Service Cloud Q&A

What are the 9 steps of the Plan Phase?

1. Consultant team kickoff

2. Client team kickoff

3. Purpose and Scope

4. Roles, resources, and risks

5. Milestones schedule

6. Communication Plan

7. Training Plan

8. Project Plan (Signoff)

9. Discovery Interviews

In the plan phase, what is the purpose of the Consultant team kickoff?

• Confirm client resources

• Collect and share knowledge and documents

• Establish the project over-site process

In the Plan phase, what is the purpose of the Client team kickoff?

The opportunity to introduce the consulting team and to align the client on the items covered in the consulting kickoff, especially on the project purpose and scope.

What are three high-level success metrics for customer service?

• Sustainability

• Productivity

• Loyalty

What are means for ensuring sustainability of customer service?

• Increasing visibility and offering Multi-Channel support through phone, email, portal, chat

• Enabling social call deflections, and reducing Average Cost per case

• Providing the appropriate level of Context- Specific support.

• Leverage case queues, automate workflow, and using the Service cloud console.

What are means for increasing productivity of customer service?

What the means of securing customer loyalty through customer service?

• Improving the consistency of the end-to-end customer experience.

• By using Salesforce entitlements to create a process around service level agreements.

What is important when designing a solution that meets the needs of the Service client?

Align the solution with the client's KPIs

What is the SOW and and what is based on?

The Statement of Work is an approximation of project scope and expectations and serves as the starting point for requirements definition.

The Statement of Work is based on the questionnaire, or discussion document, that allowed the pre-sales team to scope WAG's business needs.

Who should be included when scoping custom functionality?

The Technical Solution Architect

What are 3 key tasks of the Discovery Process?

• Interview key stakeholders to define Requirements Workshop structure

• Understand "as-is" processes and pain points

• Observe interactions with the current system

What is the main activity of the Analyze Phase?

Requirements gathering during a week long Requirements Workshop

What are the 4 activities/steps in the Analyze phase?

1. Requirements Workshop

2. Business value analysis

3. Prioritize and confirm requirements

4. Requirements document signoff

Which Service Cloud feature would contribute to a more efficient and automated routing process?

• Case Queues

• Assignment Rules

What are the main functions of Workforce Management software?

Help predict call volumes, and coordinate the scheduling of agents.

What are the processes/steps in the Design process?

1. Change Management

2. Design Evaluation

3. Solution Design

4. Design Workshop

5. Technical Design

6. Solution Design Signoff

What are 7 ways to maximize the agent experience?

1. Choose design options for their speed and usability

2. Use case related objects to your advantage.

3. Optimize record types and page layouts

4. Apply boundaries to case management configuration items

5. Use parent/child cases for team reporting and tracking

6. Create a new mailbox for Email-, and Web-To-Case

7. Understand Person Account Impacts

What are two example of "Use case related objects to your advantage?"

1. Use entitlements to keep customer satisfaction high through service level agreements

2. Use Knowledge to give agents immediate access to, and collaboration on case resolution

1. Contacts inherit the permissions of the account (contacts cannot be shared by role hierarchy)

2. Person accounts create two records per customer (Account and a "shadow" contact)

3. Person account setting cannot be turned off once it is enabled

What are 3 important considerations for Person Accounts?

What are good boundary guidelines for case configuration?

1. 50 fields

2. Maximum of 5 page layouts and record types

3. 20 assignment rules

What are 4 good means of customizing the Service Cloud?

• Visualforce (e.g. custom screen pop, custom console components)

• Custom Objects that relate to business model

• Apex classes and triggers for automating processes

• Custom workflow (e.g. to enter case and contact information on one page)

What are 3 things an agent may do with Entitlement Management?

1. Manage entitlements and service contracts

2. Verify customer support eligibility

3. Enforce service levels via time-dependent automated processes

What is important to know when scoping Entitlement Management?

How the client is tracking products

What are 4 Service Cloud Product Channels?

1. Authenticated Sites

2. Service Cloud Portal

3. Enterprise Administration

4. Partner Portal

Customer Portal permissions must be defined at the ______ level.

Profile

What should be leveraged if a large number of users are expected to access the portal?

High-Volume customer licenses

For the Customer Portal, it is important to not modify which items?

The Salesforce DOM (Document Object Model) in custom header and footer files

With Web-to-Case, what is a best practice for ensuring users that their information was received?Configure auto-response rules that generate an automated

email response (using a standard template).

What is important to define should assignments rules fail to define the owner?Select a default case owner.

For web-to-case, it is a best practice to match ______ on the web form and the object.Validation rules.

What are Case Queues? Locations where cases can be routed to await agent

processing. They can be created for product categories, customer types, or service levels.

What is the order of the major components to be configured in the Service Cloud?

1. Security and Access

2. Accounts

3. Contacts

4. Activities

5. Cases

6. Analytics

7. Service Cloud Console

In order to use the Service Cloud Console, what must a user be assigned to?

The Service Cloud User feature license

T/F: It is best to use AppExchange to find prebuilt CTI adapters.

True

When migrating data to the Service Cloud what is the recommended order of records?

• Users

• Accounts

• Contacts

• Cases

What is the preferred number of Knowledge Types?

Between 3 and 5

What are the 3 best practices of CMK?

• Consistent look and feel

• Minimal sections per page

• Simplicity of design

What are the 5 steps for setting up users for Knowledge?

1. Assign each user a Salesforce Knowledge feature license.

2. Enable Salesforce Knowledge

3. Manage profiles to enable the appropriate Knowledge permissions

4. Restrict data category access to specific user roles using Role Hierarchy.

5. Restrict article management tasks to specific users through Customize | Knowledge | Article Actions

When using Knowledge, what is available for access to relevant Analytics?

The Knowledge Dashboards and Reports AppExchange package.

T/F: The Call Center App is a standard app.

True

1. Requires the Service Cloud User feature license.

2. Displays records as tabs

3. Displays suggested articles when creating cases.

What are 3 important features/ considerations for the Service Cloud Console App?

1. Partner Portal Profiles

2. Customer Portal Profiles

3. Public Access settings

Where are Article tab access and Article type permissions configured?

T/F: It is not necessary to create a data category if keyword search will find articles

True

Where do I enable Knowledge for a salesforce user?

Check the Knowledge User checkbox on the user record

What should (must?) be created before enabling Knowledge?

Create article types

False. Knowledge may not be disabled.

T/F: Knowledge can be disabled once enabled.

On the Case page layout

Where is the the visibility of the Knowledge Sidebar configured for Cases?

Where are Article Actions configured?

Customize | Knowledge | Articles Actions

How long are deleted Articles held in the cache?

12 hours, even if they were deleted from the recycle bin

What is the definition of "Customer Service?"

Everything after the initial sale of a product or service

What is the difference between a Call Center and a Contact Center?

Call Centers manage customer requests that arrive via phone, while Contact Centers manage requests using phone and data applications.

What are 5 Contact Center types?

1. Customer Service

2. Tech Support

3. Field Service

4. Help Desk

5. Telesales

What is a PBX?

Private Branch Exchange; a system for an organization to use to receive multiple phone calls at one time.

What is ACD?

Automatic call distributor; uses intelligent routing to route the call to the correct agent

What is ANI

Automatic Number Identification; identifies the incoming call's phone number

What is DNIS

Dialed Number Identification Services; identifies the number used when calling customer service

What is IVR

Interactive Voice Recognition; prompts a caller to enter or say an option that will route them to the proper agent

What is CTI

Computer Telephone Integration;

What is Call Deflection?

The practice of using channels other than the phone to solve customer issues; having a rep handle a phone call is the most expensive way of resolving an issue

What are the 3 main CRM challenges?

1. Unsecured Environment

2. Low User Adoption

3. Poor Data Quality

What type of clients require a restrictive security model and have regulatory compliance requirements?

• Financial

• Healthcare & Pharmaceuticals

• Insurance

What type of clients look for cross- and upsell opportunities by using an open sharing model?

• Retail

• Software

• Energy

• Media

What are 5 Security Design Considerations

1. Password Policies & Security Settings

2. Access to records, fields, and related lists

3. Roles and Role Hierarchy

4. Balancing Admin burden with data security and usability

5. Folder and List View Management

When setting up record access, what setting wins?

The most permissive settings between:

• Org-Wide defaults

• Sharing Rules

• Teams

• Record Level Sharing

• Record Ownership

• Role Hierachy

When setting up field access, what setting wins?

The most restrictive settings between:

• Field Level

• Page Layout

What should access to records be based on? a) Org Chart b) User Preference c) OWDs d) Role and Role Hierarchy?

d) Roles and Role Hierarchy

What is Usability?

• User experience of an interface

• Research methods used to assess user experience

What is Adoption?

The process of getting users to willingly use your application due to a perceived value in their lives

What are 4 Usability and Adoption Challenges

• Provide value

• Be easy to use

• Trusted data

• Change management

What does Salesforce Usability mean?

How easily users can achieve their goals using Salesforce CRM applications

How many reports should be designed for users?

No specific number but rather an appropriate amount without being overwhelming

What are 3 main Data Management Challenges?

1. System must enable easy and correct entry

2. Users must be able to find and trust the data

3. System must keep the data clean for future use

What are the 5 steps of a Data Quality Plan

1. Standardize (E.g. account names, postal codes)

2. Cleaning the data (data transformation)

3. Enrich the data (e.g. with 3rd party data)

4. De-Dupe the data

5. Validate (e.g. load and test in Sandbox)

T/F: Data Quality Dashboards are standard for Salesforce

False; it is an AppExchange App

What are the 4 WSDLs available for extending the Force.com platform?

• Enterprise WDSL

• Partner WSDL

• Apex WSDL

• Metadata WSDL

What are the 3 types of Sandboxes?

• Configuration Only Sandbox

• Developer Sandbox

• Full Sandbox

What components are excluded with a Configuration Only Sandbox?

It excludes all standard and custom object records and attachments. It includes 500 MB of storage.

What is a Developer Sandbox?

Configuration Only Sandbox for coding and development for a single developer. Limited to 10 MB of test or sample data

What do divisions impact?

Divisions impact the result set from searches, list views, and reports.

T/F: Divisions are a standard Salesforce feature

False; it must be requested from support

What is a Salesforce "App"?

A group of tabs works as a unit to provide application functionality

What are 3 things that a CSR needs from a System?

• Ease of Use

• Streamlined Process

• Reliable Metrics

What are 3 things in which Service Managers/Executives are interested?

• Metrics

• Measurable ROI

• Meeting Objectives and Goals

What do Account Managers need?

• Complete view of the customer

• No surprises

What are 3 things that a Knowledge Manager needs?

• Accurate, up to date knowledge base

• Easy usage monitoring

• A means to Evaluate effectiveness

What are 4 common customer service challenges?

1. Poor customer satisfaction

2. Low agent productivity

3. Inflexible processes

4. Lack of operational reporting

If the business challenge is "Poor Customer Satisfaction" then what should the solution be designed to do?

• Solve the issue the first time

• Enable agents to be your brand champion

If the business challenge is "Low Agent Productivity" then what should the solution be designed to do?

• Increase agent efficiency

• Streamline the case resolution process

If the business challenge is "Inflexible Processes" then what should the solution be designed to do?

• Define a clear, cohesive resolution process

• Automate manual agent actions

• Leverage reports

If the business challenge is "Lack of Operating Reporting" then what should the solution be designed to do?

What need is most relevant to a CSR?

Ease of use of the system.

What are the 2 high level goals of customer service?

• Decrease cost

• Increase customer satisfaction

What needs to be considered when designing a Web-to-Case form?

Any data validation needs to be part of the Web publishing process.

What are 4 pros of the Self Service Portal?

• Free

• Decreased Interaction

• Context on the Contact

• Improved routing (beyond sites)

What are 2 cons of the Self Service Portal?

• Limited customization

• Only Cases and Solutions

What are 4 pros of the Customer Portal?

• Similar to Self Service but provides richer functionality

• Higher probability of self case resolution

• Multiple branded portals

• Make customer advocates

What is 1 con of the Customer Portal?

• Additional cost; the Self Service Portal is free

What is the 1 Service feature that automatically includes attachments?

Email-to-case

T/F: CTI traditionally creates cases automatically

False; provides contact/caller information

What is an example of a "Proactive" case source?

When a company notifies customers of a product defect or follows up regarding an issue.

T/F: Email-To-Case provides email parsing

False; this may become complex

What is an important consideration regarding volume with Email-To-Case?

Daily limits on email to case volumes

When using Salesforce for Outlook, what is the record type of the created case?

The default record type of the user

What are 7 Assignment types?

1. Manual

2. Attribute (i.e. field evaluations)

3. Process (requires extensive customization)

4. Round Robin

5. Skills Based

6. FTS (Follow the Sun)

7. Availability (handled with CTI)

Which feature(s) meet the need of "Automatic Routing"?

• Assignment Rules

• Workflow

Which feature(s) meet the need of "Automatic Notification"?

Auto-Response rules

Which feature(s) meet the need of "Assignment by a team lead/manager"?

• Change Owner field

• API Tools (Data Loader/Excel Connector)

Which feature(s) meet the need of "Auto-reassignment"?

• Escalation rules

• Business Hours

T/F You should not avoid ZIP code assignment rules

False; ZIP code assignment rules should be avoided

A streamlined case resolution process has what 2 important aspects?

• Clear, consistent case resolution process

• Process automation

What should Case Status values represent?

Should relate to key metrics and not represent actions to be performed, but rather milestones

What should the current case status reflect?

The present status of the case and not an activity that has been performed. E.g. "Waiting for Customer Response" opposed to "Response Sent to Customer"

1. Escalation Rules and Business Hours

2. Workflow and Approvals

3. Validation Rules

4. Reports and Dashboards

5. Predefined Case Teams

What are 5 Salesforce features that meet "Automated Case Management" requirements?

What are of 3 pros of Escalation Rules

• Can be linked to business hours

• Trigger in Order

• Higher limits (than Workflow rules)

What are of 3 cons of Escalation Rules

• Customer cannot be notified (email field)

• Must specify a user (not a role) in the escalation rule

• No field updates (aside from Owner)

• There are more available actions than Escalation rules

What is 1 pro of Workflow rules?

What are 4 cons of Workflow rules?

• Can only trigger them on Save

• Cannot be linked to business hours

• Do not (necessarily) trigger in order

• No reporting available

What Ownership type is best to use when re-assigning cases?

Queues

What are the two keys to streamlining case resolution?

• A unified case resolution process

• Automation of the process

T/F: Workflow rule actions trigger in a specific order and Escalation rules do not.

False; escalation rule actions trigger in a specific defined order

T/F: You can create more Escalation rules than Workflow rules

True

What does "Agent Effectiveness" really mean?

• Complete Customer Picture

• Easy-To-Use Interface

• System Acceptance (e.g. input, training, monitor adoption)

What are 5 tools for meeting the "Complete Picture" requirement?

• Consoles

• Related Lists

• Activities, Comments, and Emails

• Case history

• Related Cases

What can agents use to create ad hoc groups of records?

Tags

What are Case Comments based used for?

Internal comments, but are effective with portals

What can be used to display related items alongside a case record?

Mini Page Layouts

What are 7 examples of Knowledge bases?

• FAQ

• Common Customer Service Response

• Repeatable Resolutions

• Internal Tips and Tricks

• Whitepapers

• Download Management

• Training Material

What 4 Service Cloud features meet "Public and Internal facing Solutions"

• Solutions and Articles

• Ideas and Answers

• Customer Portal

• Self Service Portal

What are 4 ways to improve the Knowledgebase to be searchable and self-learning?

• Categories

• Suggested Solutions

• Helpful Solutions

• Rated Articles

What are Solutions?

• Detailed case issue and resolution

• Internal and/or portal

What are 4 Features of Solutions?

• Helpful Solutions

• Suggested Solutions

• Import Solutions

• Categorize and search

What are 2 Cons of Solutions?

• Agent and customer participation needed for self-learning

• There is a publishing process

What are Articles?

• Users create and collaborate on content

• Internal and/or Portal Content

What are 3 features of Articles?

• Article Ratings

• Categorize and Search

• Archive

• Publication Process

• More configuration (than solutions) to implement

• Not available for high volume portal

• Articles may not be exported

What are 4 cons of Articles?

No

Are Articles available for High Volume Portals?

No

May Articles be exported?

Can solutions be deactivated or deleted?

No; use a "Retired" solution category and update the title of the solution

Yes

Can a solution be available in HTML and text?

Can Categories be used to determine external visibility?

Yes

Which Solutions may all Internal users view?

All Solutions

Will the Solution Import Wizard allow you to categorize solutions?

No

With what tool can you import both Solutions and Categories, and assign Categories to Solutions?

The API

What serves as a great template for Service Reports and Dashboards?

The Service & Support Dashboards on the AppExchange

What are examples of Service metrics which are not available in Salesforce?

Average Hold Time, and Average Time on Phone

Can Case numbers be migrated?

No; but you can import dummy data and delete it to get to the required case number.

TODAY; i.e. the day they are migrated

Migrated Cases are imported with what as the Date Closed?

False

T/F: The Case Comments created date may be migrated.

Can Case History be imported?

No

With an Assignment Rule, to what may a Case be routed?

• Individuals

• Queues

• Case Teams

How many Case Assignment Rules may be active at any time for an Org?

Just one

How many entries may a Case Assignment Rule have?

3,000

If no match is found for a Case Assignment Rule, the item is reassigned to either...

• The default Web-to-Case owner

• The administrator doing a lead import

• The default case owner.

What must be selected on the Case in order for it to use Case Assignment Rules?

The "Assign using active assignment rules" in the "Optional" section

How do you create an error-proof Assignment Rule?

Always create the last rule entry with no criteria. This rule entry will catch any leads or cases that the previous rule entries did not assign.

What occurs with Escalation Rules each time the case is saved?

Escalation rules re-evaluate that case.

Is the Customer Portal available for free?

No, you must purchase licenses

T/F: With the Self Service Portal, users may edit their cases.

Customers do not have any control over their cases; they can view their cases.

Where do I create a new Community?

Customize | Ideas | Communities

Before setting up Community, administrators need to decide on...

• Types of User Access

• Categories

• Display the Idea Status

• Set up Community Experts

What must be created before Knowledge can be enabled?

1 Article Type

How do I enable a user to use Knowledge?

User Profile | Knowledge User

What are the display channels that are available for Knowledge?

• Internal Users

• Customer Portal

• Partner Portal

• Public Knowledge base

What are the three templates for Knowledge?

• Table of Contents

• Tabs

• Custom Visualforce Page

T/F Workflow Rules and Approval Process are not available for Knowledge

False

What are the two types of category group visibility settings?

• Role based

• Default

How do roles impact Group Category Visibility?

In organizations that do not use roles, all data categories are visible. Once a role hierarchy is created, category group visibility determines the individual data categories, categorized articles, and categorized questions that a user can see.

What is the purpose of the Default Category Group Visibility Setting?

The default visibility for users that are not in a role.

What happens after 15 days if an article does not receive a vote?

Its average moves up or down according to the half-life calculation

To what rating do articles without recent votes trend towards?

3 stars

What are the three steps for creating category groups?

1. Define Category Groups that will be useful

2. Create Category Group, adding a unique name and description

3. Assign visibility to Category Groups through the role hierachy

How many Categories may a Category Group contain?

100 categories up to 5 levels deep

Are Category Groups required for using Knowledge?

No

Users with the following permissions may create, edit, deactivate, or delete Categories:

• View Data Categories

• Edit Data Categories

Customer Portal user inherit which rights for Category Visibility?

The access rights of their account owner

Which Articles will users see who are not assigned to a role?

Those that are not categorized

What is the total number of Active and Inactive Category Groups?

5

How many Synonyms may be created in a Synonym group?

6 synonyms in each

What is Stemming?

Searching for multiple forms of a word at once (e.g. land, landing, landed). This feature is automatically enabled.

It is a best practice to add the Articles Related List to which page layout?

Case

T/F: Articles may have attachments

True

When Editing an Article what are two options?

• Leave it online

• Remove from circulation

How do I let users know that an Article has been updated?

Check the Flag as New checkbox when publishing the Article

T/F: When an article is assigned to you, it becomes locked and other users cannot access it.

False. They will see an error.

Is the Self-Service Portal available for new organizations?

Starting with Spring ’12, the Self-Service portal isn’t available for new organizations.

How can multiple contacts be associated with a case?

Set up case contact roles so that more than one contact can be associated with a case at a time.

How can cases easy be related to each other?

Implement case hierarchies so users can associate cases with each other via the Parent Case lookup field on case edit pages.

How can Suggested Solutions easily be enabled?

• Customize > Cases > Support Settings

• Select the checkbox next to Enable Suggested Solutions.

• Enable the Suggested Solutions button on case detail pages so that support reps can view solutions that may help them solve the particular case they are viewing.

How can reps automatically send an email to any contact when they have added a new comment to a case.

Enable Case Comment Notification to Contacts checkbox in Customize > Cases > Support Settings. Then choose an email template.

How is the page layout different for Cases?

You can edit both the case detail page and the close case page.

Where is the Case Assignment checkbox enabled?

On the Properties of the Case page layout, the Case Assignment Checkbox | Show on Edit Page checkbox

Where do you enable the Knowledge sidebar to Show in the Service Console?

On the Properties of the Case page layout, the Knowledge Sidebar | Show in the Service Cloud Console checkbox

When a new Case is assigned to a Queue, how can queue members be notified?

Select Send Assignment Email to Members to notify the specified Queue Email address and all queue members. If a Queue Email address is not specified, only queue members are notified.

Who may take ownership of a Case in a Queue?

Only queue members and users above them in the role hierarchy can take ownership of cases in that queue, unless your organization has set the case organization-wide defaults to Public Read/Write/Transfer.

How do I ensure that Cases are assigned to a specific support rep even if no assignment rules apply?

Choosing a default case owner ensures that your cases are assigned to a specific support representative even if no assignment

rules apply.

What can a Default Case Owner be?

User or a queue.

How many rule entries may an auto-response rule have, and how many may be active at a time?

Auto-response rules can have more than one rule entry but only one auto-response rule can be active at a time.

What should I do after I set up Business Hours?

• Add the Business Hours lookup field to case layouts and set field-level security on the Business Hours field.

• This allows users to view and update business hours on a case.

What are the 3 options regarding business hours when setting up an escalation rule?

• Ignore business hours

• Use business hours specified on case

• Set business hours - select predefined business hours to apply to a case when escalating it.

For an Escalation Rule entry what are the 3 ways to specify how escalation times are set?

• Based on when the case is created

• Based on when the case is created, and disable after the case is first modified

• Based on last modification time of the case

T/F: When creating an Escalation Rule Action, you can specify additional emails to receive a notification.

True; you may specify up to 5 additional emails.

Where do I generate the HTML for Web-to-Case?

Customize > Self-Service > Web-to-Case.

On-Demand Email-to-Case

Which Email-To-Case option does not require you to install the Email-to-Case agent?

Why would you use the "Email to Case" option for Email to Case, not "On Demand?"

• Use this option if you have a requirement to keep all email traffic within your firewall and you want to accept email attachments larger than 10 MB from customers.

• This option requires you to download the Email-to-Case agent and install it behind your network’s firewall.

How many emails can the Email-to-Case agent process per day?

The Email-to-Case agent can convert up to 2500 incoming emails a day into cases (total number of cases, inclusive of all email addresses).

Where do I setup Case Team Roles?

Setup > Customize > Cases > Case Teams > Case Team Roles

A user wants to access the Article Management Tab but it is not visible?

The Article Management tab is not visible to users without “Manage Articles.”

T/F: An Article Type may have more than layout type.

False; One layout is available per article type.

Can Public Knowledge base users rate articles?

No; Public knowledge base users cannot rate articles.

When assigning categories to articles, how many categories in a category group may I choose?

When assigning categories to articles, you can choose up to eight categories in a category group.

What happens when a Category is deleted?

Permanently removes it. It cannot be restored. It never appears in the Recycle Bin.

What happens when a Category Group is deleted?

Moves it to the Deleted Category Groups section, which is a recycle bin.

Which workflow aspect is not available for Article Types?

Tasks are not supported by article type workflow.

Users who will create data categories need which permission?

“Manage Data Categories”

T/F: Articles are published automatically at the end of an approval process.

No; Users must click Publish... to make the article available in the publishing channel(s).

How many Category Groups may be assigned to a community?

You can only assign one category group to an answers community.

Salesforce Knowledge generates a top-level category called “All" in a Category Group. Can I rename it?

Yes; double click it to rename it.

Can you add and remove languages from your Knowledge base?

You can't remove a language once you've added it to your knowledge base.

What Articles may be imported?

You can only import articles that have been exported from the same Salesforce organization. For example, you can't export

articles from your test or sandbox organization and import them into your production organization.

What is the Validation Status field?

When the Validation Status field is enabled on the Knowledge Settings page, you can create picklist values that show the state of an article in the article publication lifecycle.

What are the options available for Article Actions?

• Publish Articles

• Archive Articles

• Edit Published and Archived Articles

• Delete Articles

By default, Salesforce displays solutions in _____.

Text. If you want to create and view solutions in HTML rather than text, you must enable HTML solutions.

Waht indicates the state of a solution?

The solution Status field indicates the state of a solution in the process of being reviewed.

How do allow customers to access public solutions via the Web?

Customize > Self-Service > Public Solutions; Check Public solutions Enabled

T/F: I can apply CSS to Solutions for Public Solutions.

True

What is the purpose of the call center directory?

Every call center includes a directory that lists the phone number of every user assigned to the call center.

T/F: It is not possible to modify the softphone layout.

False. Similar to page layouts, you can design custom SoftPhone layouts and assign them to call center users based on their user profile.

What is Answers?

Answers is a feature of the Community application that enables users to ask questions and have community members post replies.

• Internal Salesforce users

• Customer Portal users

• Partner portal users

• Public users (requires setting up a Force.com Site)

You can display an answers community to the following types of users:

What is a category group in the Answers Community?

In an answers community, a category group provides one or more categories that help organize questions for easy browsing.

What are the two types of Category Group settings for Answers?

• Role-based visibility settings

• Default visibility settings

What is Escalate to Case?

If a question remains unresolved or its reply isn't satisfactory, administrators and trusted community members can escalate thequestion to a case.

Entitlements don't automatically apply to cases created with Web-to-Case or Email-to-Case.

Do Entitlements automatically apply to cases created with Web-to-Case or Email-to-Case?

What is an Entitlement Contact?

Entitlement contacts are contacts specified to receive customer support—for example, a named caller. They're listed on an entitlement's Contacts related list or the contact's Entitlements related list.

What design features do Entitlement contacts not have?

Entitlement contacts don't have page layouts, search layouts, buttons, links, or record types.

What is an Entitlement template?

Entitlement templates are predefined terms of customer support that you can quickly add to products.

What are Contract line items?

Contract line items are specific products covered by a service contract. They only display to users on the Contract Line

Items related list on service contracts, not contracts.

What are Milestones?

Milestones are required steps in your support process. They're metrics that represent service levels to provide to each of your customers.

What are the 3 Milestone statuses?

Complaint

Open Violation

Closed Violation

What is an Entitlement process?

Entitlement processes are timelines that include all of the steps (milestones) that your support team must complete to resolve cases.

Do all Entitlements require a Entitlement Process?

Not all entitlements require entitlement processes. For example, an entitlement might just state that a customer is eligible for phone support and business hours define phone support to be 24/7.

What are Milestone actions?

Milestone actions are time-dependent workflow actions that occur at every step (milestone) in an entitlement process.

What are the 3 types of actions that may be added to a Milestone?

• Success Actions (when a Milestone successfully completes)

• Warning Actions (when a Milestone is nearing a violation)

• Violation Actions (when a Milestone is in violation)

What are the 3 Entitlement Models?

• Entitlements Only

• Service Contracts with Entitlements

• Service Contracts with Contract Line Items and Entitlements

What goal does the Entitlements Only Model meet?

Support reps verify that contacts are eligible for customer support before they create cases.

What goal does the Service Contracts with Entitlements Model meet?

Support reps verify that a contact is eligible for support based on a Service contract

What goal does the Service Contracts withContract Line Items and Entitlements Model meet?

Support reps verify that a contact is eligible for support support based on contract line items

(products) in a service contract

Which fields should be added to the Entitlement page layout to limit the number of cases an Entitlement supports?

• Per Incident

• Cases Per Entitlement

• Remaining Cases

Where do I set up Contract Line Items?

Customize > Entitlement Management > Service Contracts > Contract Line Items

What must be used in order to use Entitlement Templates?

Products.

What are 2 examples of Milestones?

First response and resolution times on cases.

How many Entitlement Processes and Milestones may be set up?

You can create up to 20 entitlement processes and include up to 10 milestones in each entitlement process

What are the options for specifying when a Case enters the Entitlement process?

• Based on create date (of the Case)

• Based on a custom date/time field on the case

Case exits the process?

• Based on when case is closed

• Based on custom criteria

What permissions does the "Manage Entitlements" give?

Set up entitlement management, including milestones, entitlement processes, and entitlement templates

To set up Entitlements, what must you first do?

Set up the Milestones that you will add to the Entitlement Process.

T/F: You can cancel pending actions in the entitlement process queue?

True

Email-To-Case Key features and benefits

1. Customer responses regarding a case are automatically associated with the original case, including any attachments the customer sends.

2. Case reporting measures both inbound and outbound emails by case so that you can see how many emails are exchanged before an issue is resolved.

3. Routing addresses allow you to create multiple email addresses from which the contents of customer emails can be converted to case fields.

4. Assignment Rules, Escalation Rules, Workflow Rules and Auto-Response Rules all work seamlessly with Email-to-Case.