Salesforce Service Cloud Certification Exam Questions and Answers 100% Pass
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Course
Salesforce Service Cloud Certification
Institution
Salesforce Service Cloud Certification
Salesforce Service Cloud Certification Exam
Questions and Answers 100% Pass
Define Solution - answerA solution is a detailed description of a customer issue and the
resolution of that issue.
Salesforce Knowledge capabilities - answerWrite, edit, publish, and archive articles
Attach articles to...
Salesforce Service Cloud Certification Exam
Questions and Answers 100% Pass
Define Solution - answer✔A solution is a detailed description of a customer issue and the
resolution of that issue.
Salesforce Knowledge capabilities - answer✔Write, edit, publish, and archive articles
Attach articles to open or closed cases
Use the Articles related list to track which article was attached to a case.
Share articles as PDFs or Links
Rate articles and provide feedback on an article's chatter feed
Administrators can configure article types and data categories to allow for article: -
answer✔Readability
Consistency
Relevancy
Tools for Automating Support - answer✔Web to Case
Email to Case
Auto Response Rules
Email Templates
Case Queues
Assignment Rules
Notification
Escalation Rules
Web to Case Considerations - answer✔Validation rules on form should match rules on case
object
If more than 5K cases / day are generated, they are queued for refresh
Support Settings must specify a default Case Owner and an Automated Case User
Email to Case Considerations - answer✔Subject of Email is Subject of Case
Body of Email is Description of Case
Replies are appended to the case
Enable Email to Case
Add emails related list to Case Page layout
Add a support@company.com for communications
Standard vs On Demand Email to Case - answer✔Email to Case Settings
Std email to case requires a mailer daemon & firewall, but no attach limit
On Demand Email to Case has attach limit of 10mb, but not behind firewall
Auto-Response Rules - answer✔Run each time a case is submitted via Web to case, email to
case, customer portal, or self service portal.
Contain rule entries that define the order and criteria to send to the customer that submitted
the case
Email Templates are used in: - answer✔Web to Lead
Web to Case
Email to Case
Assignment Rules
Escalation Rules
Auto-Response Rules
Workflow
Approvals
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