Salesforce Certified Service Cloud Consultant 2 Study notes
from Salesforce Service Cloud Consultant exam preparation
Do all Entitlements have a process? Correct Answer No
Escalation Rules vs Workflow Correct Answer Escalation can
be:
linked to Business hours
Triggered in Order
higher Limits
Cant:
Specify a role
No field updates
Customer cant be notified
Features of On-Demand email to Case Correct Answer Under
10mb attachments
No agent install
Uses Apex email services
High level steps to create Entitlement Process? Correct Answer
Create Milestones (tasks, actions, entry/exit criteria)
Create Entitlement Process
Add Milestones
How are assignment rules processed? Correct Answer In order
until one applies then it assigns the case
How are milestone actions diff than Standard Worflow actions?
Correct Answer TEFO + Previously defined actions
Workflow is only TEFO
,How are Milestones enforced? Correct Answer Via Milestone
Actions
Success Warning or Violation Workflow Actions
One Milestone may be used on several processes with different
Milestone Actions
How can an Agent transfer ownership & notify? Correct
Answer From button on Case detail page & select box for "send
email notification"
How can and Agent respond to cases through Social Publisher?
Correct Answer Publicly or through a direct message
SF1 enabled as well
How can you automatically populate details from case to Article
on close? Correct Answer Apex
How can you easily see Milestones on Case Feed? Correct
Answer With the Milestone Tracker component to see
countdown time to active milestones target or how long it has
beenin violation
Notifications can also be sent to case feed by enabling Milestone
Feed Items
How can you import Articles? Correct Answer Article Importer
tool:
Create csv for each article (one Article type per import)
Specify paramters
Create zip file of CSV, HTML, properties, images and import
Monitor in Setup with Article Importer
, How do you assign & configure the Softphone? Correct Answer
Assigned to profiles
different layouts for inbound outbound calling
Shows call info and related SFDC records
Add phone numbers to directories
3rd party softphones also available
How do you configured Cases to automatically notifcy contacts
when new comment is added? Correct Answer Enable "Send
Email Notification"
Customize > Cases > Support Settings
Workflow rules can also be set to update fields like Case Status
How do you let a user know an Article has been updated?
Correct Answer Flag as new checkbox
How do you let agents search for Articles from the Live Agent
console? Correct Answer Knowledge Chatlet(Live Agent) &
Knowledge One Widget(Console)
How do you modify Article Layout Correct Answer Layout
Editor is separate from Page Layouts but very similar, stripped
down
How do you notify Case Contacts when comments are added?
Correct Answer Support Settings > Enable Case Comment
Notification Assign an Email Template
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