Service and Support Applications

Which of the following features are available with Salesforce Knowledge that are not available with Solutions?

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?

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?

Which of the following can a case queue be used for?

A customer service manager would like to assign cases automatically to the most appropriate agent to handle the request. What feature could be used?

Which statement of Case Assingment Rule is correct?

How can knowledge base articles be accessed?

How can knowledge articles be searched?

What determines the type of content a knowledge article contains?

What is incorrect regarding solutions?

Your company would like to display solutions on its website for public access and without requiring visitors to login. What should be enabled?

Which of the following are features available with Solutions?

How can an administrator make sure that internal solutions are not publicty visible?

What are some of the capabilities of solutions?

What can an administrator assign to both Ideas and Answers?

Which functionality is available when solution categories are enabled? (Choose 2)

Where can Salesforce Knowledge be accessed? (Choose 2)

What is a capability of Salesforce Knowledge? (Choose 2)

Which tab can be included in a customer portal? (Choose 2)

Which statement about Community experts is true? (Choose 2)

What is the purpose of the Ideas community?(Choose 2)

What is the purpose of the Service Cloud (customer) portal? (Choose 2)

How can Knowledge articles be used?(Choose 2)

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?

When case assignment rules are being setup, cases can be assigned to whom? (2 answers)

What is the capability of the service cloud (customer) portal? (2 answers)

What are the capabilities of email-to-case? Pick two.

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?

Which statement is true regarding the Answer community? Choose 2 answers.

What is capability of chatter Answers when using the Service Cloud Console? (Choose 2)

How can an administrator use the Case to Data Category Mapping feature in Salesforce Knowledge?

What is capability of case feed? (Choose 2)

How can an administrator controls which Salesforce knowledge articles are visible to customers in the Service Cloud portal? Choose 2

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

How can a knowledge articles be used? (Choose 2)

WHICH IS A CAPABILITY OF EMAIL-TO-CASE? Choose 3 answers.

WHAT IMPACT DOES AN AUTOMATED CASE USER HAVE?

How does an agent submit an article for publishing? Choose 3 answers:

Which is a capability of the new Service Cloud console? Choose three.

Where can the multilingual solution search feature be enabled?(2 answers)

Which user is listed in the case history related list for case changes made for assignment and escalation rules?

Which checkbox would you clear to prevent Support Users from seeing the Discount field?

How can an administrator enhance Case feed? (Choose 2)

What is true about web-to-case (choose 3)?

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?

A USER WANTS TO DELETE SOME OLD CASES. WHAT CONSIDERATIONS MUST THE USER TAKE INTO ACCOUNT? Choose 2 answers.

ONCE SOLUTION CATEGORY BROWSING HAS BEEN ENABLED FOR AN ORG, A USER MUST HAVE WHAT PERMISSION TO ADD A CATEGORY?

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?

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)

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?

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)

What should an administrator consider when setting up case feed?