is capability of case feed? (Choose 2)
Answer
  • Track Chatter answers posts, Live Agent chat transcripts, and social posts from Facebook and Twitter
  • Manage private chatter groups with members who are collaborating to resolve cases
  • Provide standard and custom publishers that simply the case management process
  • Track community feedback and votes on Ideas posted by customers, partners, and employees

Question 33

Question
How can an administrator controls which Salesforce knowledge articles are visible to customers in the Service Cloud portal? Choose 2
Answer
  • Assign article type visibility using custom components
  • Assign article type visibility using roles
  • Assign data category visibility using profiles
  • Assign data category visibility using roles

Question 34

Question
A virtual storage that can be used to group on criteria such as skill requirements, product categories, customer types or service levels is called a
Answer
  • Case Queue
  • User Queue
  • Solutions queue
  • Knowledge queue

Question 35

Question
How can a knowledge articles be used? (Choose 2)
Answer
  • Display articles in Salesforce Answers
  • Attach an article to a milestone in a support process
  • Attach a translated article to a case
  • View the articles related list on a case

Question 36

Question
WHICH IS A CAPABILITY OF EMAIL-TO-CASE? Choose 3 answers.
Answer
  • ASSIGNMENT RULES, ESCALATION RULES, WORKFLOW RULES, AND AUTO-RESPONSE RULES ARE TRIGGERED WHEN A CASE IS CREATED VIA EMAIL-TO-CASE
  • ALL CUSTOMER EMAIL REPLIES, INCLUDING ATTACHMENTS, RELATED TO A CASE ARE AUTOMATICALLY ASSOCIATED WITH THE CASE.
  • ADMINISTRATORS CAN CONFIGURE SETTINGS SO THAT CONTENTS OF AN EMAIL CAN BE MAPPED TO CUSTOM CASE FIELDS.
  • CASE REPORTS MEASURE BOTH INBOUND AND OUTBOUND EMAILS TO DETERMINE THE TOTAL NUMBER OF EMAILS EXCHANGED BEFORE AN ISSUE IS RESOLVED.
  • A CLOSED CASE CAN BE REOPENED BY INCLUDING THE TEXT REOPEN IN THE SUBJECT LINE OF AN EMAIL RELATED TO A CASE.

Question 37

Question
WHAT IMPACT DOES AN AUTOMATED CASE USER HAVE?
Answer
  • THE AUTOMATED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS CREATED ONLINE, ESCALATED OR CLOSED BY ANOTHER USER.
  • THE AUTOMATED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS CREATED ONLINE, ASSIGNED USING THE ASSIGNMENT RULES AND WHEN A CASE IS ESCALATED
  • THE AUTOMATED CASE USER WILL NEVER BE LISTED IN THE CASE HISTORY.
  • THE AUTOMATED CASE USER WILL BE LISTED IN THE CASE HISTORY WHEN A CASE IS ASSIGNED USING THE ASSIGNMENT RULES, A WORKFLOW RULE IS TRIGGERED ON THE CASE, OR ESCALATED

Question 38

Question
How does an agent submit an article for publishing? Choose 3 answers:
Answer
  • Promote an Answer for consideration
  • Re-assign an article to the publishing queue
  • Publish an article to the solution category
  • Submit an article upon closing a case
  • Publish at-will, with "Manage Articles" profile permission

Question 39

Question
Which is a capability of the new Service Cloud console? Choose three.
Answer
  • It provides data visibility by combining a list view and related records on one screen.
  • It allows agents to view key record information in the highlights panel.
  • It preserves the context of calls using primary tabs and sub tabs.
  • It allows access to data by opening each record in a new window.
  • It allows agents to take notes in an interaction log while in a call.

Question 40

Question
Where can the multilingual solution search feature be enabled?(2 answers)
Answer
  • Public knowledge base
  • Solution tab search
  • Self-service portal
  • Salesforce content

Question 41

Question
Which user is listed in the case history related list for case changes made for assignment and escalation rules?
Answer
  • the owner of the case when the rule was triggered
  • the user who created the assignment or escalation rule
  • the automated case user specified in the support settings
  • the default case owner specified in the assignment or escalation rule

Question 42

Question
Which checkbox would you clear to prevent Support Users from seeing the Discount field?
Answer
  • Visible FLS checkbox for Support User profile
  • Read-Only FLS checkbox for Support User profile
  • Visible FLS checkbox for Standard User profile
  • Read-Only FLS checkbox for Standard User profile

Question 43

Question
How can an administrator enhance Case feed? (Choose 2)
Answer
  • Allow support users to save email drafts and submit emails for approval
  • Add Columns to the default three-Column Case feed Page Layout
  • Configure a custom button in the Email publisher for the SoftPhone functionality
  • Customize where the publisher menu appears and which publishers to display

Question 44

Question
What is true about web-to-case (choose 3)?
Answer
  • All Web-generated cases that are not assigned automatically via the case assignment rule are assigned to the default case owner specified in your Support Settings page
  • Customers can only report cases on one product at a time
  • Whenever possible, Web-generated cases are automatically linked to the relevant contact and account based on the customer's email address
  • Salesforce runs field validation rules before creating records submitted via Web-to-Case and only creates records that have valid values

Question 45

Question
A company requires that support agents take ownership of and respond to incoming cases within three hours of case creations. How system administrators automate this process?
Answer
  • Create case auto-response rule to send an email to the customer within two hour of case creation
  • Create a workflow rule to send an email to support managers when a case is created and assigned to a queue
  • Create a workflow rule to assign a task to all support agents if a case has NOT been accepted by an agent within two hours
  • Assign a case to a queue and create an escalation rule to escalate cases that have NOT been accepted by an agent within two hour

Question 46

Question
A USER WANTS TO DELETE SOME OLD CASES. WHAT CONSIDERATIONS MUST THE USER TAKE INTO ACCOUNT? Choose 2 answers.
Answer
  • RELATED CASE COMMENTS ARE DELETED
  • RELATED CONTACTS ARE DELETED
  • RELATED ACTIVITIES ARE DELETED
  • RELATED ACCOUNTS ARE DELETED

Question 47

Question
ONCE SOLUTION CATEGORY BROWSING HAS BEEN ENABLED FOR AN ORG, A USER MUST HAVE WHAT PERMISSION TO ADD A CATEGORY?
Answer
  • CREATE ON SOLUTION
  • EDIT AND DELETE ON SOLUTION
  • EDIT ON SOLUTION
  • CREATE AND EDIT ON SOLUTION
  • MANAGE CATEGORIES

Question 48

Question
A Company decides to outsource its first tier support to some other company. If they want to see the list of individuals who contribute to resolve case, then what can be used?
Answer
  • Account Team
  • Sales Team
  • Case Team
  • Partner Roles

Question 49

Question
Your organization is evaluating ways to improve customer support agent productivity. Agents currently spend much of their time answering many of the same common customer questions. Some agents have saved responses in Word documents on their local computer, and copy/paste content from these documents into emails to customers. Others simply reply by hand for each inquiry. What features of Salesforce could be leveraged to improve agent productivity? (Select 2 answers)
Answer
  • Documents
  • Solutions
  • Case Comments
  • Knowledge

Question 50

Question
3 Lines is a software development company that is evaluating methods to capture customer feedback to improve their products. Which Salesforce product is best suited to this application?
Answer
  • Ideas
  • Knowledge
  • Answers
  • Custom Object

Question 51

Question
Your organization uses the Service Cloud to provide support to its customers. There are two support teams: Tier 1 Support and Tier 2 Support. When the Tier 1 Support team has not been able to resolve a customer support issue within 40 working hours, the case should be reassigned to the Tier 2 Support team. Both teams work 8AM-5PM Monday-Friday (PST), and do not work most major US holidays. What features of Salesforce should be leveraged in this scenario? (Select all that apply)
Answer
  • Workflow rules
  • Business Hours
  • Holidays
  • Case escalation rules

Question 52

Question
What should an administrator consider when setting up case feed?
Answer
  • Case feed requires the Service Cloud User feature license
  • The use case feed permission is automatically active for all profiles
  • Chatter Feed tracking must be enabled for the case object
  • Case feed replaces the standard case detail page by default
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