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?

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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?

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Sustainability

Productivity
Loyalty

What are means for ensuring sustainability
of customer service?

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Increasing visibility and offering Multi-Channel support
through phone, email, portal, chat
Enabling social call deflections, and reducing Average
Cost per case

What are means for increasing productivity
of customer service?

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Providing the appropriate level of Context- Specific
support.
Leverage case queues, automate workflow, and using
the Service cloud console.

What the means of securing customer
loyalty through customer service?

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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?

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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?

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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

What are 3 important considerations for
Person Accounts?
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 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?

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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?

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Users

Accounts
Contacts
Cases

What is the preferred number of Knowledge
Types?
Between 3 and 5

What are the 3 best practices of CMK?

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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

What are 3 important features/ considerations
for the Service Cloud Console App?
1. Requires the Service Cloud User feature license.

2. Displays records as tabs
3. Displays suggested articles when creating cases.

Where are Article tab access and Article type
permissions configured?
1. Partner Portal Profiles

2. Customer Portal Profiles
3. Public Access settings

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

T/F: Knowledge can be disabled once
enabled.
False. Knowledge may not be disabled.

Where is the the visibility of the Knowledge
Sidebar configured for Cases?
On the Case page layout

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?

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Financial
Healthcare & Pharmaceuticals
Insurance

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

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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:

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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:

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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?

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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

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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?

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Enterprise WDSL

Partner WSDL
Apex WSDL
Metadata WSDL

What are the 3 types of Sandboxes?

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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?

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Ease of Use

Streamlined Process
Reliable Metrics

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

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Metrics

Measurable ROI
Meeting Objectives and Goals

What do Account Managers need?

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Complete view of the customer

No surprises

What are 3 things that a Knowledge
Manager needs?

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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?

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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?

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Increase agent efficiency

Streamline the case resolution process

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

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Define a clear, cohesive resolution process

Automate manual agent actions

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

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Leverage reports

What need is most relevant to a CSR?
Ease of use of the system.

What are the 2 high level goals of customer
service?

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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?

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Free

Decreased Interaction
Context on the Contact
Improved routing (beyond sites)

What are 2 cons of the Self Service Portal?

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Limited customization

Only Cases and Solutions

What are 4 pros of the Customer Portal?

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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?

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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"?

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Assignment Rules

Workflow

"Automatic Notification"?
Auto-Response rules

"Assignment by a team lead/manager"?

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Change Owner field

API Tools (Data Loader/Excel Connector)

Which feature(s) meet the need of "Autoreassignment"?

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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?

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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"

What are 5 Salesforce features that meet
"Automated Case Management" requirements?
1. Escalation Rules and Business Hours

2. Workflow and Approvals
3. Validation Rules
4. Reports and Dashboards

5. Predefined Case Teams

What are of 3 pros of Escalation Rules

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Can be linked to business hours

Trigger in Order
Higher limits (than Workflow rules)

What are of 3 cons of Escalation Rules

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Customer cannot be notified (email field)

Must specify a user (not a role) in the escalation rule
No field updates (aside from Owner)

What is 1 pro of Workflow rules?

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There are more available actions than Escalation rules

What are 4 cons of Workflow rules?

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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?

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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?

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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?

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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?

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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"

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Solutions and Articles
Ideas and Answers
Customer Portal
Self Service Portal

What are 4 ways to improve the
Knowledgebase to be searchable and selflearning?

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Categories

Suggested Solutions
Helpful Solutions
Rated Articles

What are Solutions?

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Detailed case issue and resolution

Internal and/or portal

What are 4 Features of Solutions?

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Helpful Solutions

Suggested Solutions
Import Solutions
Categorize and search

What are 2 Cons of Solutions?

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Agent and customer participation needed for selflearning
There is a publishing process

What are Articles?

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Users create and collaborate on content

Internal and/or Portal Content

What are 3 features of Articles?

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Article Ratings

Categorize and Search
Archive

What are 4 cons of Articles?

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Publication Process

More configuration (than solutions) to implement
Not available for high volume portal
Articles may not be exported

Are Articles available for High Volume
Portals?
No

Can solutions be deactivated or deleted?
No; use a "Retired" solution category and update the title of
the solution

Can a solution be available in HTML and
text?
Yes

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.

Migrated Cases are imported with what as
the Date Closed?
TODAY; i.e. the day they are migrated

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

Can Case History be imported?
No

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

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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...

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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...

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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?

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Internal Users

Customer Portal
Partner Portal
Public Knowledge base

What are the three templates for
Knowledge?

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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?

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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:

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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?

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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?

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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 organizationwide 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?

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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?

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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?

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

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

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

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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.

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

• Customer Portal users
• Partner portal users
• Public users (requires setting up a Force.com Site)

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.

Do Entitlements automatically apply to cases
created with Web-to-Case or Email-to-Case?
Entitlements don't 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 with
Contract 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

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