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139 Cards in this Set

  • Front
  • Back

Which factors influence KPIs, and business challenges for call centers?Hint: C-C-R

a) Customer Satisfaction

b) Cost of Service

c) Revenue

For which KPI area is FCR (First Call Resolution) a driver?
Customer Satisfaction
For which KPI area is AHT (Average Handle Time) a driver?
Cost of Service
For which KPI area is Retention a driver?
What are common call deflection techniques?

a) Email

b) Web

c) Chat

d) Social Media Channels

What can you see at trust.salesforce.com?

Hint: SD-OT-SI

a) Scheduled downtimes

b) Online threats

c) Status of the Instance

With which call center type is "Companies often try to reduce cost in this area" associated?
Help Desk
With which call center type is "High Turnover Environment" associated?
Customer Service
With which call center type is "Free or Fee Based support based on the Entitlement" associated?
Technical Support
With which call center type is "Need Automatic Routing Systems" associated?
Field Service
With which call center type is "High Volumes" associated?
What is the recommended order to implement?Hint: S-A-C-A-C-SCC
Security, Accounts, Contacts, Activities, Cases, Service Cloud Console
What should you ask for as Discovery Preparation?Hint: O-P-R-R-S

a) Org Charts

b) Process maps, training docs

c) Report samples

d) requirements doc (old or new)

e) source system field lists

What are the six main steps in a consulting engagement?Hint: P-A-D-B-V-D
Plan, Analyze, Design, Build, Validate, Deploy
Guidelines for Case ManagementHint: 50-5-20

a) 50 fields

b) 5 record types and page layouts

c) 20 assignment rules

Impact of using person accounts

a) Contacts inherit visibility of accounts

b) Two records for each customer

c) Cannot be turned off once enabled

d) Test in the sandbox

What are the three Entitlement Management models?

a) Entitlements only

b) Entitlements + Service Contract

c) Entitlements + Service Contract + Line Items

On Demand email to case

a) Email parsing requires customization

b) Email attachment size < 10MB

c) Limits on email-to-case volume

d) Case comment email notifications are not customization


a) Behind firewall

b) Attachments > 10 MB

c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together).

d) Requires download and install of Email-to-case agent

4 CTI featuresHint: S-C-A-C

a) Screen Pop

b) Click to dial

c) Automatic call logging

d) Call Control

Benefits of Screen Pop

a) Provides Context

b) Displays Caller's information in Salesforce

c) Improves Efficiency

Benefits of Click to dial

a) Outbound calling from a phone record

b) Clickable links

c) Call from a list view to quickly call large numbers of Clients

Benefits of Automatic Call Logging

a) Integrated call logging with notes

b) Automatic call times directly associated with various salesforce.com objects

Benefits of Call Control

a) End calls, hold, transfer, and conference from within Salesforce

High Level Inbound CTI Architecture

Customer Calls

Telephony System

CTI Adapter to SFDC

Agent Softphone

High Level Outbound CTI Architecture

SFDC Softphone/dialer

CTI Adapter

Telephone System

Implications for CTI Implementation

a) Find a compatible adapter on the App-exchange

b) Install the adapter based on your vendor specifications

c) Configure a call center in Salesforce CRM Call Center for your particular needs

d) Assign agents to the Call Center

Capabilities of Self-Service Portal

a) Log a case

b) View a case

c) Search for solutions

Limitations of Self-Service Portal

a) Not available to new customers since Spring 12

b) Can't update cases

Capabilities of Customer Portal

a) Log, view, edit, and close cases

b) Self registration

Channel Solutions for support






To what can Cases be escalated?

a) User

b) Queue

What is the Early Trigger?

A mechanism to overcome the 'lateness' of escalations that age just after the 15 minute escalation cycle.

Is collaboration in Chatter Answers public or private?
It can be either
How do users get access to Chatter Answers?
They can self-register or you can assign the Chatter Answers User feature license to portal users.
What can you do on the Chatter Answers 'Questions' tab?

a) Review lists of questions

b) Answer questions or add replies to questions c) Manually escalate a question to a case

d) Delete questions or replies

e) Select best answers for questions

f) Promote helpful replies to knowledge base articles

Three use cases for Visualflow in Case Management?

A. Troubleshoot customer issues
B. Generate dynamic quotes
C. Capture and convert leads

Name Visualflow elements

A. Step B. Screen
C. Decision
D. Assignment
E. Record Create
F. Record Update
G. Record Lookup
H. Record Delete
I. Apex plug-ins

Name Visualflow resources

a) Variable - Define an updatable value

b) Constant - Define a fixed value c) Formula - Calculates a value d) Text Template - Define formatted text that can be shared across your flow e) Choice - Define an individual choice option that you can reuse throughout your flow f) Dynamic Choice - Dynamically generates choices from a Salesforce Object

How does Salesforce work with Facebook?

Automatic Creation of cases from Facebook and response is posted back to Facebook.

As an agent, how would you send a facebook private message to someone?

Through Service Console

How does Salesforce work with Twitter

Cases are created through tweets to an @ address. Use send tweet back in Service Console to post back to the customer.

What is the recommended order of data import?

a) Users

b) Accounts

c) Contacts

d) Cases

How frequently can you export attachments?

Once per week

What do elements represent in Flow?
What do resources allow you to do?
Store or manipulate data, and use it throughout the flow.
Whence do you add Flow elements?
The Palette Tab
What is Step in Flow?
Serves as a placeholder that you can use to quickly sketch out a flow
What is Screen in Flow?
Provides a user-facing screen that can be used to collect input or display output
What are the two Logic elements in Flow?

a) Decision - Uses conditions to determine where to route users next in the flow

b) Assignment - Changes the value of a variable

What does the Sub-flow element of Flow do?
References another flow and calls that flow at runtime. Subflows allow you to reduce the complexity of a flow by re-using other flows
What is an Apex Plug-ins in Flow?
Represents a piece of Apex code that you can call from the flow. Apex code allows you to add complex business logic to the flow, such as converting a lead or sending an email
When can you add a Resource in Flow?

From the Resources Tab or when adding a new element.

Which Flow element would you use to set or change the value of a variable?
Which Flow element would you use to create a new record?
Record Create
Which Flow element would you use to wrap up the call?
Which Flow element would you use to determine if the customer is interested in a promotion?
Which Flow element would you use to route the flow differently based on customer's response to question?
Who can run flows?
Users with the "Run Flows" permission
What does the ? in a Flow url do?
It allows you to pass in a variable
What is the "Concatenate Operator" in Flow urls?
What does "&" in a Flow url do?
It allows you to concatenate multiple arguments together
What does the return URL do?
It allows you to specify where to return the user when the flow is complete
How to you indicate the return URL?
True or False: Role Hierarchy should normally mimic the org structure.
True or False: Force.com allows you to bring your custom interface to any device

What are Divisions used for?

Divisions let you segment your organization's data into logical sections, making searches, reports, and list views more meaningful to users.

What results does Division-ing impact?

a) Searches

b) List Views

c) Reports

Which entitlement model would you use for "Sells premium customer support separately from its products"?

Entitlements + Service Contract + Line Item

Which entitlement model would you use for "Provides basic web support on its products with no service contract"?

Entitlements only

Which entitlement model would you use for "Manages individual customer entitlements through a service contract"?

Entitlements + Service Contract

What are the three steps involved in Entitlement Management?Hint: D-S-A

a) Determine Entitlement model

b) Setup entitlements

c) Automate milestones and entitlement process

Entitlements allows you to:Hint: D-M-V-E

a) Define service levels for support

b) Manage entitlements, service contracts

c) Verify eligibility

d) Enforce service levels via automated process

For which KPI area is ASA (Average Speed to Answer) a driver?
Customer Satisfaction
For which KPI area is CPC (Cost per call) a driver?
Cost of Service
For which KPI area is CPA (Calls per agent) a driver?
Cost of Service
The SoftPhone is located in the sidebar and only appears if you are:

a) Assigned to a call center

b) Using a machine with CTI adapter installed

Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?

A. Reads the case

B. Adds a related comment to the case

C. Adds an activity or sends an email from the case record

D. Edits the case E. All of the above

D) Edits the case - Each time you save a case or change the case owner, your escalation rules re-evaluate that case. Once the case matches an escalation rule entry, calculates when the case should be escalated and stops checking other escalation rule entries.

Using Import Wizard you can import Asset records at a time

A. 1000 B. 5000 C. 50,000

D. 100,000 E. You cannot import Assets via Import Wizard

E. You cannot import Assets via Import Wizard

If you delete a case, which two also get deleted? A. Account B. Solution C. Event D. Attachments

When you delete a case, all related events and tasks, case comments, and attachments are also deleted. Associated contacts, accounts, and solutions are not deleted with the case. The deleted case is moved to the Recycle Bin. If you undelete the case, any related items are also restored.

When a Self Service Portal User adds a Case Comment the following actions take place:

A. An email is automatically sent to the case owner B. A Workflow rules is activated C. An Assignment Rule is Activated D. None of the above

An email is automatically sent to the case owner

From any Case List Page the Administrator can Mass Update Multiple Cases at once:

A. True B. False

A True From any case list page, administrators can mass update multiple cases at once

Case Assignment Rules are based on elapsed time A. True B. False

B. False

All of the following objects may have a queue EXCEPT: A. Accounts B. Cases C. Leads D. Custom Objects

Currently you can create queues for Leads, Cases, Service Contracts and Custom Objects.

From any queue list view, users can take ownership of one or more cases if: Choose 3 answers: A. They are members of that Queue B. They have a Contract Manager Profile C. If the OWD for sharing cases is Public Read/Write/Transfer D. They are higher in the Role Hierarchy than a Queue Member E. All of the above

A, C & D

They are members of that Queue

If the OWD for sharing cases is Public Read/Write/Transfer

They are higher in the Role Hierarchy than a Queue Member

Customer Portal Users can Run Reports if: Choose one answer: A. Their Profile includes the Run Reports PermissionB. They have the Admin PrivilegesC. Have access to the Public Report FolderD. All of the above
A. Their Profile includes the Run Reports Permission

Auto Response rules work on which objects?

A. Leads and Cases

B. Leads and accounts

C. Accounts and Opportunity

D. Accounts and Cases


Which of the following utilize the "Automated Case User" (Select all that apply): A. assignment rules B) email notification is triggered via workflow C) When a case is escalated D)Web-To-Case E) Email to case F) On demand Email to case

A, C & F

The user listed in the Case History related list for automated case changes. Automated case changes may occur from assignment rules, escalation rules, On-Demand Email-to-Case, or cases logged in the Self-Service portal.

Which of following is granted by the Manage Cases Permission (Select the four that apply)?

A. Set support business hours

B. Edit the Support settings

C. Set up Email-to-Case

D. Mass Transfer Cases

E. Create, Edit, and Delete custom fields on the Case Object

A. Set support business hours

B. Edit the Support settings

C. Set up Email-to-Case

D. Mass Transfer Cases

Portal Users can Customize Report Results.

A. True

B. False


Portal Users have access to Dashboards

A. True

B. False


Which of the following are options when transferring accounts (Multiple correct answers) A. Transfer open opportunities B. Transfer closed opportunities C. Transfer closed cases D. Transfer open cases E. Keep Account Teams F. Transfer custom objects


Portal Users can View, Create and Search Notes and Attachments on Custom Objects

A. True

B. False


Validation rules are also enforced using the API and Import Wizards.

A. True

B. False


A new list view can be created from within the console

A. True

B. False

What is KCS?
Knowledge Centered Support : Methodology and a set of practices and processes that focus on knowledge as a key asset of the support organisation
What do you need to do to enable Social Customer service?
Log a salesforce.com support ticket to enable the Social Objects and Social Publisher permissions. You must have social hub license and sufficient radian 6 managed accounts
What does Social Customer Service offer an Organisation?
Social customer service integrates with radian 6 so service agents can engage customers by responding to cases created from twitter and facebook. Agents using salesforce1 can see and reply to social content from mobile devices (NOTE: requires case feed to be enabled)
What is Quick Text?
if it is enabled, Agents can create ready-to-send responses to social customers
How you enable social customer service?
Build>Customize> Social apps Integration>Social Customer Management> Settings "Enable Social customer service"
Do service agents need to have their own twitter or Facebook account to use social customer service? T/F

F: Permissions sets assign service agents to the social handle for an organisation

What does social publisher do?

Your support agents when assigned to a social handle with case feed enabled can send social content directly from publisher on a case object.

To send content social publisher needs what fields?

1) In reply to

2) Managed Social Account

3) Message type

4) Content

To create the social publisher what do you do?

1) customise>cases>Buttons Labels and actions2) New action> Action type "social post", Name&Label = Social 3) Customise>Cases Page layouts "page layouts for case feed users" 4) Case feed layout>Actions 5) ensure the action you created "Social" is in the publisher actions layout

With Standard social customer service, are all posts created as a case? T/F

T : with Moderation enabled, and a social hub rule in your radian 6 account, agents can manage which posts get ignored.

What is the social posts Tab?
An object which collects information about posts from a person or company on a social network - where an agent can view, edit and create post content, and delete posts
Where can agents reply to posts?

Agents can reply to posts from the case feed only - not the social posts tab

What is the social persona tab?

tab or object is a collection of publically available info about a person or company from social networking sites - you can edit or delete personas but not create a persona from salesforce. Also there is no field level secutity so any data con Social personas object can be seen by anyone in your organisation

What is Social Hub used to achieve?

1) Automate post-tagging and do research not possible in the Analysis Dashboard
2) Automate workflow in the Engagement Console and automate repetitive action into rules you can use to assign posts to users or queues.
3) Integrate with salesforce.com through the use of the Radian6 for Salesforce AppExchange package

How many layouts can you customize for Case Feed?

1) Feed views, managing and interacting with cases.

2) Detail views, when users click View Case Details.

3) Highlights panels, at the top of both feeds and case detail pages.

4) Close case views, when users close cases from the case detail page.

What new features do communities offer over portal?

1) Use of Site.com to create branded pages

2) Chatter inside communities

3) Management of community using permission sets 4) Access to dashboards for partner users

5) User sharing to set up a membership model

6) Single sign on and support for multiple identity 7) multiple authorization login support

8) Mobile access using Touch browser

Portal vs community: Membership, user management and delegate admin

1) Access can be granted to any type of user

2) Membership model supports permission sets or profiles

3) Internal users with "Manage external users" can manage partner and customer users

4) Self registration is available to partner and customers

Portal vs community: Email, Notifications and tempates

1) the reset password email goes to community reset page instead of temp password email

2)Case comment notification is available for partners and customers

3)Email templates are defined within the community

4) no "change owner to Portal user" setting - use org default

Portal vs community: Custom Objects

Administrators can select any custom objects for use in a community

Portal vs community: Tasks

In communities the public checkbox on Tasks applies to portal user licenses. Tasks not marked public are visible to Task owner and internal users.

Portal vs community: Search (with Chatter enabled)

If chatter is enabled, search is at top of page, if not, shows in sidebar

Portal vs community: Login, Apex and Visual force pages

Don't need a portal login. Just need a url

all existing hard coded paths wont work, all need to be updated with correct url for community

Portal vs community: Apex triggers

when you enable communities any apex triggers on chatter posts or comments will apply. You will need to update triggers if you want triggers to apply only to certain communities

Portal vs community: Ideas

Ideas Zones can be restricted to community

Global search will only find ideas in that community

Zones can be moved from one community to another

Portal vs community: What's not available in communities?

1)Documents tab

2) Custom help settings per community

3) Portal - Self registration settings

4) Solutions hierarchies & top level categories (recommend knowledge instead)

Portal vs community: what can you reuse?

1) Branding assets

2) Reports, sharing rules & workflow

3) knowledge articles

4) person accounts still are not able to be partners

5) you don't have to purchase additional community licenses for your portal users

Which portal licenses changing to community licenses would result in loss of functionality?

- Partner portal to customer community

- Portal Manager to customer community

(note: customer plus communities don't result in lost of functionality for partner portal users)

On the reports page the default vie shows your most recently access reports and dashboards T/F


You can create or manage folders on the reports page to control access to reports and dashboards T/F


How many report format options are there?

1) Tabular - simple lists

2) Summary - Grouped

3) matrix - totals by row and column

4) Joined - multiple information in one report

"Summarize information by" dropdown on the report does what?

Lets you change how data is grouped

Where would you enter a data range to filter your report?

Timeframe - can enter relative timeframes or a date range

"Show" picklist on reports does what?

Restricts data in view by ownership

What features can you do wit "Customize" Report builder in reports

1) Drag and drop fields

2) choose summary groupings

3) add sums or averages

4) add charts

5) set filters

What are the available variable types for Visual flows?

1) Private (default - only used with the flow)

2) input only

3) output only

4) input and output

How many versions of a flow can be active at one time?

Only one version of a flow can be active at a time.

What are the different ways a flow can be deployed?

A. Custom button
B. Custom link
C. Visualforce page

What are the advantages of Customer Plus Licenses over Customer community licenses?

Customer Plus can View content and have read access to Reports and dashboards

What are the advantages of Partner Licenses over Customer plus community licenses?

Partners get access to leads, optys, quotes, campaigns, events and Calendar, and can send emails

What are the recommended limits for communities?

Partner or Customer Community Plus 300,000

Customer 7 million

Which Communities match

The Customer Community license is similar to...

High Volume Customer Portal license

Which Communities match

The Partner Community license is similar to...

Gold Partner license

Which Communities match

Customer Community Plus license is similar to ...

Customer Portal — Enterprise Administration license

What's some of the advantages communities have over the portals

1) Use of Site.Com & VF Pages for branding

2) integrated Chatter and collaboration (feeds)

3) access to Salesforce Answers (Q&A tab), Ideas, and Knowledge.

4) share dashboards (in addition to reports)

5) Salesforce permissions to control who has access to what data

6) mobility