Salesforce Service Cloud Certification and Implementation Study Guide
Joe Poozhikunnel EscambiaSoft Corp
EscambiaSoft Corp is a product development and Salesforce Consulting firm. EscambiaSoft customizes and advises clients on Salesforce related related products including building apps for Salesforce App Exchange as well as integrating with other external systems. To know more visit http://www.escambiasoft.com
Aside from Salesforce we have our own product called StoreDocumentsin which is a document management product. To know more about it visit
http://www.StoreDocumentsin.com More details on EscambiaSoft can be seen at EscambiaSoft.com and can be r eached via [email protected].. [email protected]
Table of Contents Introduction Industry Knowledge Factors that influence KPI Key KPI for Customer Service Key customer service metrics Terminologies associated with call center Call Deflection Techniques Business Continuity Knowledge Centered Service (KCS) Contact Center and Call Center Review Questions Implementation Strategies Use trust.salesforce.com Service Cloud Implementation recommended path Discovery Stage to implement Service Cloud Steps for a consultant Guidelines for case management tab Different Types of Contact centers Review Questions Knowledge Management Data Category Data Category Setup Default Data Category Visibility Visibility Knowledge Articles Knowledge Article Types Knowledge Settings
Knowledge Article Actions Knowledge Actions Knowledge Fun Facts Review Questions Case Management Basic Structure Customer Case Channels Limitations of Web to Case Communities Case Tab vs Case Feed Case Handling Chatter Publisher Actions and Layouts Chatter Answer Chatter Answer Zone Data Category Assignment Chatter Answer Fun Facts Review Questions Interaction Channel Service Cloud Console Introduction Push Notification Service Cloud Fun facts Entitlements Live Agents CTI Call Center Omni Channel Social Customer Service Review Questions Contact Center Analytics
Service Monitoring Automated Process Actions Case Escalation Entitlement Process Reports and Dashboards Review Questions Integration and Data Managemen Managementt Data loading Articles Review Questions Test your knowledge Answers
Introduction Salesforce Service Cloud is Salesforce line of product to support call center and contact center for customer support and collaboration. Using service cloud would benefit better management of your customers, services and staff that manage these services. It also provided additional benefits to the organization in terms of monitoring, analytics and reports to correcting or improve the process to increase a sustainable revenue and reduce overall cost. It simply gives you a 360 degree view of your customers. This book is primarily for f or the purpose of understanding service cloud for implementers who are interested in passing the Salesforce Service Cloud Certification exam. The book focuses on understanding the material and review them through series of exam type questions. This avoids wrought memorization which will not help in this examination as well as for you as a consultant for service cloud implementation for your clients. Even if you are not interested in getting the certification this book would help you understand Service Cloud and it features that you could use in the implementation. Simply put you become an expert and provide services to your client wherein you can give them timely advice as well provide the correct optimization for their services. One of the good things in learning for a certification exam is the ability to understand all the features that exists within the system hence improving your skills as well as the ability to advise customers in the right direction. I always believed there are several ways something can be done. Like in any Software Project one of the principles pri nciples of Software Development is do not reinvent the wheel. Simply stated knowing that there is an alternative way for various customization or implementation, you would see the several features available through Salesforce. For example for Social Usage there is the Salesforce and Twitter Twitter App from App exchange. Yet another principle is everything cannot be solved by the golden hammer. This is absolutely true simply because there are different ways you could do something and it’s important to understand which would be the correct way to do it. For example you can use Workflow in some cases and can avoid creating a trigger. Understanding why and when certain processes are used will help you make the right decision for your customers quickly and with less constraints or concerns. This book is designed around the requirements as defined in the Salesforce Certified Service Cloud consultant guide. For this reason you would see the contents are created around the learning objective for the exam.
Industry Knowledge This is vast area and we could discuss several volumes on it. Hence to keep it simple our intention is to give only sufficient background information and deliberately keep this section small. Therefore we give only some of the salient points to remember or refresh if you have a background in the service industry i ndustry..
Factors that influence KPI KPI is acronym for Key Performance Indicators. For service center there are primarily three KPI’s. They are -: 1. Customer satisfaction First Call Resolution or FCR reports reports provide indication of Customer satisfaction 2. Cost of Service Average handle time (AHT) reports (AHT) reports can be used to provide the cost of service for handling customer services. 3. Revenue Retention of customer as customer as a driver for revenue
Key KPI for Customer Service These KPI provide better insight into Customer Services
Agent Productivity Customer Metrics Customer Service
Key customer service metrics Obtaining the following metrics at contact centers would provide as inputs in measuring the Key KPI for customer services. Call / hr. First call resolution Average Handle time Average wait time Abandonment rate Completion rate
Terminologies associated with call center
ACD : Automatic call distribution
Automatic Call Distribution or ACD, is a tool commonly used in the telephony industry. industry. ACD systems are commonly found in any office that handles a large volume of inbound calls. The primary purpose of an Automatic Call Distributor is to disperse incoming calls to contact center agents or employees with specific skills
IVR: Interactive Voice Response
Interactive Voice Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes calls to the appropriate recipient.
PBX: Private Branch Exchange
A PBX (private branch exchange) exchange) is a telephone system within an enterprise that switches calls between enterprise users on local lines while allowing all users to share a certain number of external phone lines.
ANI : Automatic Number Identification
Automatic number identification (ANI) is a feature of a telecommunications network for automatically determining the origination telephone number on toll calls for billing purposes.
CTI : Computer Telephony Integration
Computer telephony integration, also called computer–telephone integration or CTI, is a common name for f or any technology that allows interactions on a telephone and a computer to be integrated or coordinated.
Call Deflection Techniques Avoiding direct phone calls by allowing customers to adopt other channels to solve their issue is call deflection technique. Some of the techniques are -: Email Web Chat Social Media Channels
Business Continuity Business continuity is needed in case of an emergency. emergency. The agents have to route r oute their calls and be trained to handle for any contingency plan. Also it’s important to understand and maintain the SLA.
Knowledge Centered Service (KCS) The core tenets of KCS are -: Create content in solving the problem Evolve the content Develop Knowledge Base Reward learning, sharing and collaboration.
Contact Center and Call Center Contact centers the request are via phones and data applications. Call center the request is only by phone.
Review Questions 1. A contact center manager manager wants to measure the impact impact of a new customer care program.
What can be used to measure an increase in customer satisfaction? Choose 2 answers. 1. 2. 3. 4.
Service level agreement First call resolution Average handle time Customer satisfaction survey
2. The manager manager of large large credit card card contact center needs needs to understand understand how many customer call daily to check their balance without speaking with an agent.
Which system would be used to generate the report?
1. 2. 3. 4.
Interactive Voice Response Automatic Call Distributor Private Branch Exchange Time and Attendance Attendan ce
3. Universal Containers Containers analyzes analyzes key key performance indicators (KPIs) and discovers discovers that customer satisfaction is decreasing. The company attributes the decrease in customer satisfaction to allow first–call resolution rate. What can be done to improve the first–call resolution rate? Choose 2 answers. 1. Reduce the cost per call 2. Align agent performance goals with KPIs 3. Train support suppor t agents 4. Hire additional support agents
4. Universal Containers Containers CFO is looking for ways ways to reduce reduce contact center costs. Which customer service metric should the CFO monitor to reach the budget goals? (Choose 2)
1. 2. 3. 4.
First call resolution Average handle time Upsell percentage Customer retention
5. Universal Containers’ Containers’ contact center center manager needs to measure the following metrics. Agent productivity– Customer satisfaction. Which report should a consultant recommend? (Choose 2) 1. 2. 3. 4.
Average handle time First contact resolution Average speed to answer Escalation rate
6. Universal Containers Containers needs to ensure it is staffing staffing enough agents to answer calls at times of peak volume. In addition, the company needs to report on the metric listed below. below. Average handle time (AHT), (AHT), Adherence Adherence to service service level agreements (SLAs) Which data source would Universal Containers need in order to gather this information? Choose 3 answers. 1. Automatic Call Distributor /ACD) 2. Entitlements 3. Workflow Management (WFM) 4. Chat log history 5. Interactive Interact ive Voice Response (IVR)
7. Which contact contact center type type is most most likely to implement Information Technology Infrastructure Library (ITIL) to align with industry best practices? 1. Information Technology (IT) help desk 2. Telesales center 3. Human Resources (HR) help desk 4. Telemarketing elemarket ing center
Implementation Implementatio n Strategies Use trust.salesforce.com Shows the scheduled downtime of the instance Any online threat Past and Current state of the instance
Service Cloud Implementation recommended path Security – Identify the security mechanism currently used including the roles and hierarchy and different access levels within the organization Account – Create or upload all the accounts Contacts – Create or upload all contacts Activities – Upload all open activities Cases – Upload all closed and open cases Service Cloud Console – Create an appropriate console for the type of users and their interaction channel.
Discovery Stage to implement Service Cloud Identify and get the Org chart Obtain process maps and existing training documentation Sample of all reports used by the center Prepare the requirements document The current systems list of fields and validation rules.
Steps for a consultant Create the project plan Analyze and collect all possible requirements Project Design including interaction diagram, sequence diagram and use cases. Build cycle which is the coding cycle Validate the build – Run it against the sandbox iteratively as the build progresses Finally deploy to production preferably in stages so the transition can be smooth and effective.
Guidelines for case management tab Max of only 50 fields Max of 5 Record types for page layout
Max of 20 assignment rules
Different Types of Contact centers 1. Customer Service : High High turnover environment 2. Field Services: Need automatic routing system 3. Telesales: High volumes volumes are associated associated with this contact contact center. center. High lead generations. 4. Technical Support: Free or fee based entitlement service service 5. Help Desk: Desk: Areas companies try to reduce cost.
Review Questions 1. A consultant is working on a Service Cloud implementation with a fixed budget and timeline. The analysis phase of the project has just been completed. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. What is the first step the consultant should take to address the issue? 1. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline. 2. Add development development resources resources to the project team to build out the additional requirements. 3. Adjust the project scope scope to accommodate new requirements requirements and continue continue with the original project schedule 4. Document the requirements requirements gap gap and and communicate development development options to the project team
2. The project project manager on a Service Cloud implementation is responsible for coordinating user acceptance testing (UAT) for a customer. Which tasks should be completed prior to UAT? (Choose 2) 1. Verification of the production migration checklist 2. Approval of test scripts from the business business lead 3. Verification that sample data has been loaded 4. Fund customer approval on training materials
3. Universal Containers Containers is developing a business business continuity continuity plan for their contact contact centers. What should the company consider? Choose 2 answers 1. Recovery point objective 2. Criteria for plan activation 3. Site consolidation 4. Opens access to systems
4. Universal Containers Containers is implementing the the Salesforce Service Cloud Cloud in its contact center and has requirements listed below. below. 2.000 agents are implemented globally 24/7 operations Open case data will be migrated from a legacy system New cases cases will will be created in one system only. only. Which deployment method should be recommended? r ecommended? 1. Migrate case data and and deploy deploy to all users users at office 2. Migrate agents to Force.com Force.com Connect Connect Offline Offline during deployment 3. Deploy in phases using countries as pilots 4. Deploy based on the the number number of trainers available
5. Universal Containers Containers is setting up a field service dispatch dispatch contact center. center. Which
functionality should be considered when designing the contact center? (Choose 2) 1. Chatter groups for customer 2. Mobile access to case information 3. Visibility into service entitlements 4. Predictive dialer for outbound calls
Knowledge Management
Data Category Data categories can be used by Salesforce Knowledge and Chatter Answers to help users classify and find articles or questions. Administrators can use data categories to control access to articles and questions. Salesforce Knowledge supports a five-level hierarchy of data categories within each category group. You You can classify articles in the knowledge base according to multiple categories that make it easy for users to find the articles they need. For example, to classify articles by sales regions and business units, create two category groups, Sales Regions and Business Units. The Sales Regions category group could consist of a geographical hierarchy, hierarchy, such as All Sales Regions as the top level, North America, Europe, and Asia at the second level, and so on. In chatter answers zone, data categories help organize questions for easy browsing. Each chatter answer zone supports one category group.
Data Categories is available through setup as shown in the figure below.
Data Category Setup This is where the Data Category is setup and the hierarchy created as shown in the figure below.
An interesting fact here is it shows where the category is currently used. You can create up to three category groups with a maximum of five hierarchy levels in
each group. Each category group can contain a total of 100 categories. For Chatter Answer only the top level category can be selected in the t he zone.
Default Data Category Visibility If users, have roles then the data category visibility is set for the role which determines the visibility of the category as shown in the figure below.
If roles does not exists then it can be set by the visibility settings on the Data Category Page.
Knowledge Articles Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. Knowledge is Salesforce feature and needs to be added to your org. After the feature is added it needs to be enabled. Once enabled knowledge settings are visible from the setup as shown in the figure below.
If you want visitors to your public website to view Salesforce Knowledge articles, install the Public Knowledge Base app from the AppExchange. AppExchange .
In the following sections we would be discussing the highlighted sections for a deeper dive simply because it’s the core of Knowledge. The other are self-explanatory based on the previous discussions.
Knowledge Article Types Knowledge Article Types Types define the look and feel of the article, including its fields, layouts and templates. As an example you can can have an article type of FAQ, FAQ, Product Manual etc. Permissions for Article Types are disabled for all profiles by default. You You can enable object permissions in permission sets or by editing custom profiles. After the creation of the Article Type Administrators Administrators can setup various other features within the article type as shown in the figure below. below.
Channel display allows the article type to be displayed as a tab or table of content for the various channels where knowledge is available. Compact layout is for Salesforce1 for optimal mobile viewing. Different communication channels can be selected for example the email channel as defined in the figure above would only provide a selection fields when email used to send an article.
Knowledge Settings Knowledge settings has several settings. Some of the important settings are -: Validation status field tracks state of the article Add external multimedia Add summary settings for the various channels. Knowledge One settings like highlight and autocomplete Case Settings to allow create article directly from a case. Language Settings. Single or Multiple languages. Chatter Answer setting allows articles to be created directly from a reply. reply.
rticle Channels
It’s the avenue through which the articles are available. Salesforce offers 4 types of channels and 1 custom channel. 1. Internal App 2. Customer Community
3. Partner Community 4. Public knowledge knowledge base available through app app exchange exchange
Knowledge Article Actions There are several Article Actions. They are -: 1. 2. 3. 4.
Publish Articles Archive Articles Edit Published and Archived Article’s Article’s Delete Articles
Article actions control the access based on public groups. By default users with the Manage Articles permission can perform all actions. To restrict access to each action Administrators will have to create a public group and assign it to each of the article action shown in the figure below.
Knowledge Actions Knowledge Actions are associated with workflow action to an article type. Any article type can be associated with an action. The action can be publish or publish as new. new. The can then later be associated with Rules, Approval Process or Entitlement Process. Articles are NOT published after approval. They have to be manually or through the workflow. The workflow does not affect published articles. Triggers are NOT possible on articles.
Knowledge Fun Facts
Type of users involved with knowledge are -: Article Manager Knowledge Agent Article type must exists before creating or turning on knowledge for the team. Salesforce users with full license have the ability to read published articles Knowledge user license is needed if you want to create, edit or delete published articles. Data categories can be associated with article types. An agent can attach an article to a case from the article related list on a case. Salesforce stores 10 versions of the article. Knowledge integrates with Service Cloud Console and Agent Chat. Knowledge is enabled for case feed on the case page layout. Knowledge has enhanced reporting and analytics capability.
Differences between Files, Salesforce CRM content, Knowledge, Document Tab Tab and Attachments
Files Tab
Salesforce CRM Content
Knowledge
Publish and Upload, share store and corporate share files and files in deliver them Purpose the cloud to customers
Create and manage content as articles
Create content pack for presentations etc.
Edit and publish on different channels
Use Case
Use it in chatter
Documents Tab
Attachments
Resource, logo etc.
Attach files to records
Custom logo
Add files to specific records.
Review Questions 1. A contact center manager needs to restrict restri ct who can create an FAQ Article Type Type within Knowledge. What should a consultant recommend to accomplish this requirement? Choose 2 answers. 1. Set the organization wide default default to private private and create sharing sharing rules for the FAQ article type. 2. Enable the Manage Articles permission for the publisher profile and and assign it to users. 3. Hide the Article Management Management tab for users who should should have read only access to articles. 4. Create a publisher profile profile that includes includes create access on the FAQ article type. 1. A team of publishers publishers has created and published articles in Salesforce Knowledge. The manager of the help desk wants to verify that the articles are useful to agents. Which reports can the help desk manager use to determine the quality of the articles? (Choose 2) 1. Report on the articles attached in cases. 2. Report on articles followed in Chatter. Chatter. 3. Report on agent ratings on articles 4. Report on agent feedback on articles
3. Customer Portal/Community Portal/Community Users can can View View,, Create and and Search Notes and Attachments on Custom Objects A. True B. False
4. To manage the publishing lifecycle for articles articles in Salesforce Salesforce Knowledge, Knowledge, the contact center director wants to provide article with various publishing capabilities. What configuration should be recommended to meet this objective? 1. Assign article managers to public groups groups and specific article actions to each group. 2. Assign article article managers managers to publication teams teams and specific article actions to each team. 3. Assign article managers managers to public groups groups and and specific specific publication publication states states to each group. 4. Assign article article managers managers to publication teams teams and specific publication publication states to each team.
5. Universal Containers Containers has deployed a customer portal with Knowledge and would like to measure customer portal adoption and the t he effectiveness of the portal. Which metric should be used to measure portal usage Choose 2 answers 1. Number of article created per agent 2. Total number of cases created since implementing portal 3. Number of cases submitted via email 4. Most popular articles based on views and and rating
6. Universal Containers Containers has four internal divisions that that use Salesforce Knowledge. Compliance requirements indicate each division should have access to its own articles when performing a search. What solution should a consultant recommend to meet this requirement? 1. Create a sharing rule for each division division to provide provide access based on criteria of the article 2. Create a sharing rule for each division to provide provide access access using the the role hierarchy 3. Create a single data category group group for for each division and provide access using the role hierarchy 4. Create separate separate data category groups groups for each division division and assign the the category to a division profile
7. Universal Containers Containers implemented Salesforce Knowledge Knowledge two months ago. Now, Now, the Help Desk manager wants to know if the agents are properly leveraging the new knowledge base. What metric can the manager use to measure the adoption of Knowledge? Choose 2 answers 1. Create a report that displays the number number of article searched during the past two months. 2. Create a report that displays the number of articles associated associated to data categories during the past two months. 3. Create a report report that displays the the number of cases with articles attached during the past two months. 4. Create a report that displays the number number of new articles created during the past two months.
8. Universal Containers Containers is implementing implementing Salesforce Knowledge at at its contact contact center. center. The contact center has a dedicated support team for each product that it supports. Contact center agents should only be able to see new articles for the product they support. What solution should a consultant recommend to meet this requirement? 1. Assign team–based team–based roles roles to the associated product data category value value 2. Assign team–based profiles to the associated associated product article type 3. Assign team–based profiles to the associated associated product data category category value value 4. Assign team–based roles to the associated associated product article type
9. Universal Containers Containers is using the Service Cloud in its contact center center.. The contact contact center manager wants to deploy Chatter Answers. What should a consultant recommend to integrate Chatter Answers into its Service Cloud implementation? Choose 2 answers. 1. Use the close and resolve button to close a case and mark the question question resolved. 2. Allow administrators and and trusted community community members to escalate questions to cases. 3. Create draft Knowledge Knowledge articles from replies using the promote promote to article button. 4. Display up to three category category groups to help organize organize questions questions for easy easy browsing.
10. Which Service Cloud tool requires the least agent agent involvement to resolve resolve a customer issue? 1. Salesforce Salesfor ce for Twitter 2. Live Agent 3. Salesforce Knowledge 4. Open CTI
Case Management Case Management is the core of Service Cloud. Case Management deals with support for your Accounts and Contacts.
Basic Structure To understand Cases lets understand the relationship cases have with Account and Contact objects Case is a SObject and you can get to it by setup -> customize -> Case. In the setup panel you would see the Cases as highlighted below.
To better understand Case let’s let’s look at the schematic representation with regard r egard to their relationship to accounts and contacts. As seen in the figure below a Case record is tied to Account, Contacts and Assets.
Now let’s focus on the case object itself. When looking at the case object the Account, Assets and Contacts are lookup objects for case. So in a Parent – Child relationship, the Case is the Child and is related to each of the objects mentioned. Hence Case will be a related list in the Account, Asset and Contact record. In Salesforce as an example the Case is related to an Account and an Account is parent to case, similarly for the Assets and Contacts. Understanding this relationship is very important.
Hence an Account, Asset and Contact can have a related list in their detail page containing Cases as seen in the example below.
Therefore Cases can be considered as issues, incidents or support request from customers and can be associated with an Account or a Case.
Customer Case Channels So how does the Case get created? Cases are created from different channels. The different Channels are -: 1. On Demand Email To Case
On-Demand Email-to-Case helps your company efficiently resolve customer inquiries via email. Salesforce automatically creates cases and auto-populates case fields when customers send messages to email addresses you specify. specify. It has limitations on the number of emails to case volume.
On-Demand Email-to-Case lets you process customer emails up to 25 MB in size.
1. 2. 3. 4. 5. 6.
7. 8.
Set the Default Default Case Owner Owner and Automated Case Case Owner for your organization. organization. Enable and configure Email-to-Case. Enable and configure On-Demand Email-to-Case. Configure your routing address settings to customize the way Salesforce Salesforce handles your customer emails. Test your email routing addresses addresses by by manually sending emails emails to them and verify that these emails convert to cases based on their routing address settings. Add the email address that you configured configured to your company’ company’s support website. This is the email address customers can use to submit cases to your support team. Add the Emails related list to the Cases page page layout. Optionally, Optionally, create templates agents can use use when replying to email. These templates can include merge fields that display information from the original email in the reply.
2. Email To Case
Email-to-Case requires downloading the Email-to-Case agent. This lets you keep all email traffic within your network’s network’s firewall and accept emails larger than 25 MB. You You must install this agent on your local machine before Salesforce can process your company’s support emails
Email-to-Case helps your company efficiently resolve and correspond with
customer inquiries via email. Salesforce automatically creates cases and autopopulates case fields when customers send messages to email addresses you specify. 1. Email-to-Case requires requires downloading downloading the Email-to-Case agent. This allows you to keep all email traffic within your network’s firewall and accept emails larger than 25 MB from customers. 2. Install the agent behind your network’s network’s firewall. 3. Enable Email-to-Case and configure your Email-to-Case Email-to-Case settings. settings. 4. Configure your routing address settings to customize the way Salesforce Salesforce handles your customer emails. 5. Test your email routing addresses addresses by by manually sending emails emails to them and verify that these emails convert to cases based on their routing address settings. 6. Add the email address that you configured configured to your company’ company’s support website. This is the email address customers can use to submit cases to your support team. 7. Add the Emails related list to the Cases page page layout. 8. Optionally, Optionally, create templates agents can use use when replying to email. These templates can include merge fields that display information from the original email in the reply
The subject of the email is i s added to the Case description and NOT to case comments. The same is applied for replies to cases.
Is there a size limit for attachments using Email-to-Case? Email attachments using On-Demand may be up to 25 MB. There is no attachment size limit when using the Email-to-Case agent.
How can I prevent spam from becoming cases? You can limit spam through the following f ollowing options: • •
Create a black list rule r ule to reject emails from fr om specified IP addresses. Download spam filter apps from AppExchange. AppExchange.
To create Email to Cases or On Demand Email to Case got to Setup -> Customize -> Email to Case. To create cases from Outlook both the Enable Email to Case and Enable on Demand Service needs to be selected. selected. After you enable Email to Case you you can’t disable it.
3. Web To Case Gather customer support requests directly from your company’s website and automatically generate up to 5,000 new cases a day with Web-to-Case. Web-to-Case. This can help your organization respond to customers faster, improving your support team’s productivity. Before you set up Web-to-Case: 1. Create custom case fields, if needed. needed. 2. Create a default default email template template for the automated notification that will be sent to your customers when they submit a case. 3. Create case queues if you wish to assign incoming cases to queues as as well as to individual users. 4. Select the default default owner of cases cases that don’t meet the criteria in your assignment rule. 5. Create an active case case assignment assignment rule to determine determine how web-generated cases are assigned to users or put into queues. 6. If you do not set an an active assignment assignment rule, all web-generated cases are assigned to the default owner you specify in the Support Settings as shown in the figure below.
Web to Case setting are located under Serf-Service option in Salesforce and NOT in the Case customization region.
Web to Case HTML Generator lets you generate a web page that you can host from your company’s company’s web site. This makes it easier to customize customize and create a web page page appropriate for your case creation mechanism. Fun Stuff: If you want to test the Web-to-Case Web-to-Case form, add the line value=“1”> to the code. This line redirects you to a debugging page when you submit the form. Don’t forget to remove it before releasing the Web-to-Case page to your website.
Limitations of Web to Case Web-generated cases are automatically linked to the relevant contact and account based on the customer’s email address. Salesforce runs field validation rules before creating records submitted via WebWebto-Case and only creates records that have valid values. All universally required fields must have a value before a record can be created via Web-to-Case. The format for date and currency fields captured online is taken from your organization’s organization’s default settings - Default Locale and Currency Locale. Salesforce doesn’t support rich text area (RTA) fields on Web-to-Case forms. If you use RTA fields on your forms, any information entered in them is saved as plain text when the case is created. If your organization exceeds its daily Web-to-Case Web-to-Case limit (5000 Cases), the default case owner (specified in your Support Settings page) will receive an email containing the additional case information.
What is the maximum number of web cases we can capture? You can capture up to 5,000 cases in a 24–hour period. If your company generates more case requests than that, click Help & Training at the top of any page and select the My Cases tab to submit a request for a higher limit directly to Salesforce Customer Support. When your organization reaches the 24–hour limit, Salesforce stores additional requests in a pending request queue that contains both Web-to-Case Web-to-Case and Web-to-Lead requests. The requests are submitted when the limit li mit refreshes. The pending request queue has a limit of 50,000 combined requests. If your organization reaches the pending request limit, additional requests are rejected and not queued. Your Your
administrator receives email notifications for the first fi rst five rejected submissions. Contact Salesforce Customer Support to change your organization’s organization’s pending request limit. Who owns new web-generated cases? Your administrator can set an active case assignment rule to automatically assign webgenerated cases to users or queues based on specific criteria in those cases. Cases that do not match any of the assignment rule criteria are assigned to the Default Case Owner specified in the Support Settings.
How do I specify which information to capture? When you generate the HTML for your company’s website, you can choose which standard or custom case fields for which you want to gather information. You must create the custom case fields prior to t o generating the HTML code. Can I capture cases from multiple web pages? Yes. Insert the generated HTML code into the web pages from which you want to capture cases. Whenever someone submits information on any of those web pages, a case will be created.
What status and origin are assigned to Web-generated cases? New Web Web cases are marked with the default status that your administrator selected from the Case Status picklist values. The default value for the Origin field is determined by your administrator when setting up Web-to-Case. Web-to-Case.
How can I be sure that cases won’t be lost? If your organization exceeds its daily Web-to-Case Web-to-Case limit, the Default Case Owner (specified in the Support Settings) will receive an email containing the additional case information. If a new case cannot be generated due to errors in your Web-to-Case Web-to-Case setup, Customer Support is notified so that we can assist you in correcting it. If your organization is using On-Demand Email-to-Case, Salesforce ensures that your cases won’t be lost if users submit them during a scheduled Salesforce downtime.
How is the “Age” calculated in case reports? r eports? The Age of an open case is the time that has elapsed from its creation to the present. The Age of a closed case is the elapsed time from its creation to the time it was closed. Case reports display a drop-down list labeled “Units” that t hat lets you choose to view the Age in days, hours, or minutes. Age is important in determination of the escalation rule.
How do I avoid Web-to-Case spam? Avoid receiving spam in your Web-to-Case forms by using the following solutions: Creating validation rules. Utilizing CAPTCHA. Using Web services.
Communities Communities are an important part of any service. Communities are branded spaces for your employees, customers, and partners to connect. You can customize and create communities to meet your business needs, then transition seamlessly between them. Communities are a great way to share information and collaborate with people outside your company who are key to your business processes, such as customers or partners. You can use Communities to: Drive more sales by connecting your employees with your distributors, resellers, and suppliers Deliver world-class service by giving your customers one place to get answers Manage social listening, content, engagement, and workflow all in one place. You can create multiple communities within your organization for different purposes. For example, you could create a customer support community to reduce support costs, or a channel sales community for partner deal support, or you could have a community specifically dedicated to an upcoming event. Communities can be based on standard Salesforce functionality and tabs, or one of our preconfigured templates. Communities may contain a subset of features and data available in your internal Salesforce organization and can be customized to use your company branding. In addition, you can choose which members from your company and which customers, partners, or other people outside your company can join. Communities live inside your organization and are easily accessed from a drop-down menu in the top left corner of Salesforce or in the Salesforce1 Mobile Browser App. Use this menu to switch between your communities and your internal Salesforce organization. headers. This done in the profiles where you need to enable the view global headers. Before setting up communities you would need to make a few key decisions. Determine the business requirements of the community. community. What types of users are you creating the community for? You You could start by identifying the main use cases you want to support, such as customer support, self-service, or marketing. Estimate the size of the community. community. This will help determine your licensing
requirements. Key determination for partner or customer community and community plus Decide if you want your community content to be publicly available to guest users without licenses. Plan the look-and-feel of your community and then evaluate the available customization options. With Communities, you have the following choices: – Use Visualforce Visualforce to customize the out-of-the-box community tabs: Communities comes with some out-of-the-box branding themes that you can use along with standard Salesforce tabs in your community. community. In addition, you can use Visualforce to extensively customize your community’s appearance and leverage all the capabilities of the Force.com platform. This option requires programming capabilities. – Use Community Builder with templates: templates: Community Builder comes with rich, stylized templates for communities targeted at customer support scenarios. Templates offer easy customization via an intuitive GUI and allow for a quick rollout of your community with minimal configuration in Site.com. This option doesn’t require programming experience or knowledge of the Force.com platform. A key question to your customers is should it be a community or an unauthenticated site. Sites are used to display content and are unauthenticated by salesforce. You You can create your own authentication and and customization. The table below gives the key key differences.
Community Public pages
Yes
Community templates (Koa, Kokua, Napili, Aloha)
Yes
Authenticated pages*
Yes
Visualforce pages
Sites Yes
Yes
Out-of-the-box login, logout, selfregistration, and error pages
Yes
Yes
Drag-and-drop environment
Yes
Yes
Reusable components
Yes
Yes
Pixel-perfect designs
Yes
IP restrictions
Yes
Access to data, such as cases, leads, and opportunities
Yes
Yes
Ready-made forms
Yes
CMS
Yes
Programmatic page creation (using Apex, APIs, and controllers)
Yes
Web applications
Yes
Analytics, reports, and workflows
Yes
Full Force.com platform capability
Yes
Now with sites out of our way let’s discuss more on communities. Communities are created in the communities settings as shown below. below.
There are primarily two types of communities 1. Portal Communities. 2. Customer Communities
When creating communities in the community setting you have an option to setup number of roles when a community is created. Minimize this setting for improved performance. The roles are created only for Partner Communities and Customer Plus communities NOT for Customer communities. Customer Communities do not have r oles associated with them. They are meant for High Volume Customer usage and have limited capabilities. For partner and community plus you can create Super User Access. Access.
Granting super user access to external users in your community lets them access additional data and records, regardless of sharing rules and organization-wide organization-wide defaults. Super users account who have access to data owned by other partner users belonging to the same account who have the same role or a role below them in i n the role hierarchy. only, but Super user access applies to cases, leads, custom objects, and opportunities only, external users have access to these objects only if you exposed those using profiles or sharing and added the tabs to the community during setup. Reports” permission can External users with Portal or Community Plus having the “Run Reports” permission options so that they can summarize and filter reports view and modify report options so
Sharing Set
Grant portal or community users access to records that are associated with their accounts or contacts using sharing sets, based on their user profiles. Sharing set is seen as an option with community settings.
A sharing set grants access to any record that have a lookup field to an account or contact that matches the user’ user ’s account or contact. Simply the Account or Contact is a parent to the record that is being provided access. Access mapping in the sharing set, supports indirect lookups l ookups from the user and target record to the account or contact. You You can determine the objects to use in the access mapping, and they must both either point to an account or contact as shown in the figure below. below. Simply put it means you can get indirect access to records that you have no direct association.
Some use cases that would make the concept clearer. clearer. Grant users access to all cases related to their account or contact record. Grant users access to all cases related to a parent account or contact that is identified on the user’s user ’s account account or contact record.
You can use sharing sets to grant access to accounts, contacts, cases, service contracts, users, and custom objects. Sharing sets can be used with these t hese user profiles: Authenticated Website Customer Community User Customer Community Login User High Volume Customer Portal High Volume Portal Overage Authenticated Website User Overage High Volume Customer Portal User
This simple view can give a better explanation of Customer and Partner communities High Volume Portal User
Customer Community
Authenticated Website
Customer Community
Custom Customer er Portal Portal Manag Manager er Standa Standard rd
Partne Partnerr Commun Community ity
Cust Custom omer er Porta Portall Mana Manage gerr Cust Custom om
Part Partne nerr Comm Commun unity ity
Fun Facts about communities: Community user cannot be associated with a person account
Email templates are setup within communities rather than at org level Tasks marked public is available to partner portals Search possible with chatter enabled. Permission to communities is based on profiles and permission sets. Self-registration is available to both partner and customer community users. Self-registration must be enabled. External users cannot be deleted but only deactivated. Profiles and permission sets associated with a community cannot be deleted from SFDC. Communities can exists in various stages Preview Preview,, Offline or Published. A record record should have Enable Customer or Portal users to allow it to be available in the community. External users cannot edit case comments, associate assets with a case or delete a case. Community users cannot refresh the dashboard. Only partner community users can access dashboards and reports. Exception to Community PLUS users. Self-registration will not work unless the CommunitySelfReg controller is associated with an AccountID and ProfileID. Reputation levels allow community members gain points. Community Analytics available when Salesforce Analytics packages are installed.
High Volume Volume Community
High-volume community users are limited-access l imited-access users intended for organizations with many thousands to millions of community’s users. Unlike other community users, high-volume community users don’t have roles, which eliminates performance issues associated with role hierarchy calculations. High-volume community users include the Customer Community, High Volume Customer Portal, and Authenticated Website Website license types. High-volume community users
They are contacts enabled to access a community. They are assigned to the Customer Community, High Volume Customer Portal, or Authenticated Website license. groups. Only share the records they own with Salesforce users in sharing groups.
Access to Records
High-volume community users can access records if any of the following conditions are met: They have “Update” access on the account they belong to. They own the record. They can access a record’s parent, and the organization-wide organization-wide sharing setting for that record is controlled by Parent. The organization-wide sharing setting for the object is Public Read Only or Public Read/Write. Read/Write. Administrators can create sharing sets to grant high-volume community users additional access to records.
Limitations of high volume community community users
High-volume community users can’t manually share records they own or have access to. You can’t transfer cases from non-high-volume community users to highvolume community users. High-volume community users can’t own accounts. You can’t add case teams to cases owned by high-volume community users. You can’t include high-volume community users in: – Personal groups or public groups. – Sharing rules. – Account teams, opportunity teams, or case teams. – Salesforce CRM Content libraries. These limitations also apply to records owned by high-volume community users. You can’t assign high-volume community users to territories.
Share Group
High volume community users can share records that they own by Sharing Group as seen in the figure below. They cannot share it but the sharing is created by the Administrator hence others can access the records.
The share groups is created by adding the groups or roles as shown in the figure below. below.
Visibility can be further refined using Data Categories.
Fun Facts on Community Styling Styling
Community pages can be styled using community builder and a templated style can be applied to it. Below is some interesting facts on it. 1. Kokua: A visually rich, responsive responsive self-service self-service template that lets users users search for and view articles or contact support if they can’t find what they’re looking for. Supports Knowledge and Cases. 2. Koa A text-based, responsive responsive self-service self-service template that lets users users search for and view articles or contact support if they can’t find what they’re looking for. Supports Knowledge and Cases. 3. Napili A powerful, responsive responsive self-service template that lets users post questions to the community, community, search for and view articles, and contact support agents by creating cases. Supports Knowledge, Cases, and Questions & Answers. 4. Aloha A configurable App App Launcher Launcher template that lets users quickly find applications and access them using single sign-on authentication. 5. Salesforce Salesfor ce Tabs + Visualforce isualfor ce Standard Salesforce structure structur e and tabs that you can customize using Visualforce. Visualforce. Supports most standard objects, custom objects and Salesforce1.
Tabs vs. Community Builder
There is a question when to use Tabs or Community Builder. Below are pros and cons for it. Tabs Selecting the Salesforce Tabs + Visualforce template when creating your community means you will use out-of-the-box Salesforce tabs or Visualforce pages. Pros Some theming options available out-of-the-box for tabs Support for all sales, service, marketing, and platform features Full Force.com platform capability Cons Visualforce is the preferred approach for better customization, yet Visualforce Visualforce requires coding capability Requires some knowledge of the Force.com platform Community Builder selecting one of the preconfigured templates when creating your community means that you will use the WYSIWYG user interface of the Community Builder. Pros Out-of-box app targeted at self-service communities More CSS styles available Great for a quick rollout of simple self-service community use case Cons Limited to self-service functionality (cases, Salesforce Knowledge, and Chatter Questions) Doesn’t support other sales, service, or platform use cases Doesn’t have full platform capability Note: You can enable public users to communities who can see chatter and other feeds but not records on the community page. You can make your community page SEO (Search Engine Optimized) by creating Robots.txt and Sitemap.xml files in the visual force page location and then providing the link to those pages in the settings page. Users can be associated associated with a person account, account, if enabled for the org. But there is an impact when this is done. Contacts inherit visibility of accounts Two records created for each customer This feature cannot be turned off once enabled.
Customer Community Summary
Access to support cases, accounts, contacts and knowledge articles Ten custom objects supported Partner Community Summary Summary
All the features in Customer community included Collaboration with partners directly on leads Role based sharing Delegated administration Ability to run and export reports Dashboards available.
Community Case Feed
The community case feed lets community users and support agents see all case interactions in a unified feed, and lets agents take more actions directly from f rom the console. To set up the community case feed, enable it in your organization and make sure that the case page in your community is properly configured.
Case Tab vs Case Feed Case tabs are standard with all salesforce org. Case Feed needs to be enabled to be available. Why Case Feed? Case feeds are enabled enabled instead of the regular tab for high high volume multichannel interaction by support service agent and customers. Case Feed is a new look and feel to the standard Case page layout. It is considerably different than anything else within salesforce and its primary purpose is to increase agent efficiency by presenting information faster and by allowing agents to “action” the Case with less clicks and steps. It sits very nicely within the Service Console (although that isn’t mandatory) and combined with it, salesforce gives service agents a streamlined experience.
To turn on case feed go to Cases -> Support Settings
Support Settings also has additional settings of importance i mportance
Notification to Contacts and Case Owner for case comments need to be enabled.
Early Trigger Enabled: This is a mechanism to overcome lateness of escalations that age ust after 15 minutes of the escalation cycle. Suggested articles is part of knowledge and will be discussed in that section. It lets an
agent dealing with case to see any suggested articles related to the case which are found f ound using keywords like those on Case subject or description. Suggested articles can be enabled for the various knowledge channels.
There are few other options in the support settings. The following are few of the important settings.
When case feed is turned on your Case Tab Tab now changes to a look similar to the figure fi gure shown below.
Section 3 is the details tab that shows you case info and related lists associated with the case Section 4 is the feed and answers to posts and actions that are taken on case. It’s the collaboration area. You You could also have email templates here for specific purposes li like ke response or case closed standard email templates. Section 2 will vary based on the feed or detail tab but it’s for easy navigation Section 1 is the highlight tab. The highlight panel is created in the case page layout as shown in the figure below.
You can edit the section to add additional fields for quick look l ook whenever a case is opened.
The layout properties option in case page layout has several features
The three important things to notice here are -:
1. Highlight panel discussed earlier needs to be enabled enabled to show show on the case feed. 2. Knowledge sidebar sidebar enabled displays the articles window on the case case feed on the right side of case feed page. 3. Interaction Log, this enables interaction which are used to make quick quick notes on customer info. The record is stored in activity history. Hence interaction log is available only in activity history. history. Interaction Log
Interaction log layout needs to be created as shown in the figure below. below.
The layout would then need to be setup as shown in the figure below
Interaction Log can be seen only after the interaction Log layout is added to the profile.
Case Handling How do you want to handle the cases? The following section would go deeper into some of the case handling mechanisms. The section we would explore are shown in the figure below. below.
Validation Rules
Validation rules are rules applied specifically to fields and are evaluated whenever a save happens. This is the first of response that happens when a record is saved.
Case Triggers
They are triggers that get fired when an insert or update event happens to a case record.
Support Process and Record Types
Support process are created to support various record types which are nothing but status and criteria picklists on case page.
Case Assignment Rules
These are rules that are evaluated for a case to determine case routing. Multiple rules can be specified and they have an order and based on the order each rule r ule is evaluated. A case case record then can be assigned to user or a queue or even to predefined case teams. Only one assignment can be active at a time. Case can be moved in / out of queue if the user has OWD settings for the case include Read/Write/Transfer Read/Write/ Transfer
Escalation Rule
Case escalation is based based on age of the case. case. When a rule is met then there is a time associated with it for escalation action.
When a case is escalated in the case listing view the escalated case would be shown with a red arrow image indicating escalation.
Case auto response rule
When a certain rule is fulfilled the auto response rule sends a notification to the appropriate set group or users. An email template is defined which is used for the response. Auto response rules are applied ONLY to new cases. This useful when a case created for example through web to case then the creator of the case can be automatically notified on the case creation.
A common common question here is when to use auto response for email compared to workflow action with email. The chart below explains the differences.
Process
Workflow Email Alerts
Auto-response rule
When
Whom
How many
When a case is created or edited
Up to 10 Anyone email alerts
When a case is created.
Send 1 email Contact based on the on the first rule case match
Case Comment Trigger
This trigger can be fired for an update or insert of comments in cases. Case comments are a related list in the case.
Case Teams
Case Teams give the option to create a Case Team Roles or Predefined Case Teams. The Case Team Team Roles can be added to any case and then based on a criteria or rule the members can be added to the case team. For example in a workflow, specific records may be assigned to user based on a criteria and for that case record in the case team you can automatically add the user. Predefined case team contains users or groups who have specific access. The team in this case exists and is added to a case when needed and can be various combinations as shown in the figure below.
Case teams have three levels of access. They are -: -: Read / Write Read Only Private - Users cannot have access to the case. The determination above can be also through the pre-defined case team roles. Entitlements
This is big section that will be discussed little later down in this book. Quick Text
Let’s Let’s users create messages such as greetings, answers to common questions and short notes. These can be then utilized by the support agent to easily insert into case update and communication to customers. The benefit here is saves time and increases standardization. Quick Text Text must be enabled in the support settings. It has a record type with two picklist. Category (Greetings, F FAQ, AQ, Closings) and Channel (Live Agents, Email, Portal, Phone and Internal) There are limits to the number of fields and rules on quick text. Quick Text also can be added as a console to the Service Cloud Console. Visual Workflow
Visual Workflow lets you easily build and manage flows, which guide users through screens that collect and display information, create and update Salesforce records, and execute logic based on user input. Administrators design and build flows using the Flow Designer’s simple drag-and-drop user interface, then activate, manage, and maintain them. Users can run an active flow from a custom button, tab, link, or the flow URL. Visual workflow can be accessed as shown in the t he figure below
To run it the user profile should have Run Flows enabled. Visual Flow has elements (Screen and Logic) and Resources (Variables, Constants etc.)
and they allow to generate dynamic choices from salesforce objects.
Chatter
Chatter is a Salesforce collaboration application that connects, engages, and motivates users to work efficiently across the organization regardless of role or location. Chatter lets users collaborate on sales opportunities, service cases, campaigns, and projects with embedded apps and custom actions. Chatter Feed displays changes to salesforce records for which the chatter feed is enabled and users have access to the records. Chatter allow agents to collaborate on cases hence quicker and improved r esolution to customer needs. Different types of chatter groups can be created for specific purposes. Private chatter groups can be created for collaboration on specific case or product and the users can be invited to join the group. External user can be invited to the group and they can see other users and can see case teams if enabled for the group.
Publisher Actions and Layouts Actions add functionality to the Chatter publisher and let your users do more in Salesforce and in Salesforce1. Actions are all about productivity. Actions let users accomplish things with fewer clicks, fewer fields, and ultimately less time spent. Actions are especially useful in Salesforce1, because it makes it easy to create and edit records with a simple, mobile-optimized interface. By default, the Chatter publisher includes the standard actions Post, File, Link, Poll, and Question as shown in the figure below.
In Salesforce1, actions appear in the action bar, its associated action menu, and as list-item actions.
There are several categories of actions, like standard actions, nonstandard actions, default actions, mobile smart actions, custom actions, and productivity actions. Standard actions: Standard actions are actions that are automatically added to the publisher when Chatter is enabled—such as Post, File, Link, and Poll. You can customize the order in which these actions appear in the publisher, but you can’t edit their properties. Nonstandard actions: Nonstandard actions are actions that you create and customize yourself. Default actions: Default actions are predefined actions provided by Salesforce. Add them to the publisher layout to make them available to your users. Mobile smart actions: Mobile smart actions are a set of preconfigured actions, just like default actions. In Salesforce1, Salesforce1, mobile smart actions let users create create records directly in the feed. Custom actions: Custom actions are Visualforce pages or canvas apps with functionality that you define. Productivity actions: Productivity actions are predefined by Salesforce and are attached to account, contact, event, lead, user, and user profile objects. You You can’t edit or delete productivity actions. To customize the publisher with more actions or change the order of the actions, first enable actions in the publisher on the Chatter Settings page in Setup.
Chatter Answer Chatter Answers is a self-service support community where users can post questions and receive answers and comments from other users or your support agents. It combines Cases, Question & Answer and Salesforce Knowledge in one easy tool to provide selfservice as shown in the figures below.
Chatter Answers combines questions and answers with Salesforce Knowledge to allow your customers to be their own tier-one support. Salesforce Knowledge lets customers search for knowledge articles that can resolve their issues. You can also set up Chatter Answers with Cases to enable your customers to take t ake their questions from the community straight to your service organization.
Chatter Answers lets service organizations: Create multiple communities and organize them into different zones, with each zone having its own focus and questions. Give agents the opportunity to respond to customers publicly or privately. Automate the creation of cases from questions using an Apex trigger and workflow rules. Deflect customer inquiries through participation.
Moderate questions and answers from the Q&A tab in the internal Salesforce application or from the community. community.
Chatter Answers lets your customers: Post, browse, and reply to questions using the Q&A tab. Delete their own questions and replies. Flag questions and replies as spam, hateful, or inappropriate. Receive emails when their questions are answered or when best answers are chosen for questions they’re following. Collaborate publicly or privately with support agents to resolve issues related to open cases. Search and review articles from Salesforce Knowledge. Like a post or Salesforce Knowledge article to help determine its popularity.
Chatter answer settings can be accessed as shown below -:
Chatter answer service communities can be broadly classified as public (Self Registered), private (Partners and community community users) and internal. Chatter answer can be setup setup only if you have setup communities and Data Categories.
Chatter Answer Zone Zones let the Chatter Answer be separated by a product or specific type or area. When posting to it and replies will always contain the zone name hence it’s it’s easily identifiable for Administrators and agents. Zones are shared by the Ideas and Chatter Answers applications, allowing you to view and
create zones from those locations. When setting up zones you can also determine the Community, Community, Portal or Internal users. Authentication to allow For Chatter Answers only, only, you can also select Visible Without Authentication to guest users to view activity within wit hin the zone through the community without signing in.
Data Category Assignment Data category assignment would result categorization of the Chatter Answer according to the Data Category. Category. If the Data Category is not assigned to a user then the zone also is not available to the user. Each zone in Chatter Answers can be associated with a top-level category. category. For a zone to be visible to a customer, customer, the customer’ customer ’s user profile must have visibility to that zone’s zone’s toplevel data category. category. In addition, if a customer has visibility to child data categories but not to the top-level data category associated with a zone, the zone won’t be visible to them.
Chatter Answer Fun Facts Before administrators can set up Chatter Answers, their organizations must have implemented Data Categories. If you want Salesforce Knowledge articles to display in your zones, then administrators need to implement Salesforce Knowledge. You can customize fields, page layouts, buttons and links, Apex triggers, and validation rules for questions and replies for Chatter Answers from Setup by entering “Chatter Answers” in the Quick Find box, then selecting Chatter Answers and choosing the appropriate setting. The following Apex triggers tr iggers and Workflow Workflow are created when Chatter Answer is enabled. An Apex class named ChatterAnswersRegistration with a method for customizing Account creation for portal users. An Apex trigger for questions named chatter_answers_question_escalation chatter_answers_question_escalation_to_case_trigger _to_case_trigger so that questions with specified attributes are automatically escalated to cases. A workflow field update named chatter_answers_num_subscriptions_a chatter_answers_num_subscriptions_above_ bove_ so that t hat when a question is escalated to a case, Priority on questions is updated. Two workflow rules, chatter_answers_no_best_reply_within_time_ chatter_answers_no_best_reply_within_time_limit_wf limit_wf and chatter_answers_num_subscriptions_a chatter_answers_num_subscriptions_above_limit_wf, bove_limit_wf, which you can customize and activate so that questions without best replies or questions
with a specified number of followers are automatically escalated to cases. You can add Chatter Answers to an existing Customer Portal or Partner Portal so that portal users can access Chatter Answers zones from one of your established channels. Questions escalated to cases display a Chatter-like feed on case detail pages. The case detail page also includes a Customer View section that lets support agents reply publicly or privately to the thread posted to the zone. ChatterAnswersActivity is an API object and you can create an Apex trigger from it. Answers on any case converted from a The Case Origin field lists Chatter Answers on question.
Review Questions 1. A contact center center agent wants wants to leverage leverage subject matter experts (SMEs) on Chatter to resolve a complex issue for a customer. customer. What is the recommended solution to increase the involvement of SMEs and track the case to t o completion in Chatter? 1. Follow the SMEs to receive automatic updates updates when when they add case case comments 2. Bookmark all the comments related to the issue from SME 3. Use hashtag hashtag (#) to track the customer case and SMEs SMEs comments comments 4. @mention the SMEs on the case Chatter feed and follow follow the case
2. A customer utilizes a high–volume Service Service Cloud portal for its Web Web customer support and is interested in deploying a chat solution. What should be the first fi rst step in configuration and customization? 1. Create user profiles or permission sets 2. Enable Chatter Messenger for the the organization 3. Enable Live Agent for the organization 4. Create an iframe to display the chat chat window window
3. Case Assignment Rules are based on elapsed time A. True B. False
4. A new customer customer to Salesforce is considering implementing a customer portal. portal. The customer has millions of users and plans to evaluate a high–volume customer portal/Community. portal/Community. What is i s a key consideration when configuring a customer portal? 1. Users cannot own records 2. Users can download and view content 3. Users are are not associated with with a rule in the the hierarchy hierarchy 4. Users can be part of of a case team
5. All of the following objects objects may have a queue EXCEPT EXCEPT:: 1. Accounts 2. Cases 3. Leads 4. Custom Objects 6. At Universal Containers, a support agent dedicated dedicated to one customer customer regularly handless complex integration related cases. In these cases, the agent collaborates with Universal Containers product development team and the client’s client’s system integration. What would the consultant recommend to expedite the handling of these cases?
1. Build a repository of Knowledge articles related related to integration and share it with the customer. 2. Enable Chatter Chatter case feed and add product development team team members to the case team. 3. Create a related child case and and assign the child case to the product development team. 4. Create a private Chatter group with customers and invite invite key individuals to join the group.
7. Auto Response rules work on which which objects? 1. Leads and Cases 2. Leads and accounts 3. Accounts and Opportunity 4. Accounts and Cases
8. Case escalation escalation rules triggered triggered on the the last modification modification will be reset each time a user does which of the following actions? 1. Reads the case 2. Adds a related comment to the case 3. Adds an an activity activity or sends an email email from the case case record record 4. Edits the case 5. All of the above
9. For which purpose purpose should should a contact contact center use Visual Visual Flow? 1. To assign follow–up tasks to an agent agent one week week after a case is closed. 2. To automatically assign assign cases to a specific queue queue based on the customer support level 3. To escalate to the support support manager if it has been been open for more than 72 hours 4. To automate business processes for agents who troubleshoot customer support issues via phone
10. From any Case Case List Page the Administrator can Mass Mass Update Multiple Multiple Cases at once: 1. True 2. False
11. 11. From any queue list view, view, users can take ownership ownership of one or more cases if: Choose Choose 3 answers: 1. They are members of that Queue
2. 3. 4. 5.
They have a Contact Manager Profile If the OWD for sharing cases cases is Public Read/Write/T Read/Write/Transfer ransfer They are are higher in the Role Hierarchy than a Queue Member All of the above
12. If you delete delete a case, case, which two also get get deleted? 1. Account 2. Solution 3. Event 4. Attachments
13. In the telesales contact contact center, Universal Universal Containers has three–step three–step and five–step order process, contingent on the type of product sold. Which approach should be used to optimize the order process? Choose 2 answers. 1. Use Visualforce Visualforce to create a wizard wizard for each process 2. Organize the fields on the page layout to match each process 3. Use Visual Workflow to streamline the process 4. Create a custom object object for each step step in the process process
14. Support engineers engineers need to see see a complete chronological list of field edit to a case, case, associated emails, case comments, and field edit to related objects in a single view while working on a case. How should the requirement be met? 1. Create a custom report 2. Create a custom related related list on the case 3. Create a custom view on the Case tab 4. Create a custom Visualforce page
15. The Universal Containers contact center offers support via email, the the Internet, and a customer portal. The contact center manager wants to demonstrate the success of recent self–service initiatives to executive management? Which report should the contact center manager present to executive management? (Choose 2) 1. Number of cases created using portal 2. Number of IVR inquiries without agent involvement 3. Number of cases closed by a self–service user 4. Average call handle time by team
16. Universal Containers Containers customer support support management wants wants to be proactive proactive regarding low customer satisfaction (CSAT) (CSAT) scores. What customer related metric should the customer support management analyze? Choose 2 answers 1. Time spent by account year to date.
2. New cases opened by account channel. 3. Escalated cases by amount month to date. 4. High priority cases opened by account account month month to date.
17. Universal Containers Containers has a policy that requires all email email traffic to remain within its firewall. Currently, Currently, the company has 200 support agents handling email from five different time zones on its legacy system. When implementing Salesforce, what solution should a consultant recommend for this service? 1. On Demand email to case 2. Connect for Outlook 3. Email to Case 4. Web to Case
18. Universal Containers Containers has a service service level agreement agreement (SLA) with customers customers that requires an agent to take ownership of and respond incoming cases within two hours of case creation. Which solution would help Universal Containers meet SLA? 1. Use case auto response response rules to send an email to support support managers with case creation. 2. Assign cases to queues and use use escalation rules to escalate cases that that have NOT been accepted by an agent within one hour 3. Create a rule to send an email to support managers managers when a case is created and assigned to a queue. 4. Create a rule to assign assign a task task to all members of a queue if a case case has NOT NOT been accepted by an agent within one hour.
19. Universal Containers has has a three–tiered contact center center.. Cases are routed to Tier Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2.How can Universal Containers measure case escalation? 1. Create an approval process process to ensure only only the appropriate cases cases get get escalated. 2. Create a case report to show all cases across across tiers filtered by an escalation flag. 3. Create a custom trigger to generate history when cases get get escalated escalated between tiers. 4. Create a case report to show the number of cases cases for each each tier and and sort them by case owner.
20. Universal Containers Containers has activated Email–to–Case functionality functionality to allow customers customers to correspond with support agents via email. Which options are available with
Email–to–Case? (Choose 3) 1. Only one one inbound inbound email email address can be used for Email–to–Case Email–to–Case 2. Follow–up emails and attachments related to a case are attached to the case 3. Assignment, escalation, and workflow rules are are processed on inbound emails 4. Follow–up emails related to a case will update the case comments 5. Supports emails larger than 25 MB
21. Universal Containers Containers has basic field service requirements requirements and has not yet deployed deployed the Service Cloud. The company would like to automatically create a field service dispatch record and assign it to a queue when specific case criteria are selected by an agent working the case. Which solution will create and route the field service dispatch record when the case is saved? 1. Use a workflow rule with an action 2. Use a validation rule 3. Use a case assignment rule 4. Use an Apex trigger
22. Universal Containers Containers has millions of customers customers in Salesforce, Salesforce, but only a very small percentage have opened support cases in the past. Recently, Recently, Universal Containers has implemented a Service Cloud portal and plans to allow customers to be authenticated users to increase self–service rates. Which method should be used to enable the customers on the portal? (Choose 2) 1. Have agents agents manually manually create users when portal access access is requested by by customers. 2. Identify active customers and and send them registration instructions via email. 3. Create active customers as portal portal users and send them email email notifications 4. Have agents provide customers with portal registration instructions when working a case
23. Universal Containers Containers is evaluating whether whether to implement On–Demand Email–to– Email–to– Case or Email–to–Case and needs to ensure the solution selected will meet its requirements. Which customer requirement would require the use of Email–to– Case? 1. Accepts email email attachments larger than 10 MB. 2. Accepts attachments from emails 3. Handles more the 10,000 emails a day 4. Requires the use of Transport Transport Layout Layout Security Security (TLS) (TLS)
24. Universal Containers Containers is implementing a solution to capture capture incoming emails as cases in Salesforce with the requirements listed below. below. Over 5.000 emails are captured and created as cases. Email filtering capabilities can be customized. Solution runs 24/7 so that emails are captured during maintenance windows. A software installation is not required. Which solution would meet the requirements? 1. On–Demand Email to case 2. Email–to–Case 3. Connect for Outlook 4. Email relay
25. Universal Containers Containers is initiating a program program to improve customer customer satisfaction. As part of the program, customers must be surveyed after the case is closed to ensure the customer is satisfied and the issue has been resolved. 1. Use workflow rules to send an email to the customer. customer. 2. Use auto–response auto–response rules to send an an email to the customer. customer. 3. Use assignment assignment rules to assign the case case to a case case queue. queue. 4. Use escalation escalation rules to assign the case case to a case queue.
26. Universal Containers Containers is launching a full line of new products and Service Service Cloud should support the following requirements:– 1. Agents need to collaborate with other teams 2. The product product development development team needs needs to be alerted alerted on high–priority cases for specific products. Which solution will meet these requirements? 1. 2. 3. 4.
Use escalation escalation rules for notifications and case case teams to monitor cases Use workflow rules for notifications and case teams to monitor cases Use escalation escalation rules for notifications and account teams to monitor cases Use workflow workflow rules for notifications and account account teams to monitor cases
27. Universal Containers Containers needs to allow allow customers to log log into its corporate website, view solutions from a Salesforce knowledge base, and log cases. Which product would meet all of these requirements? Choose 2 answers 1. Self–service portal 2. Customer portal 3. Web–to–Case 4. Force.com Sites
Interaction Channel Service Cloud Console Introduction A console console can be created in the t he apps as shown in the figure below
The console is a collection of various tabs in an easy and convenient arrangement for the t he users. It can be then t hen added to the profile and customized for specific users. A typical support agents console can be as shown in the figure below
The navigation tab items will get displayed as item 1 in the figure below and the console components will show as in figure 2 below. below.
Any page can be added as a console component as shown in figure 2. The benefit of console component is it transcends through all the tabs irrespective of the tab opened.
Push Notification Push notifications are visual indicators on lists and detail pages in a console that show when a record or field fi eld has changed during a user’ user ’s session. For example, if two support agents are working on the same case, and one agent changes the Priority, Priority, a push notification appears to the other agent so he or she spots the change and doesn’t duplicate the effort. Push notification is available only for accounts, contacts, cases, leads, opportunities, campaigns, tasks, and custom objects. This is done in the Apps settings for console apps. Push notification is available only for console apps.
Service Cloud Fun facts Service cloud layout is determined by mini page layout which is part of page layout in SFDC. Salesforce console integration toolkit increases the level of customization possible for service cloud. Through this API developers show other browser pages as tabs in the console.
Entitlements Entitlements are service agreement or service contracts that you could have with the customers for services rendered.
To understand entitlements let’s look at the t he schema to explore the various relationships to other SObjects in Salesforce.
The entitlement SObject have have several relationships as highlighted in the figure above. It has a Master Detail relationship with Account and lookup relationship with Asset, Service Contract and Entitlement process. We will explore in detail these relationships in the process of understanding the creation of entitlement. Before setting up entitlement the “entitlement management” needs to be enabled. On doing so you would see a list of entitlement options on the setup tab as shown in the figure below.
Entitlement management helps your support reps determine if your customers are eligible for support. You can set up one of three different entitlement management models, each with different levels of detail. Where do you want agents to verify that a contact or service contract is eligible for support? You can set up entitlements so that users can view and create them from the Entitlements tab or from the Entitlements related lists on these objects: Accounts Layout: At least one contact on the account is eligible for support. Contacts Layout: Specific contacts are eligible for support. Assets Layout: Specific assets (purchased products) are eligible for support. Service Contracts Layout: Support agents can verify that a specific service contract includes support. The Entitlements related list has a Create Case link so users can create a new case that automatically includes the correct entitlement. The case automatically includes any account, contact, or asset information from the t he entitlement.
How much detail do you want your entitlement management process to include? Where you want support agents to verify, entitlements helps determine the level of detail for your entitlement management process. There are three models f or managing entitlements, each with different levels of detail:
When
Entitlement Model
Support agents verify that contacts or accounts are eligible for customer suppo upport rt befo before re the they crea reate case casess
Entit ntitle leme ment ntss Only nly
Support agents verify that a contact is eligible for support based on a service contract
Service Contracts with Entitlements
Support agents verify that a contact is eligible for support based on line items in a service contract
Service Contract with Contract Line Items and Entitlements
Milestones
Milestones are required steps in an entitlement process. They represent service levels to provide to each of your customers. For example let’s consider consider the two highlighted milestones
Milestone tracker (shown below) is added to page layout l ayout in case feed in the feed section of
the layout.
Entitlement Process Process
Entitlement process are created after the milestones are created. Think of it as a bundling step to add to entitlement. Lest create an entitlement process as shown in the figure below
Note: There can be only one active version of the entitlement process. Within the entitlement process the milestones can be added and the time to handle each of the milestones when milestone rule matches are set up as shown in the figure below. below.
The milestone criteria are defined here in i n the entitlement process and are evaluated based on the criteria. If the criteria evaluates to true then different actions are associated based on the timeline. The actions are -: Success – The criteria is met for the milestone then it’ it ’s a success.
before specific time period prior to failure Warning – If the criteria is not met before specific then warning time trigger are initiated and workflow action occurs. after the specific time period of failure then Violation – If the criteria is not met after the violation time trigger are initiated and workflow action occurs. Now your entitlement process is ready and can be added to the Entitlement. Entitlement can be created from the entitlements tab or from the entitlement related list section in accounts. Existing entitlements can be added to contacts or assets. When a new entitlement is created there are several options. The Account is the only required field. But we can add the Entitlement Process created earlier and the Service Contract. Entitlements have status associated by icons on the screen. Inactive
Active
Expired
This status is determined by the start date and end date of the entitlement.
Entitlements impact different page layouts. They are -: Entitlement Case Account Contact Asset A case case can be created from any of these records and Salesforce will automatically
populate the associated Accounts, Contacts and Assets. As shown in the figure below.
The case page layout can be edited to include the Case Milestone related list as seen in the figure below.
The Case Milestone will only get populated if the milestones satisfy the criteria for the case and the entitlement is added to the case record. Note: Milestones can also trigger Apex classes.
Service Contract and Contract Line Items are further refinements of the entitlement process and the reasons when to use then were discussed above. Contract Line items are associated with price book for each product. own; you can’t Use sharing rules to give users access to service contracts they don’t own; extend the organization-wide default sharing model for service contracts.
Entitlement Templates Templates
Entitlement templates let you predefine terms of customer support that users can quickly add to products. For example, you can create entitlement templates for Web Web or phone support so that users can easily add entitlements to products offered to customers. You can also add terms (days) for the product support. The entitlement template created can then be added to the product.
Live Agents Live Agent is a comprehensive chat solution that makes it easy for your organization’s organization’s agents and support supervisors to assist customers in real time. Live Agents can be enabled on Live Agents Settings. Setting up live agents may seem a little intimidating but understanding the flow and the fundamentals will realizing how versatile it is. From SFDC setup the options are as shown in the figure below. below.
We would be addressing the four core areas which are highlighted in the figure above. Knowing these four areas you can setup a live agent easily for any client. Live Agent Settings
The live agent settings section is as shown below
There is not much here except knowing that the communication happens using the REST API. All Live Agent users need the API Enabled administrative permission enabled on their associated profile before they can use Live Agent.
1. From Setup, enter Users in the Quick Find box, then select Users. Users. 2. Click Edit next to a user’s name. 3. Select Live Agent User. User. If you don’t see this checkbox, checkbox, verify that your organization has purchased enough Live Agent feature licenses. li censes. 4. Click Save. After creating users, make sure that you assign them a Live Agent configuration (discussed below) and associate them with the appropriate skills. Aside from the other requirements the live agents also need permissions to the following SObjects. Live Chat Visitor – Read Access Live Chat Transcript Transcript – Read Access Live Agent Agent Sessions – Read Access Quick Text Text – Create, Read, Edit and Delete
Skills
Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that agent receives chat requests that are related to the agent’s skill areas. You can also empower your supervisors to assign skills to agents. 1. From Setup, enter Skills in the Quick Find box, then select Skills. Skills. 2. Click New. New. 3. Enter a name name for the skill. For example, example, you can can create a skill that’s that’s called “Accounts” for agents who specialize in i n questions about customer accounts. 4. In the Assign Assign Users area, select the users whom you want to associate associate with the skill. 5. In the Assign Assign Profiles area, area, select the the profiles that that you want to associate with the skill. 6. Click Save. To enable supervisors to assign skills, enable the “Assign Live Agent Skills to Users” permission on their profiles, or assign it to individual users via a permission set. When supervisors have this permission, they can go to Setup > Customize > Live Agent Skills and update the assigned profiles or users under each skill.
Live Agent Configurations
Live Agent configurations define the Live Agent functionality that’s available to your agents and support supervisors when agents chat with customers. Create Live Agent configurations to control the functionality of Live Agent in the Salesforce console.
Live Agent configurations enable you to control your users’ access to certain Live Agent features. You You can create multiple configurations that define Live Agent’s Agent’s functionality for multiple types of users. For example, you might create a configuration specifically for experienced agents that gives them more permissions than new agents have, or you might create a configuration for support supervisors that gives them the permissions that they need to monitor their employees. If the configuration skills are not provided then all the agents will show up in the supervisor panel. Routing to agents are done in three ways 1. Choice – Anyone can pick it up up 2. Least Active – Less Chat Windows Windows 3. Most Availabl Availablee – Number of Chat Windows – Less Chat Windows. Windows. Chat capacity indicates how many chat windows the agent can handle. But this is disabled if Service Presence is turned on. Service Presence is part of the Omni Channel feature and will be discussed in that section. Chat Buttons and Invitation
This allows you to generate a chat button code that you can add to your website page. You You can also generate this code based on user skills and capacity hence customizing for the appropriate website.
Live Agent Fun Facts
Live Agent Reports must be created and does not come out of the box. Live Agent transcripts are automatically available at SFDC Pre-Chat forms can be created with Visualforce
CTI CTI stands for Computer Telephony Telephony Integration. Salesforce released the standards and guidelines for Open CTI. What’s What’s the difference? CTI CTI adapters need to be installed installed on each agent’s agent’s machine for it integrate with the phone system. With Open CTI the principle of complete cloud is applied. There are no installation on agent’s agent’s machine. Instead an adapter is downloaded from the AppExchange and it communicates with the telephone system and Softphone on Salesforce. The adapter works with the softphone capability within salesforce to handle the call and provide the necessary information. Agents can receive, call or transfer calls through their browser. This is possible because of HTML 5 audio API support. Therefore HTML 5 compliant browser must be used.
Call Center Salesforce CRM Call Center improves the productivity of your call center users by providing fast and easy access to accounts, contacts, cases, and other salesforce.com objects that are directly related to t o incoming calls. By embedding a Softphone within salesforce.com, Call Center allows your call center users to perform all the t he functions of their job from a single application. To start using this feature we must install a CTI adapter from AppExchange. After installing the CTI adapter import the call center definition file (XML File). This would setup the call center with your telephone system. After the call center is created the administrator needs add users / agents to the call center. The administrator can also create Softphone Layout
Multiple soft phone layouts can be created and added to appropriate profiles. Softphone layout determines how the inbound popup window and the outbound popup window appears during the call.
On your service cloud console the phone component appears as shown in the figure would be visible.
Tech Dive
The CTI adapter from app exchange installs several apex files as well as visual force pages. The XML file is the call center definition file. After uploading the file your call center would something like as shown in the figure below. below.
The CTI Adapter URL goes to a visual force page installed as part of the app exchange install. This file references a JavaScript file from salesforce called interaction.js. This code retrieves the softphone layout so the appearance is customizable to softphone layout requirement (getSoftPhoneLayout()). The calls are translated into request and response in xml formats and communicated by the adapter through REST API calls to the vendor’s phone system.
Omni Channel Omni-Channel is a comprehensive customer service solution that lets contact centers push work to their agents in real time. Omni-Channel lets you create work items from your Salesforce records―including cases, chats, leads, and custom objects―and route them to the most qualified, available agents in your organization, all in real time. Omni-Channel integrates seamlessly into the Salesforce console, so it’s easy for your support agents to use. With Omni-Channel, Omni-Channel, you can manage the priority of work items to make sure that critical assignments get taken care of quickly. You can manage your agents’ capacity and availability for work to ensure that they’re given only the number of assignments that they can handle. You can also define which agents can work on different types of assignments. Best of all, Omni-Channel routes all of these assignments to the correct agents automatically. automatically. Agents no longer have to t o pick and choose work items manually from a queue, and managers no longer have to triage or dispatch work to agents. Work Work is served to the most qualified available agent in real time. This is best explained with the diagram from Salesforce.
Omni channel can be accessed from the setup as shown in the figure below
Service Channels let you turn any Salesforce object―such as a case, lead, SOS session, or even a custom object―into a work record. These work records are then routed to appropriate agent queues. Routing configuration needs to be associated with the queues and based on the configuration the appropriate agent receives the work item in i n the Omni channel console. Presence provides the availability of the agent. Limits were highlighted to remind that there is a limit to number of work items and rate of transfer of the work items. Omni Channel is added as a component to the Service Cloud Console.
Social Customer Service Salesforce social hub can connect to various social feeds and can r oute customer service issues to social feeds. Salesforce integrates with Radian6 to measure buzz around products. To use social customer service features within salesforce the org must purchase social hub license and ask customer support to turn on social for the org. Install Salesforce for Facebook and Twitter Twitter from the app exchange. As an example the picture below shows how it looks when you have it installed through app exchange.
Enable Social Customer Service and assign social handles to start using it. Agents can use Social Action to send comments, retweets etc. Fields on Social Action are all optional. Social Post is Post is a SObject that represents a post from a person or company on social post. Social Post are not deleted network. Users can create a Case record from social post. even if their parent is deleted. Reply to a Social Post ONLY from Case Feed and NOT from social post tab. Cases and Leads from Facebook is created from the Facebook page. Social Personas are Personas are SObjects and are created from f rom public information on social networking sites. It cannot be created from f rom Salesforce. Deleting Social Persona deletes all social post.
Review Questions 1. A customer calls the service desk at Universal Containers. Containers. The agent agent assigned to the call creates a case to capture the issue, but later realized the caller is not eligible for support. What solution should a consultant recommend to prevent the scenario from happening in the future? 1. Add the entitlements related related list to contact records 2. Add the the entitlement entitlement contacts contacts related list to account records 3. Add the assets related list to contact records 4. Add the the service service contract contract related list to contact records
2. A customer has recently implemented implemented an on on premise telephony system system that is common in the industry. industry. This customer purchased Salesforce licenses and is planning to integrate these two systems. What option should a consultant recommend? 1. Implement an on demand demand telephony telephony solution provided by a vendor. vendor. 2. Use a computer telephony telephony integration (CTI) adapter that supports its telephony system. 3. Create an an API integration between Salesforce and the telephony system. 4. Build a custom computer computer telephony telephony integration (CTI) adapter using the Toolkit.
3. Customers can can contact contact Universal Appliances to report problems with their appliances within 30 days of delivery. delivery. Support agents need quick–view–only access to an external database the stores over 100,000 known product bugs logged by the product engineers. Which solution should a consultant design to meet this requirement? (Choose 2) 1. Display product product bug bug data in Salesforce via a Visualforce Visualforce page 2. Use Web Web Services API to integrate the external database with Salesforce Salesforce 3. Create a custom product product bug bug object object and import data into Salesforce Salesforce 4. Use Bulk API to load the product bug bug data into Salesforce Salesforce
4. Ensure the contracted service service level requirements for its clients are are being met. met. What should be configured? 1. Entitlement processes, contract line items, milestones, entitlements 2. Entitlement processes, contract line items items and and Entitlements Entitlements 3. Entitlement processes, contract line items, items, milestones, milestones, milestone milestone actions 4. Entitlement processes milestones milestone actions and entitlements
5. Support agents need to verify that customers customers are eligible to receive receive support support before
they can update the case. What object is used to verify that a customer is entitled to receive support? Choose 2 answers. 1. Case history 2. Products 3. Service contracts 4. Contacts
6. The cost of service service for Universal Containers’ contact centers has steadily increased. increased. What solution should a consultant recommend to help reduce the cost of service in the contact centers? Choose 2 answers. 1. Enable Chatter for agent collaboration. 2. Create auto response templates for emails. 3. Enable Knowledge in a Service Cloud portal. 4. Enable Ideas in a Service Cloud portal.
7. The Universal Universal Containers support support center management team team would like to leverage Salesforce functionality to improve collaboration on cases. What should a consultant recommend to meet this requirement? (Choose 2) 1. Create escalation escalation rules to re–assign re–assign cases after SLAs have expired. expired. agents . 2. Enable the Service Cloud Console and Knowledge sidebar for agents. 3. Create case teams and introduce swarming to resolve cases. 4. Enable and use Chatter feed tracking on the case case object.
8. Universal Banking Banking has customer customer support support operations in both Canada Canada and the United States. Compliance regulations regulations are listed below. below. Agent users in Canada Canada can only view articles pertaining to Canadian products. Agent users in the US can only view articles pertaining to US–based products. How should article visibility be configured to enforce the compliance rules? 1. Create geography–based roles to restrict restrict access using data data categories 2. Create geography–based geography–based profiles to restrict access access by mapping article article types 3. Create geography–base geography–based d profiles to restrict access using data categories categories 4. Create geography–based geography–based roles to restrict access access by mapping article article types
9. Universal Banking Banking needs to provide a public knowledge base base on its website. The The company has three product groups (Personal Banking, Mortgage, and CDs) and needs to display information and address common questions about each product area. How should Knowledge be configured? 1. Create two article types to display information (Question/Answer (Question/Answer,, Product Product Info) 2. Create three article types for each product area area (Personal (Personal Banking, Mortgage, CD)
3. Create three data categories categories for each product product area (Personal Banking, Banking, Mortgage, CD) 4. Create two data categories to display display information (Question/Answer, (Question/Answer, Product Info) 10. Universal Containers Containers assigns its contact contact center agents agents to certain interaction interaction channels and would like to optimize the agents’ desktop based on their assigned interaction channels. 1. Create multiple agent console console applications applications and configure the the layout based on the user’ user ’s requirements. 2. Create multiple Salesforce Salesforce Console for Service applications and configure them based on the user’s user ’s requirements. requirements. 3. Create case case page layouts for each interaction interaction channel channel and assign them them to different agent profiles. 4. Create a Salesforce Console Console for Service Service layout and allow the agents to drag and drop the components they need.
11. 11. Universal Containers has has implemented Service Cloud Cloud in their call center and would like to integrate it with their existing telephony system. All members of staff use a standard build for desktop computers and the IT department has indicated that they a produce a custom desktop build for the call center staff. Which solution should a consultant recommend? 1. Move to a cloud based telephony system. 2. Implement an adapter adapter using using the Telephony API. 3. Implement an adapter built on Open CTI. 4. Build an adapter using the CU toolkit.
12. Universal Containers Containers has service level agreements (SLAs) with clients that that requires an agent to respond within one hour of receiving a case. The agreement also states that the case must be resolved in less than one day if the case status is set to urgent. Which feature should be used to meet this requirement? 1. Case assignment assignment rules rules to route the case to an escalation escalation queue queue 2. Entitlements to define milestones to meet the SLA’s SLA’s 3. Case comments to communicate updates to the the client 4. A workflow email alert to send send notification that that a case case was received received
13. Universal Containers Containers is developing its strategy for social social customer service. service. It would like to build a business case to fund an investment in social media and have a dedicated social media support team. The company’s company’s requirements include the ability? 1. Monitor Facebook fan page for new posts from customers customers 2. Link new posts to an existing customer record 3. Respond to posts posts from the existing existing Salesforce Salesforce Console Console for Service
What should Universal Containers do immediately to begin providing social customer service? 1. Integrate Facebook to its existing Customer Community. Community. 2. Create a Force.com Force.com app for Facebook Facebook monitoring. 3. Install Salesforce app app exchange product for Facebook Facebook and Twitter. witter. 4. Enable Salesforce social profile on contacts. 14. Universal Containers Containers is evaluating the the speed and and productivity enhancements enhancements that could be obtained by implementing the new Service Cloud console. Which benefit should the company expect when implementing i mplementing the Service Cloud console? Choose 2 answers 1. View records and and related related items as tabs on one screen screen 2. Screen pops pops open new object in tabs to reduce reduce interruptions 3. Customized mini page layouts for the console view 4. Customized view for the console console in the customer customer portal portal
15. Universal Containers Containers is implementing a CTI solution for its inbound inbound service and support contact center. Currently, Currently, the company handles only existing customers with support issues. The contact center manager has been tasked with improving sales for the premier support offering. What key metrics can be expected to improve following the CTI implementation? (Choose 2) 1. Average days to close 2. First call resolution 3. Average handle time 4. Abandon rate
16. Universal Containers Containers is implementing an an entitlement process process in its contact center to gain better visibility into how well the company is delivering on customer service level agreements (SLAs).How can milestones be used to accomplish this goal? (Choose 2) 1. To represent represent metrics such as first–response and resolution time on cases. 2. To monitor the case escalation escalation rule queue queue to confirm confirm service levels are met 3. To identify the customer customer contact associated with a particular stage of a service contract 4. To display whether a case response complies with a customer service level agreement
17. Universal Containers Containers is in the process process of setting up a business to business (B2B) portal. The company needs to give customers access to service level agreements (SLA) via the portal. Which solution is recommended to accomplish this requirement? 1. Assets
2. Cases 3. Milestones 4. Service Contracts
18. Universal Containers Containers is migrating from a legacy system to the Service Cloud. Cloud. The company currently tracks enticements and agreements in its legacy system. The legacy system will be archived and unavailable after go live. Agents will need easy access case information for the last one year. year. 1. Migrate closed cases with milestones milestones and entitlements. 2. Migrate open and closed cases with milestones and entitlements. 3. Migrate open and and closed closed cases cases without milestones milestones and and entitlements. entitlements. 4. Migrate closed cases to a custom read only only object. object.
19. Universal Containers Containers is using the Salesforce Console Console for Service for managing managing cases. They would like to add the Salesforce to enable click to dial capability. capability. What needs to be configured for the Softphone to work in Salesforce? Choose 3 answers. 1. Assign the Salesforce Salesforce CTI license license to Salesforce Salesforce users. 2. Install an adapter from from AppExchange AppExchange to work with third party CTI systems. 3. Use Apex Apex to create an adapter to work with third party CTI systems. systems. 4. Create a Softphone layout layout and assign to user profiles. profiles. 5. Assign the correct Salesforce Salesforce users to the Call Center Center..
Contact Center Analytics
Service Monitoring Monitoring process enables Administrators to monitor various process and take appropriate actions like cancel pending changes etc.
Automated Process Actions When articles are published or archived their automated actions are places in workflow queue. Several criteria’s criteria’s can be selected to view view the process for the articles.
Case Escalation When salesforce.com triggers an escalation rule, its time-dependent actions are placed in the case escalation queue.
Entitlement Process When salesforce.com triggers an entitlement process, its time-dependent actions are placed in the entitlement process queue.
Reports and Dashboards Cases come with a number of custom report types that you can use to track your team’s work with cases and solutions. Use the built-in custom report types to create reports on the number of cases created, case comments, case emails, case owners, case contact roles, cases with articles, length of time since the case last changed status or owner, and the history of case fields. Cases with Historical Trending: Use the Cases with Historical trending custom report type to analyze changes in case data over time. Available when Historical Trend Reporting is enabled. Cases and Emails: Create a custom report to view a list of both inbound and outbound emails by case by choosing the Cases and Emails report r eport type. This type of report is available when Email-to-Case or On-Demand Email-to-Case is enabled. Service Contracts with Entitlements: Use the Service Contracts with Entitlements report type to report on the services your customers are entitled to. Available when Service Contracts with Entitlements is enabled. Accounts with Entitlements, wit h Contacts Lists, accounts with entitlements include contacts (named callers). Available Available when Service Contracts with Entitlements is enabled. Service Contracts with Contract Line Items Lists service contracts with contract line items (products). You can create a custom report to view a list of cases with milestones by choosing the Cases with Milestones report type. This report type is available if entitlements is i s enabled. Note: Milestone status in list views and reports is based based on the related entitlement process’ end time. If a user’s profile doesn’t include access to the Entitlement Process End Time case field, reports and list view may show an incorrect milestone status on cases. The case record and Case Milestones related list will still display the correct milestone mil estone status values. Case History/Solution History: Use the Case History and Solution History report types to track the history of standard and custom fields on cases and solutions where field histories are set up for tracking. Use these reports to see tracked fields’ old and new values. You can’t use filter conditions to search the results of the Old Value and New Value fields. Entitlements and Contracts Use custom report types to define report criteria from which users can run and create reports on entitlements, service contracts, and contract line items
Review Questions 1. A report shows average time spent by agents to resolve cases. cases. Nine of twelve agents spend approximately the same time t ime to resolve r esolve cases. However, However, Agent A has a much shorter average time to resolve cases and Agents B and C have a much longer average time to resolve cases. How can the supervisor use this data to drive greater consistency in average time spent by agents across the team? Choose 3 answers: 1. Document and share the practices of of Agent A with the team via knowledge articles 2. Lower the target for entire team to that of Agent A 3. Review case history and activities for Agents B and C 4. Build a dashboard to display individual performance by agent versus the team goal 5. Update case case assignment assignment rules to route more cases cases to Agent A
2. A contact center manager manager is looking for ways to reduce reduce overall cost per case. What What Salesforce metrics should the contact center manager evaluate? (Choose 2) 1. Average number of activities per case 2. Average number number of articles attached to a case 3. Total number of cases by origin 4. Average customer satisfaction score by case
3. A Contact center center manager needs needs to track individual agent productivity productivity on a monthly basis. The manager needs to create a dashboard to drive competition among the team by allowing all agents to view the dashboard to see how they are performing in comparison in comparison to their peers. Which dashboard setting would meet this requirement? 1. Standard view 2. Logged in user 3. Running user 4. My Team view
4. Customer Portal/Community Portal/Community Users can Run Run Reports if: Choose one answer: answer: 1. They have the Admin Privileges 2. Their Profile includes the Run Reports Permission 3. Have access to the Public Report Folder 4. All of the above
5. Customer Portal/Community Users have access to Dashboards Dashboards
7. The cost of service for Universal Containers contact contact centers has steadily increased. What solution should a consultant recommend to help reduce the cost of service? (Choose 2) 1. Enable Ideas in a customer portal 2. Enable Chatter for agent collaboration 3. Create auto–response templates for incoming emails 4. Enable Live Agent to handle incoming service inquiries
8. The Universal Universal Containers contact contact center offers support support via email, email, the Internet, and a Community. Community. The contact center manager wants to demonstrate the success of recent self-service initiatives to executive management. What report should the contact center manager present to executive management? Choose 2 answers. 1. Average call handle time by team 2. Number of cases created created using portal 3. Number of cases closed by a self service user 4. Number of IVR inquiries without agent involvement
9. The Universal Universal Containers customer support organization organization has implemented implemented Knowledge Centered Support (KCS) in the call center. However, However, the call center management thinks that agents are not contributing new knowledge articles as oft en as they should. What should the company do to address this situation? Choose 2 answers. 1. Require agents agents to check check a box box on the case when submitting a new new suggested suggested article. 2. Measure and reward agents based based on the the number of new articles approved for publication. 3. Create a dashboard dashboard that includes articles submitted by agents agents and approved for publication. 4. Measure and and reward reward agents based on the number of new articles submitted for approval
10. Universal Containers Containers is designing a contact center center that will store 20 million million cases. Of those, 5 million will need to be accessed for reporting and search. Which
approach will ensure best system performance? Choose 3 answers: 1. Custom indexes 2. Tiered data strategy 3. Record types 4. Divisions 5. Custom search
11. 11. Universal Containers has has a telemarketing call center with agents agents who “cold” call prospects and follow up on prospects that have been routed to them. Which metric should Universal Containers consider when designing the call center? Choose 2 answers. 1. Average number of attempts to contact 2. Number of outbound calls per day 3. Number of cases closed by agent 4. Average case age by agent
12. Universal Containers Containers has determined that case list views views are slow to load because because of the large number of cases in system. Which action will improve the performance of the list views? Choose 2 answers. 1. Remove filter criteria from the views 2. Restrict visibility of the views. 3. Reduce the number of fields displayed 4. Filter the views by case owner
13. Universal Containers Containers is concerned with system performance performance in its contact contact center because the number of contact records has exceeded 40 million. What platform functionality might be affected by the number of contact records? 1. Contact related list load time 2. Contact view page load time 3. Contact report run time 4. Contact list view edit time
14. Universal Containers Containers is experiencing system timeouts when running case case reports. What should a consultant recommend to improve the performance of t he reports? Choose 2 answers. 1. Remove formula fields from filter criteria. 2. Remove unnecessary columns from the reports. 3. Remove date boundaries from filter criteria. 4. Remove dashboards based on long running reports.
Integration and Data Management
Data loading Articles Loading or migrating existing articles can be done by the import articles option from setup as shown in the figure below.
Before articles can be imported the article type must be created. Then create a csv file containing the article information. A separate csv file required for each article type. Include the data category also if it’s needed needed for the article arti cle type. Create a property file to specify import parameters such as the CSV separator, separator, rich-text encoding, or character encoding. Later create a zip file fi le that includes the CSV file, the property file, and any related HTML or image files.
Review Questions 1. A consultant needs needs to import import 2,000 source source articles for a Salesforce Salesforce Knowledge implementation. The source articles are in HTML and contain several images. All of the articles are FAQs. Before importing the articles arti cles into Knowledge, which step should a consultant perform? (Choose 3) 1. Create the data categories and set up the data category category values. 2. Set up a zip file that contains the CSV, CSV, HTML, and image files. 3. Create the custom fields and layouts layouts for the FAQ FAQ article type 4. Set up the article actions and and assign publishers to each action 5. Set the publication status of the article type to draft status
2. A customer is planning a Service Cloud implementation. The customer’s current database has the following number of records: 1. 10 million cases 2. 1 million accounts 3. 3 million contacts When planning to migrate this data into Salesforce, what implications should be considered? (Choose 2) 1. 2. 3. 4.
The Salesforce Salesforce org may be be slow during the data import. import. Related lists on the case object object may be slow to populate Salesforce reporting speed may be affected Result may be slow when searching searching for records
3. Universal Containers Containers has completed development development and testing of its Service Cloud implementation and plans to migrate functionality from the sandbox environment to the production environment. Which tools should be used f or migration functionality? 1. Data loader, loader, change sets, and and Force.com Force.com Excel Excel Connector Connector 2. Visual Workflow, Workflow, data loader, and Force.com IDE 3. Force.com migration tool, Force.com IDE, and change sets 4. Mass transfer records, records, change change sets, sets, and Force.co migration tool
4. Universal Containers Containers has discovered that that the average average time an agent takes takes to resolve a case has increased. What should a consultant recommend to help reverse this trend? (Choose 2) 1. Track social sentiment across social media outlets 2. Hire more agents for the contact centers 3. Configure entitlements and milestones to enforce SLAs. 4. Improve the training provided to existing agents agents
5. Universal Containers Containers is designing a contact contact center focused on on customer customer billing inquires. The contact center includes the variables listed below? 1. 2 million accounts in Salesforce 2. 20 million invoices in an external application 3. 600 support agents 4. 300,000 transactions processed daily across agents. When agents view an account in Salesforce, they need to view the invoices associated with an account and view the detail of the invoices. However, agents do not need to update or report r eport on invoice information. Which solution would meet these requirements? Choose 2 answers 1. Create a bi–directional bi–directional integration using the Salesforce Salesforce API 2. Build a real–time integration integration to import invoices invoices into a Salesforce Salesforce custom object 3. Launch the customer billing application application in Salesforce as as a Web tab 4. Design a Visualforce Visualforce page to display invoice data in Salesforce based on a real–time call
6. Universal Containers Containers is ready ready to launch launch a customer customer portal to its targeted customers. The company’s company’s executives want to use appropriate metrics to efficiently measure user adoption. Which metrics should be measured? (Choose 2) 1. Number of calls deflected using IVR 2. Number of emails emails compared compared to portal portal cases cases 3. Number of cases created in the portal 4. Number of portal logins per day
7. Universal Containers Containers needs to automate the process of gathering and measuring measuring customer satisfaction (CSAT). (CSAT). The process should be initiated at the time of case closure. Which feature should be used to meet this requirement? 1. Install an AppExchange product for case survey functionality 2. Enable the Send Send Survey feature for cases cases 3. Deploy the self–service self–ser vice portal CSAT CSAT survey widget 4. Create a case case survey survey email email template and auto–notification rule
Test your knowledge (Try this as a final test when you are confident with all the study) Time: 105 minutes Questions: 60
1. Universal Containers Containers needs to decrease the cost of support by by allowing support support engineers to capture case resolution information when a case is closed and make the details of the case available via search to internal users, partners, and the general public. How could this be achieved? 1. Create Knowledge Knowledge articles and and publish publish the article to all channels channels 2. Create Content Content documents and add them to a workspace accessed by all users 3. Create solution solution and and publish the solutions solutions to the self–service self–service portal 4. Create case case attachments and upload attachments to a directory accessed by all users
2. Universal Containers Containers needs needs to integrate Knowledge Knowledge into the case case management management lifecycle. Which integration point is possible between cases and Knowledge? Choose 3 answers 1. Email articles in PDF format 2. Add a comment to an article 3. Search Knowledge using case information 4. Convert a case attachment to an article 5. Create articles when closing a case
3. Universal Containers Containers needs to measure how long it takes to resolve a case once once a support agent has accepted the case from the queue. How would this requirement be met? 1. Enable the case accepted accepted time support setting setting to track the active time an agent spends on a case 2. Create a formula field to calculate the total time spent spent in each status based based on the case history 3. Create a formula field to calculate calculate the time between between a custom Case Case Accepted Accepted Date/Time field and the standard Date/Time Case Closed field 4. Create a formula field to calculate the time between the standard Date/Time Case Created field and the Date/Time Case Closed field.
4. Universal Containers Containers needs to produce a dashboard dashboard in Salesforce Salesforce that shows shows the
average cost per call. Which data needs to be available in Salesforce in order to to create the report? Choose 2 answers 1. Agent hours worked and agent wage rate 2. Talk time and wrap time 3. Average seconds to answers and talk time 4. Case status and case age
5. Universal Containers Containers needs to provide users users with a case entry page that meets the requirements listed below. below. Launches from the account record provides a list of associated contacts and assets Allows a user user to associate contacts and assets with a new case Allow for the creation of the new contact Which approach meets the requirements? 1. Create an Apex page page for selecting the the associated associated records and entering the new case information 2. Create a Visualforce page for selecting the associated associated records and entering the new case information 3. Modify the case page page layout layout to include include attributes necessary for creating a new contact 4. Modify the case page layout and enable the quick create feature for contact contact creation
6. Universal Containers Containers needs to set up a customer community to provide customers customers with a self–service option for support. Which capability can Universal Containers provide its customers via the customer communities? (Choose 3) 1. Allows customers to submit ideas and answers 2. Allows customers to customize customize their user user interface interface 3. Allows customers to search documents in Contact 4. Allows customers to follow Chatter feeds 5. Allows customers to search a knowledge base
7. Universal Containers Containers needs to track the internal users who are involved with support cases. Certain status updates to the case should trigger an email notification to the users involved. Which solution design will best address this requirement? 1. Use case teams to track users and a workflow rule with an email action action for notification of status changes 2. Use account account teams to track users users and a workflow rule with an email email action for notification of status changes 3. Use a custom object object to track users and a workflow rule with an email action for notification of status changes 4. Use case teams to track track users and an Apex trigger for for notification of status changes
8. Universal Containers Containers plans to deploy the new Service Service Cloud console to its support team. Which steps should be considered in deployment? (There are three correct answers.) 1. Customize highlight panels for all objects. 2. Set up interaction logs logs and assign them to user profiles. profiles. 3. Assign users the Service Cloud User feature license. 4. Set up users and and assign assign them them to a queue. queue. 5. Customize case list views.
9. Universal Containers Containers plans to migrate data into Salesforce from legacy system. Which step should be taken before performing the data migration? Choose 2 answers 1. Enable data validation rules 2. Perform data cleansing 3. Develop data map 4. Normalize database
10. Universal Containers Containers purchased Knowledge Knowledge and would like to implement implement it as soon as possible. What approach should a consultant recommend? 1. Activate the Knowledge Knowledge sidebar sidebar within the Salesforce Salesforce Console for Service. Service. 2. Activate the Knowledge Knowledge sidebar on the case detail page. page. 3. Create a Knowledge Visualforce component component on the case case detail page. 4. Create a Knowledge Visualforce component component within the Salesforce Salesforce Console Console for Service.
11. 11. Universal Containers requires requires that a case is logged for every every incoming support call. Each case could require an associated Return Materials Authorization (RMA) and/or Field Service Request (FSR). The original case CANNOT be closed until all RMAs and FSRs are closed. Universal Containers is considering whether RMAs and FSRs should be stored on a child case or on a related custom object. What should Universal Containers consider when designing the solution? Choose 3 answers 1. Average incoming incomin g case volume 2. Relationship to the primary contact 3. Case closure rules on the original case 4. RMA and FSR escalation requirements 5. Visibility isibil ity and access to the RMA and FSR records
12. Universal Containers Containers requires that a case status be updated 48 hours after a solution solution
to the case has been emailed to a customer. customer. Which Salesforce feature would be used to meet this requirement? 1. Assignment rules 2. Validation alidati on rules 3. Workflow orkflo w rules 4. Auto–response rules
13. Universal Containers Containers requires that users users have the ability to view specific specific cases, as determined by the product type field on the case. An email should be sent to the users when a case to which they have access is created or closed. What should a consultant recommend to meet these requirements? Choose 2 answers 1. Escalation rules 2. Auto response rules 3. Workflow orkflo w rules 4. Case teams
14. Universal Containers Containers staffs its contact contact centers to allow for up to 20% 20% of the total case volume to be escalated. The contact center would like to measure case escalation rate to staff to ensure sufficient training for Tier 1 agents. What solution should a consultant recommend to meet this requirement? 1. Create a dashboard report to display and compare escalated escalated cases cases against against non–escalated cases. 2. Create a case report report with a custom summary formula to calculate calculate the percentage of escalated cases. 3. Create a formula field on the case record record to calculate percentage percentage of escalated escalated cases. 4. Create a daily snapshot snapshot report of all cases and calculate percentage of of escalated cases.
15. Universal Containers Containers support manager manager wants to share share product specific specific information with their customer Communities. What should a consultant recommend to meet this requirement? Choose 3 answers 1. Assign Article types to the Community 2. Enable Public Solutions 3. Enable Article deliveries 4. Publish Articles to external channels 5. Configure Content Library permission
16. Universal Containers Containers support team requires requires its customers to submit their support support
inquiries via free form email (Outlook etc.). Additional requirements are listed below: 1. Support attachments up to 20 MB per inquiry 2. Over 10,000 inquiries per day Which solution should a consultant recommend to meet these requirements? 1. 2. 3. 4.
Email to Case Customer Chatter groups On Demand Email to Case Web to Case
17. Universal Containers Containers wants to create create a process to verify that customers customers are eligible for support before a case is creates. A consultant recommends using entitlement management to meet this requirement. Which benefit would be realized by using the entitlement management feature? Choose 2 answers. 1. Ability to determine if a customer customer has escalated a case in the past 2. Ability to specify unique service levels for each customer 3. Ability to prompt callers callers for the service service contract contract number number within IVR menus menus 4. Ability to enforce service service levels levels with the time dependent processes
18. Universal Containers Containers wants to display display a list of open cases, data from an external system, and knowledge articles in one view in Salesforce. What should a consultant recommend to meet this requirement? 1. Configure the Salesforce Console for for Service, add Visualforce Visualforce components, components, and activate the Knowledge sidebar. 2. Configure the Salesforce Console Console for Service, integrate integrate the external system, system, and enable Knowledge 3. Configure the agent console console and and display the articles, case view view,, and external system custom object 4. Create a custom custom Visualforce Visualforce page to display case list view, view, external system, and knowledge articles
19. Universal Containers Containers wants to implement implement Knowledge to assist agents with with the resolution of cases. What should a consultant recommend to meet this requirement? (Choose 3) 1. Create an an email email template to send send articles as PDF PDF attachments attachments 2. Enable suggested articles on new cases 3. Enable article submission during case close 4. Enable article customization for open cases 5. Enable agents to create create their own own personal personal articles
20. Universal Containers Containers wants to reduce reduce incoming support support phone call volume. volume. What action can be taken to meet this requirement? Choose 2 answers. 1. Enable service contracts and entitlements. 2. Implement Salesforce Console for Service to support support agents. agents. 3. Leverage Live Agent for web based chat 4. Implement Salesforce Knowledge on a portal.
21. Universal Containers Containers wants to shorten shorten the average call time in its contact contact centers by prompting the customers to enter customer number and identify their order and product information when they call for support. After providing this information, the customer should then have the option to speak a support agent if they still need help. Which system will help Universal Containers meet this t his requirement? 1. Computer Telephony Integration 2. Interactive Interact ive Voice Response 3. Automatic Call Distribution 4. Order Management System
22. Universal Containers wants wants to track customer satisfaction (CSA (CSAT).Which solution will automate the process for support agents to survey customers when cases are closed. 1. Enable the case case survey survey object object for the customer customer portal 2. Utilize an AppExchange package to handle handle customer customer surveys surveys 3. Create a validation rule for case case survey survey email templates 4. Modify the user interface settings for the case case survey sidebar
23. Universal Containers will be launching launching a telesales contact contact center. center. What should be considered in the design? 1. Integration with Field service teams and apps 2. strategies to maximize call deflection 3. Performance for high volume of interactions 4. Integration with Lead Lead Generation team and apps
24. Universal Containers Containers would like articles to be suggested suggested to agents based on information they are typing into the case. What solution should a consultant recommend? 1. Enable the Knowledge sidebar related related list on on the case page page layout. 2. Create a Service Cloud Console and and enable the Knowledge sidebar on the case page layout. 3. Enable the Knowledge Knowledge sidebar setting in the case case support support settings
4. Create a Visualforce page called Knowledge Knowledge sidebar on the case case page layout
25. Universal Containers Containers would like to provide provide their contact center agents with with a map image of their customers location based on the Shipping Address of their Account Record. What should a consultant recommend as part of the t he solution? 1. An outbound outbound message message to a middleware platform to provide map map details 2. A mashup integration integration on the Account page page to a third party mapping mapping service 3. A Web Service call out that retrieves map details from the backend system 4. A custom tab of type URL that displays a map image of customer customer location
26. Universal Containers, Containers, a new Salesforce Salesforce customer, customer, needs its millions of consumers to have public access to Knowledge on its corporate website. The consumers also need the ability to login to create, update, and read historical cases. Which product and license type would meet all of these requirements? 1. Force.com Sites with Knowledge and Email–to–Case 2. Visualforce and Self–Service Portal 3. Force.com Sites with Knowledge and Web–to–Case eb–to–Cas e 4. Force.com Sites and High–Volume High–Volume Customer Portal
27. Universal Health Service Service is setting up up Knowledge in its contact center center for agents so they can research articles while taking calls. The company needs to migrate the existing knowledge base of documents and images into Salesforce. Which step will be required for the implementation? Choose 3 answers 1. Create multiple CSV files, one one for each each article article type 2. Create HTML files referencing referencing image to be uploaded 3. Match each new article to an existing article type 4. Create a single CSV file, including all article types 5. Load all articles with the Apex data loader tool
28. Universal Health supports supports medical kits kits that have been been distributed to thousands thousands of hospitals. Hospitals can request future credit by providing kit usage information by patient. The regional processing teams review these requests and award coupons for approved cases. What should a consultant recommend to manage this process using Service Cloud? 1. Enable the self–service portal to generate logins for the hospital staff by region. 2. Use Web–to–Lead Web–to–Lead to capture the credit credit requests and assign them to regional teams using workflow rules. 3. Design a custom object object to track credit credit requests and route them regionally regionally using assignment rules 4. Use cases cases to track the credit requests requests and route than to regional teams teams using
assignment rules
29. Universal Telco Telco sells and supports supports a line of smart phones. The company company offers support via phone, email–to–case, web–to–case, and a customer portal. The call center manager is requested to drive support through customer self–service. Which report should be included i ncluded on the manager’s manager ’s dashboard? dashboard? Choose 3 answers 1. Number of Portal Logins per Day 2. Knowledge Article Usage 3. Average Call Handle Time 4. Cases by Support Channels 5. Escalated Calls
30. Using Import Wizard Wizard you can import Asset records records at a time 1. 1000 2. 5000 3. 50,000 4. 100,000 5. You cannot import Assets via Import Wizard Wizard
31. Using standard case management management capabilities, what what can be emailed emailed to a customer customer as a PDF attachment? 1. Articles appearing in the Knowledge sidebar 2. Products and assets associated to the case 3. Knowledge articles attached to the case 4. Contract details related to the entitlement
32. What are benefits benefits of deploying Knowledge in a high volume Service Service Cloud portal? (Choose 2) 1. Replaces the need for an an email channel 2. Eliminates tracking of customer entitlements 3. Uncovers gaps in the knowledge base 4. Reduces incoming call volume
33. What are some uses uses of www.trust.salesforce.com www.trust.salesforce.com in business business continuity planning? (Choose 3) 1. To provide online security threat information 2. To provide live and historical data on system system performance 3. To provide information planning planned maintenance 4. To provide live support for system and data backup 5. To provide provide best practices for continuity continuity plans
34. What is a benefit benefit of a quality monitoring system? Choose Choose 2 answers answers 1. Lower the average speed of answer (ASA) 2. Teach new new agents how to handle difficult difficult situations 3. Enforce a consistent consistent standard of service service for customer customer interaction 4. Capture inappropriate word usage usage and generate reports
35. What is a business business continuity continuity challenge in a cloud–based contact contact center that that operates 24/7?Choose 2 answers 1. Highly available telecom solution 2. Periodic maintenance windows 3. Server hardware infrastructure rebuilds 4. System software restore after an outage
36. What is the primary function of a private branch exchange exchange (PBX)? 1. To receive multiple calls at one time 2. To use speech recognition recognit ion to direct calls 3. To report the caller’s background information 4. To transfer transfer calls calls to different agents
37. What key metric should should a contact center manager manager use to evaluate the effectiveness effectiveness of a new Service Cloud implementation? (Choose 2) 1. First contact resolution rate 2. Number of total cases handled 3. Total number of solutions created by agent 4. Average number of knowledge knowledge articles published
38. What metrics should should a contact contact center manager manager consider to measure measure adoption of Salesforce Knowledge? (Choose 2) 1. Number of cases escalated by agent 2. Number of articles created by agent 3. Number of articles attached to a case 4. Number of solutions created by agent
39. What process is a use use case for Visual Visual workflow? Choose 3 answers answers 1. Field validation during case creation 2. Cross self-promotions for representatives 3. Assignment of email to a case queue based on subject subject
4. Decision based troubleshooting for representatives 5. Caller verification verification and creation of a new case
40. What solution should should a consultant consultant recommend while while designing a plan to decrease decrease a company’s cost per call? (Choose 2) 1. Increase the Call–to–Order ratio 2. Use integrated voice response 3. Bypass entitlement verification 4. Use suggested Knowledge articles
41. When a Self Self Service Portal User User adds a Case Case Comment the following actions take place: 1. An email email is automatically sent to the case owner 2. A Workflow rules is activated activat ed 3. An Assignment Rule is Activated 4. None of the above
42. When planning planning for the migration of an existing knowledge knowledge base into Salesforce Knowledge, what factors are considered which articles to migrate? 1. Last modified date and frequent search terms 2. Last modified date date and number of recent recent article views 3. Original creation creation date and total number number of of article views 4. Original creation date and average rating of of articles
43. Which application application will allow a client to enable Ideas on a public website? website? 1. Partner portal 2. Self–service portal 3. Sites 4. Customer portal
44. Which capabilities capabilities of the console console can the company company use to help improve its contact center performance? (Choose 2) 1. Allows Chatter Messenger to be used between agents 2. Displays records and and their related items as tabs on one screen 3. Is available for users in the partner portal 4. Indicates when records records and and lists are changed changed by others
45. Which document document should be created to support support the initial planning phase of an implementation project? (Choose 2)
46. Which metric influences customer customer satisfaction Choose 2 answers 1. After call work 2. Cost per call 3. First call resolution 4. Call quality
47. Which of following is granted by the Manage Cases Permission (Select the all that that apply)? 1. Set support business hours 2. Edit the Support settings 3. Set up Email–to–Case 4. Mass Transfer Cases 5. Create, Edit, Edit, and Delete custom fields fields on the Case Case Object Object 6. None of the above
48. Which of the following utilize the Automated Automated Case User User (Select all that apply): apply): 1. When a case is automatically assigned assigned using assignment assignment rules this user is listed in the case history 2. When an email notification is triggered via workflow this user user is listed in the case history 3. When a case is escalated this user is listed in the case history history 4. When a case is created via Web–To–Case Web–To–Case this user is listed in the case history 5. When a case is created via Email–To–Case Email–To–Case this user is assigned assigned as the case owner
49. Which solution solution can be be used to improve call call deflection? 1. Knowledge base 2. Community forum 3. Assignment rules 4. Web chat 5. Case routing
50. Which statement statement is true regarding the salesforce CTI CTI adapter? Choose Choose 3 answers 1. It acts as an intermediary between between telephony telephony systems, systems, the salesforce Call
2. 3. 4. 5.
Center application, and Salesforce user interface It is a server–based server–based software software program that controls the appearance appearance and and behavior of a Salesforce Softphone It is based on the Salesforce Salesforce CTI Toolkit and consists of source code, code, libraries, and filed Prebuilt CTI adapters for different telephony systems are are available on the Force.com AppExchange It does NOT require a software install install for each each call center user user on a Windows–based PC.
51. Which Statement Statement is true regarding Salesforce Chatter Answers Answers Choose 3 answers 1. Answers can be exposed exposed to partner partner portal portal users users 2. External users can subscribe to Answers 3. Escalate a question to a case 4. Knowledge articles can be created from Answers Answers
52. Which statements statements are true regarding regarding a prebuilt Salesforce Salesforce computer telephony telephony integration (CTI) adapter for different telephony systems? (Choose 2) 1. It is a server based based software program that controls the behavior of a Salesforce Softphone 2. It is an intermediary between between a telephony telephony system system and a Salesforce CRM CRM call center user 3. It utilizes the Softphone Softphone capability capability from within the Salesforce application 4. It allows voicemails voicemails to be be captured and stored as attachments attachments on cases cases
53. Which step should a consultant consultant take to import articles into Salesforce Knowledge? (Choose 2) 1. Map articles with HTML sections to rich text area fields 2. Use change sets to import import data categories 3. Create a separate .csv for each article type 4. Use the data data loader loader to import import unstructured unstructured articles articles
54. Which support support channel requires the smallest amount amount of agent work time? 1. Web to case 2. Email to case 3. Web self-service self-se rvice 4. Chat
55. Which system would a contact contact center integrate with in order to provide provide field service agents with information needed to provide service at customer sites?
1. 2. 3. 4.
Telephony Order Fulfillment Enterprise Resource Planning (ERP) Marketing
56. Which task should be included included in a business business continuity plan plan for a contact center? (There are three correct answers.) 1. Route cases cases to agents agents in an alternate alternate center center.. 2. Disable the Interactive Interac tive Voice Response (IVR) system. 3. Deliver training on case handling for contingent contingent staff. 4. Update the case status field values. 5. Monitor service level agreements (SLAs) and and notify customers. customers.
57. Universal Containers Containers plans to deploy deploy Salesforce Console Console for Service to its support team. Which step should be considered in deployment? (There are three correct answers.) 1. Customize highlights panels for all objects. 2. Set up interaction logs logs and assign them to user profiles. profiles. 3. Assign users the Service Cloud User feature license. 4. Set up users and and assign assign them them to a queue. queue. 5. Customize case list views.
58. Universal Containers Containers needs to closely closely manage the publishing life cycle cycle for articles in Knowledge. Article managers will be be granted different different publishing capabilities, capabilities, from article creation through archiving published articles. How should the permissions for article managers be set up? 1. Create public public groups with article managers and assign assign each group to specific article actions. 2. Create publication publication teams with article managers and assign assign each team to specific article actions. 3. Create public public groups with article managers and assign assign each group to specific publication states. 4. Create publication publication teams with article managers and assign assign each team to specific publication states.
59. A support agent has a detailed detailed question about product product functionality. functionality. The agent needs to access access in real-time response response from internal internal subject matter experts. experts. Which feature will help the support agent send this question to the right group of people? 1. Mass email. 2. Chatter groups. 3. Public groups.
4. Escalation rule.
60. Which native Service Cloud solution solution is used for case satisfaction surveys? 1. Enable the case case survey survey option option on the case case object. object. 2. Enable the case survey auto-response rule. 3. Check the survey option in the case settings. 4. Create a Web-to-case eb-to-c ase form with a custom case type of survey.