Judith Gräve
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Quiz on Service and Support Applications, created by Judith Gräve on 13/01/2018.

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Judith Gräve
Created by Judith Gräve over 6 years ago
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Service and Support Applications

Service and Support Applications

Question 1 of 52

1

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

Select one or more of the following:

  • Chatter Feed Collaboration

  • Article types and data categories

  • Article versioning

  • multi-language support

Explanation

Question 2 of 52

1

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?

Select one or more of the following:

  • Default Case Owner

  • Web to Lead forms

  • Automated case user

  • Service Level Agreements

  • Entitlements

Explanation

Question 3 of 52

1

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?

Select one of the following:

  • 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

Explanation

Question 4 of 52

1

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

Select one of the following:

  • Manage your support workload

  • Manage distribution of custom object records

  • Manage distribution of leads

  • Manage distribution of service contracts

Explanation

Question 5 of 52

1

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

Select one of the following:

  • Case Assignment Rules

  • Case Escalation Rules

  • Email-to-Case

  • Web-to-Case

Explanation

Question 6 of 52

1

Which statement of Case Assingment Rule is correct?

Select one of the following:

  • 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

Explanation

Question 7 of 52

1

How can knowledge base articles be accessed?

Select one or more of the following:

  • 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

Explanation

Question 8 of 52

1

How can knowledge articles be searched?

Select one or more of the following:

  • Using global search

  • Using federated search on the knowledge tab

  • Using sidebar search

  • From the article management tab

Explanation

Question 9 of 52

1

What determines the type of content a knowledge article contains?

Select one of the following:

  • Article type template

  • Article layout

  • Article type

  • Article data category

Explanation

Question 10 of 52

1

What is incorrect regarding solutions?

Select one of the following:

  • 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

Explanation

Question 11 of 52

1

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

Select one of the following:

  • Solutions with a customer portal

  • Public Solutions

  • Self-Service portal

  • Solutions portal

Explanation

Question 12 of 52

1

Which of the following are features available with Solutions?

Select one or more of the following:

  • Recommended Solutions

  • Validation Rules

  • Solution Types

  • Field History

  • Record Types

Explanation

Question 13 of 52

1

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

Select one of the following:

  • 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

Explanation

Question 14 of 52

1

What are some of the capabilities of solutions?

Select one or more of the following:

  • 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

Explanation

Question 15 of 52

1

What can an administrator assign to both Ideas and Answers?

Select one of the following:

  • Status

  • Categories

  • Sharing Rules

  • Workflow Rules

Explanation

Question 16 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 17 of 52

1

Where can Salesforce Knowledge be accessed? (Choose 2)

Select one or more of the following:

  • Documents tab

  • Customer and Partner portals

  • Related list on case records

  • Chatter Knowledge tab

Explanation

Question 18 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 19 of 52

1

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

Select one or more of the following:

  • Knowledge

  • Opportunities

  • Dashboards

  • Ideas

Explanation

Question 20 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 21 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 22 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 23 of 52

1

How can Knowledge articles be used?(Choose 2)

Select one or more of the following:

  • To resolve customer cases

  • To display for customer self-service

  • To display Salesforce Answers

  • To display Salesforce Solutions

Explanation

Question 24 of 52

1

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?

Select one of the following:

  • Auto-response rule

  • Validation rule

  • Email-to-case

  • Support settings

Explanation

Question 25 of 52

1

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

Select one or more of the following:

  • Queue

  • User

  • Case Team

  • Contact

Explanation

Question 26 of 52

1

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

Select one or more of the following:

  • 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.

Explanation

Question 27 of 52

1

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

Select one or more of the following:

  • 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.

Explanation

Question 28 of 52

1

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?

Select one of the following:

  • Interaction Log

  • Publisher

  • Highlights Panel

  • Chatter Feed

Explanation

Question 29 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 30 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 31 of 52

1

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

Select one of the following:

  • 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

Explanation

Question 32 of 52

1

What is capability of case feed? (Choose 2)

Select one or more of the following:

  • 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

Explanation

Question 33 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 34 of 52

1

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

Select one of the following:

  • Case Queue

  • User Queue

  • Solutions queue

  • Knowledge queue

Explanation

Question 35 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 36 of 52

1

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

Select one or more of the following:

  • 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.

Explanation

Question 37 of 52

1

WHAT IMPACT DOES AN AUTOMATED CASE USER HAVE?

Select one of the following:

  • 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

Explanation

Question 38 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 39 of 52

1

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

Select one or more of the following:

  • 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.

Explanation

Question 40 of 52

1

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

Select one or more of the following:

  • Public knowledge base

  • Solution tab search

  • Self-service portal

  • Salesforce content

Explanation

Question 41 of 52

1

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

Select one of the following:

  • 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

Explanation

Question 42 of 52

1

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

Select one of the following:

  • 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

Explanation

Question 43 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 44 of 52

1

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

Select one or more of the following:

  • 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

Explanation

Question 45 of 52

1

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?

Select one of the following:

  • 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

Explanation

Question 46 of 52

1

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

Select one or more of the following:

  • RELATED CASE COMMENTS ARE DELETED

  • RELATED CONTACTS ARE DELETED

  • RELATED ACTIVITIES ARE DELETED

  • RELATED ACCOUNTS ARE DELETED

Explanation

Question 47 of 52

1

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

Select one of the following:

  • CREATE ON SOLUTION

  • EDIT AND DELETE ON SOLUTION

  • EDIT ON SOLUTION

  • CREATE AND EDIT ON SOLUTION

  • MANAGE CATEGORIES

Explanation

Question 48 of 52

1

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?

Select one of the following:

  • Account Team

  • Sales Team

  • Case Team

  • Partner Roles

Explanation

Question 49 of 52

1

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)

Select one or more of the following:

  • Documents

  • Solutions

  • Case Comments

  • Knowledge

Explanation

Question 50 of 52

1

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?

Select one of the following:

  • Ideas

  • Knowledge

  • Answers

  • Custom Object

Explanation

Question 51 of 52

1

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)

Select one or more of the following:

  • Workflow rules

  • Business Hours

  • Holidays

  • Case escalation rules

Explanation

Question 52 of 52

1

What should an administrator consider when setting up case feed?

Select one of the following:

  • 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

Explanation

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