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146 Cards in this Set
- Front
- Back
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Which of the following is a typical user of Salesforce Knowledge? (choose one answer) |
E. All of the above |
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Salesforce Knowledge offers the ability to store PowerPoint files, PDFs, office documents, and any other type of file with no restriction on size or length. |
B. False |
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What is the purpose of Article Types? (choose one answer) |
B. To define the format and structure of articles. |
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Salesforce Knowledge offers administrators the ability to fully customize the way an article displays to an end user. |
A. True |
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Which of the following features is NOT unique to Salesforce Knowledge? (choose one answer) |
D. Custom Page Layouts |
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When an article is assigned to you, it becomes locked and other users cannot access it. |
B. False |
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Which of the following best describes Data Categories? (Select all that apply) |
A and B |
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If you need to correct a spelling mistake, you'll need to remove the article from the knowledge base before you can edit it. Users won't have access to that article until it is republished. |
B. False |
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Printers-R-Us sells premium customer support separately from its line of printers. |
C. Entitlements with Service Contracts and Line Items |
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Printers-R-Us provides basic Web support on all printers with no service contract. |
A. Entitlements Only |
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Printers-R-Us manages individual customer entitlements through a service contract. |
B. Entitlements with Service Contracts |
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What is the first step before setting up entitlements? |
B. Enable entitlement management |
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Your support process is not based on individual service contracts. Which steps should you perform when setting up entitlements? (choose one answer) |
D. Customize entitlements fields and the entitlements page layout |
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Regardless of the entitlement model used, which page layouts might you want to customize? (select all that apply) |
A and B and C and D and E |
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To set up an entitlement process, what must you do? (Select one answer) |
C. Set up milestones that you will add to the entitlement process |
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Put the following steps in the correct order to create an entitlement process: |
6-3-2-1-5-4 |
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An Administrator must select milestones from an existing list of available milestones. |
B. False |
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What actions can you add to a milestone? (Select all that apply) |
A and C and D |
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You can cancel pending actions in the entitlement process queue. |
A. True |
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Visual Flow: Which element would you use to determine if the customer is interested in a product or shipping promotion? |
D. Screen |
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Visual Flow: Which element would you use to route the flow differently based on whether the customer is interested in the product promotion, shipping promotion, or not interested? |
C. Decision |
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Visual Flow: What element would you use to set an opportunity name variable to "Product Promotion"? |
C. Assignment |
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Which element would you add to create a new opportunity record? |
D. Record Create |
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Which element would you use to wrap up cross-selling and the call? |
B. Screen |
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What are use cases for Visual Workflow? |
A and B and C |
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What elements can be used to build a flow? |
All of these are elements used for flows |
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How many versions of a flow can be active at one time? |
Only one flow can be active at a time |
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What are the different ways a flow can be deployed? |
A and B and C |
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What is CTI? |
B. Computer Telephony Integration |
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Which CTI Toolkit functionality comes standard out of the box? (Select all that apply) |
A and B and C and D |
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What is the recommended strategy to implement CTI with Salesforce? |
A. Select an existing CTI adapter from a certified partner |
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Which component converts XML into HTML to render the Softphone? |
A. Browser Connector |
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Which component is always the same for every CTI Adapter? |
A. Browser Connector |
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Which component is different for each CTI Adapter? |
B. CTI Connector |
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Which component maintains an XML representation of the Softphone? |
B. CTI Connector |
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Where do you configure CTI settings such as call center definition, directory numbers, and SoftPhone layouts? |
C. Salesforce administrator setup screens |
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What is the most important piece of information when trying to troubleshoot a CTI issue? |
D. An understanding of the issue and the ability to recreate it |
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Which diagnostic tools and log files are helpful when solving CTI issues? (Select all that apply) |
A and B and C and D |
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On the Reports page, the default view shows your most recently viewed reports and dashboards. |
A. True |
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You can create or manage folders on the Reports page to control access to reports and dashboards. |
A. True |
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Andrew is using the "# of Cases" report, and he wants to see the number of cases opened this month. What should he do? |
C. From the Range picklist, select This Month |
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Andrew is using the "# of Cases" report, and wants to see what cases his support agents have by Type (ex: Problem, Feature Request, Question). What should he do? |
A. Drill down on Type |
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You want to list data by case age, not by case owner. Would you use Report Options or the Customize function? |
A. Report Options |
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You want to change the time frame for your report from last month to this month. Would you use the Report Options or the Customize function? |
A. Report Options |
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You want to filter your data to list only cases older than a week. Would you use the Report Options or the Customize function? |
B. Customize |
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You want to add a column to your standard report. Would you use the Report Options or the Customize function? |
B. Customize |
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Which of the following can be done by customizing your report? (Select all that apply) |
A and D and E and F |
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Once you have made changes and run a report, what's the first thing you should do? |
C. Save it |
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Which chart type is best to use in this case: |
D. Line Chart |
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Which chart type is best to use in this case: |
A. Funnel chart |
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Which chart type is best to use in this case: |
B. Pie Chart |
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Which chart type is best to use in this case: |
C. Bar Chart |
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Andrew is trying to add a chart to his report, but the Add Chart button is not showing. What should he do? |
A. Change the report from a tabular to a summary or matrix type. |
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Conditional Highlighting allows you to customize your reports by showing visual highlights for analysis. |
A. True |
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How can you set a date range on a report? (Select all that apply) |
A and B |
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How can you remove a column from your report? |
B. Use the Remove Column option on the Preview Pane |
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How can you change the grouping of data in a report (select all that apply) |
A and C |
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The following filter will return which of the following cases? (Select all that apply) |
A and C and D |
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Which Chart Type does this definition belong to? |
C. Pie |
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Which Chart Type does this definition belong to? |
F. Scatter |
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Which Chart Type does this definition belong to? |
D. Donut |
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Which Chart Type does this definition belong to? |
E. Funnel |
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Which Chart Type does this definition belong to? |
A. Bar |
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Which Chart Type does this definition belong to? |
B. Line |
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What determines which tabs customer and partner users can see in a community? |
B. Their community profile |
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What should you do before you enable communities for your organization? (Select all that apply) |
B and C and D |
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How are members assigned to a community? (Select all that apply)
A. Through their contact record B. Through their profiles C. Through permission sets D. Through their roles |
B and C |
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What determines which Knowledge articles a member will see in a community? (Select all that apply)
A. The member's profile B. The member's role C. The community's branding D. The community's zones |
A and D |
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Consultants for a Knowledge implementation are attempting to consolidate the client's current Article Types. Which of the following would fit into an article type labeled "FAQ"?
A. Alert B. Procedure C. Outage D. Incident E. Product F. Service G. FAQ |
G |
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Consultants for a Knowledge implementation are attempting to consolidate the client's current Article Types. Which of the following would fit into an article type labeled "Step-by-Step"?
A. Alert B. Procedure C. Outage D. Incident E. Product F. Service G. FAQ |
B and C and D |
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Consultants for a Knowledge implementation are attempting to consolidate the client's current Article Types. Which of the following would fit into an article type labeled "Products & Services"?
A. Alert B. Procedure C. Outage D. Incident E. Product F. Service G. FAQ |
A and E and F |
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Help Knowledge Implementation consultants consolidate data categories. Which of the following would fit into a data category labeled "Reason"?
A. Fraud Alerts B. IRA C. Insurance D. Credit Cards E. Overdraft policy and forms F. Checking Accounts G. Account Management H. Complaints I. US J. EMEA |
A and E and G and H |
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Help Knowledge Implementation consultants consolidate data categories. Which of the following would fit into a data category labeled "Products"?
A. Fraud Alerts B. IRA C. Insurance D. Credit Cards E. Overdraft policy and forms F. Checking Accounts G. Account Management H. Complaints I. US J. EMEA |
B and C and D and F |
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Help Knowledge Implementation consultants consolidate data categories. Which of the following would fit into a data category labeled "Geography"?
A. Fraud Alerts B. IRA C. Insurance D. Credit Cards E. Overdraft policy and forms F. Checking Accounts G. Account Management H. Complaints I. US J. EMEA |
I and J |
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Which Service Cloud solution will meet the following requirement: Display only the fields relevant to the case product type.
A. Required Fields B. Page Layouts C. Record Types D. Validation Rules |
B. Page Layouts |
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Which Service Cloud solution will meet the following requirement: Require correct number of digits for phone numbers.
A. Required Fields B. Page Layouts C. Record Types D. Validation Rules |
D. Validation Rules |
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Which Service Cloud solution will meet the following requirement: Display only the page layout relevant to a business segment.
A. Required Fields B. Page Layouts C. Record Types D. Validation Rules |
C. Record Types |
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Which Service Cloud solution will meet the following requirement: Require phone number and email when entering a case.
A. Required Fields B. Page Layouts C. Record Types D. Validation Rules |
A. Required Fields |
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All agents and support managers need to search and report on cases, but only the agent working on a case and the agent's manager should be able to edit the case details. Which org-wide default would most effectively meet their needs?
A. Private B. Public Read-Only C. Public Read/Write D. Public Read/Write/Transfer |
B. Public Read-Only |
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Which Service Cloud feature would contribute to a more efficient and automated routing process to ensure the right agent works on each case.
A. Case Assignment Rules B. Validation Rules C. Visual Workflow D. Case Queues |
A and D |
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Which Service Cloud solution will meet this requirement: Notify a manager when cases have been open for 4 hours.
A. Escalation Rules B. Workflow C. Email templates |
A. Escalation Rules |
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Which Service Cloud solution will meet this requirement: Notify fraud analyst for cases with fraud value at $100,000.
A. Escalation Rules B. Workflow C. Email templates |
B. Workflow |
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Which Service Cloud solution will meet this requirement: Send consistend case messaging information to customers.
A. Escalation Rules B. Workflow C. Email templates |
C. Email templates |
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How would you design a solution to give a client's support group a complete view of an account?
A. Create custom formula fields to display the related information B. Set the field-level security to visible for the appropriate related lists. C. Ensure that the appropriate related lists are on the account page layout. D. Create an Apex Trigger to display the related information |
C. Ensure that the appropriate related lists are on the account page layout.
You should ensure that the appropriate related lists are on the account page layout. Be default, the Contacts, Open Activities, Activity History, and Cases related lists are on the OOTB page layout for accounts. |
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Which Service Cloud solution best provides the metric for first-call resolution rate?
A. Custom fields for status entry and duration; trigger B. Formula field C. Cases closed report; First-Call Resolved status tracking D. Field tracking history E. Case status report by agent |
C. Cases closed report; First-Call Resolved status tracking |
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Which Service Cloud solution best provides the metric for how long cases have been open?
A. Custom fields for status entry and duration; trigger B. Formula field C. Cases closed report; First-Call Resolved status tracking D. Field tracking history E. Case status report by agent |
A. Custom fields for status entry and duration; trigger |
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Which Service Cloud solution best provides the metric for how many cases agents have closed?
A. Custom fields for status entry and duration; trigger B. Formula field C. Cases closed report; First-Call Resolved status tracking D. Field tracking history E. Case status report by agent |
E. Case status report by agent |
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Which Service Cloud solution best provides the metric for how long it takes to resolve a case?
A. Custom fields for status entry and duration; trigger B. Formula field C. Cases closed report; First-Call Resolved status tracking D. Field tracking history E. Case status report by agent |
B. Formula field |
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Which Service Cloud solution best provides the metric for all activities associated with the life of a case?
A. Custom fields for status entry and duration; trigger B. Formula field C. Cases closed report; First-Call Resolved status tracking D. Field tracking history E. Case status report by agent |
D. Field tracking history |
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What features will most effectively meet a requirment for screen pop and seeing as much information as possible in the interface? (select two answers)
A. CTI Adaptor B. Live chat console C. Service Cloud console D. Automatic Call Distribution |
A and C
The CTI adapter is the intermediary between the phone system and Salesforce, and the Service Cloud console offers the most efficient one-screen display of customer and case information |
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Which Service Cloud feature would contribute to a more efficient and automated process for email cases and integration with Microsoft Exchange servers?
A. On-Demand email-to-case B. Email-to-case C. Force.com email conversion D. Web-to-case |
B. Email-to-case
Email-to-case will automatically create a case from a customer email to Support. Email-tocase will allow a client to keep emails behind its network firewall, accept email attachments larger than 10MB, and route cases to its case queues. |
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A tab that combines a list view and related records into one screen with different frames. |
Service Cloud Console |
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Ensures that your cases are assigned to a specific support person even if no assignment rules apply. |
Default Case Owner |
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Can be based on the number of hours since: |
Age Over Number of Hours |
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Intuitive Interface to make sure agents fiend the right answer the first time - Every time. |
Salesforce Knowledge |
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Allows an admin to classify each article and target articles to specific roles. |
Data Categories |
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A short HTML document that serves as a template for Knowledge articles. |
Article Types |
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- Date and Date/Time |
Article Type Custom Fields |
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Internal user |
Article Type Publishing Channels |
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Allow Users to sort and filter articles, much like tagging. Can be organized in a hierarchical structure. |
Category Groups |
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Allow users to search using common terms and still locate the correct content. |
Knowledge Synonyms |
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Users can search for multiple forms of a word at once. |
Knowledge Stemming |
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provides access to articles tab and articles in general |
"Read Articles" Profile Permission |
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Provides access to Knowledge-related Setup pages. |
"Manage Articles" Profile Permission |
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Helps Manage complete lifecycle of customer service through various channels such as phone calls, emails, websites, and search engines. |
Service Cloud |
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Description of a customer's problem, feedback, or question. |
Cases |
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Detailed description of a customer issue and the resolution of that issue. |
Solution |
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Allows users to group solutions together to make them easier to find. |
Solution Categories |
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Ensures that escalation actions are triggered before the age over specified in escalation rules. |
Case Escalation Rules (Early Triggers) |
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Customizable call control that appears in the footer of the service cloud console or on the sidebar of every salesforce page. |
Salesforce SoftPhone |
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Useful for typing comments on cases - can be viewed in activity history on the case layout - can be customized to add fields. |
Interaction Log (Service Cloud Console) |
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Allow users to grant additional access to their cases and related records |
Case Teams |
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Anything after the initial sale of a product or service |
Customer Service |
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Manages Customer requests that come in via phone, and data applications |
Contact Center |
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Manages Customer requests that come in via telephone only |
Call Center |
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The practice of guiding customers to use other channels than the phone to solve customer service issues. |
Call Deflection |
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Detail the values for the Status field on Cases |
Support Processes |
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Locations Where Cases can be routed to await agent processing. |
Case Queues |
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Automatically route cases to the appropriate user or queue and automatically add predefined case teams to the case. |
Assignment Rules |
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can be configured to automate tasks, email alerts, field updates, and outbound messages. |
Workflow Rules |
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automatically creates a case from an inbound email, populates the case fields, tracks responses, associates the contact to the case, and follows assignment rules. |
Email to case |
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Sends Automatic Email Responses to customers who submitted a case through: |
Auto Response Rules |
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define automated actions when cases with specific criteria are open after a specified period of time. |
Escalation Rules |
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Capture Customer Satisfaction Data |
Surveys |
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Acts as an intermediary between Telephony systems, the salesforce call center, and the Salesforce User Interface (UI) |
CTI Adaptor |
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1. Plan |
6-Step Implementation Process |
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Communication with key Stakeholders to understand current systems and processes. |
Discovery Interviews |
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Helps users easily find relevant solutions to cases they are viewing |
suggested solutions |
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Allows users to notify contacts of updates or additions to comments on cases |
Case Comment Notification |
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Allows users to associate one case with another by using the Parent Case lookup field. |
Case Hierarchies |
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timelines that include all of the steps that your support team must complete to resolve a case.
a collection of milestones that form a response timeline.( timelines that include all of the milestones agents must complete to resolve cases) |
Entitlement Processes |
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required steps agents complete in your support process. |
Milestones |
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time-dependent, workflow actions that occur at every milestone |
Milestone Actions |
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User permission needed for use of Cloud Flow Designer |
“Manage Force.com Flow” |
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Computer Telephony Integration enables call management via a computer |
CTI |
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Communicates with telephony system. Primary Function = Translates messaging between Softphone and telephony system |
CTI Connector |
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Primary Function: render the SoftPhone Converts XML messages into HTML to render the softphone in the sfdc user window |
Browser Connector |
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Real-time web chat; Service Cloud Add-on. Lowers support costs by responding to cases on the fly. |
Live Agent |
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Follow cases in real-time, use a sfdc knowledgebase, and collaborate thru chatter to resolve cases. Strives to improve agent productivity, reduce costs, and increase customer satisfaction |
Social Contact Center |
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Q&A database of resolved cases so that users can answer their own questions |
Self-Service Communities |
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Real-time reports & dashboards to monitor & manage customer interactions across every social channel. Enables agents to identify issues impacting the business |
Social Analytics |
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An online platform that enables rich collaboration between employees, customers, and partners. |
Communities |
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Approximation of project scope and expectations. Serves as a starting point Based on discussion that allows pre-sales to scope needs Shows integrations and technologies expected And what is out of scope |
Statement of Work (SOW) |
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determines the default level of access that users have to records they do not own |
Org-wide defaults |
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lets you open up record access to people who may have been denied access based on OWDs |
Role hierarchy |
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grant additional record access based on record owner or criteria to groups of users |
Sharing rules |
