Service and Support Applications (12%) - Admin

How many points are added to an idea when it is promoted in a community?

10 points

How can an administrator design a self-service Community using one of the template in Salesforce?

Access templates via the Community Builder

Ethan Hunt is a Salesforce Administrator. During a meeting with the support team, he received a request to delete a number of cases. What would he have communicated regarding the impact of deleting cases?

All related events, tasks, case comments, and attachments are deleted.

Which of the following are true regarding Salesforce Knowledge articles? Choose 2 answers

Articles can be rated between 1 and 5 stars Articles can be created from cases

What is true regarding auto response rules? Choose 2 answers.

Auto-response rules apply to cases and leads Different email templates can be used for different criteria

In order to improve efficiency and automate actions on cases, you are considering using bulk macros. What is a true statement regarding bulk macros? Choose 2 answers.

Bulk macros can send emails to contacts on selected records Bulk macros can update field values on multiple records

Which of the following are features of case management?

Case Escalation rules

Which of the following is NOT a function of Salesforce Ideas?

Cloning Ideas

A Salesforce Administrator has decided to introduce Salesforce Communities to his organization. What are some of the capabilities of Communities? Choose 3 answers.

Community members can participate in discussions. Community members can access the community from mobile devices Communities can be customized by defining members, tabs, branding and email settings

What types of Communities does Salesforce offer? Choose 3 answers.

Customer Partner Employee

You would like to make it easy to find knowledge articles that are relevant for products sold in North America. What feature can assist in achieving this requirement?

Data Categories

Salesforce Knowledge is being used to record organizational procedures. Finance procedures should only be available to finance users. How can this be achieved?

Data Category Visibility

Cosmic Repair Solutions uses a custom object to store information regarding the products that are repaired by the company's field technicians. The company also uses Lightning Knowledge articles. Each product has an article that contains information about it's technical specifications. How can the company's Salesforce Consultant make it easier for agents to find the article that is related to a product?

Define a lookup relationship field on the custom object to the Knowledge object.

The support agents of Cosmic Express use Lightning Knowledge to solve cases. They generally use the Knowledge component to gain access to relevant Knowledge articles. How can the company's administrator ensure that Knowledge component searches are more relevant when the agents are solving cases?

Define data categories for Knowledge articles and map them to case fields.

How can an administrator allow users to see more information with less scrolling in a feed based page layout when working with records in the Salesforce console?

Enable compact feed view in the console

Your customer requests that case email notifications sent to them when case creation fails, do not contain sensitive data related to the cases entered. How can an administrator make sure that their sensitive information is kept private?

Enable the Hide Record Information setting

How can knowledge base articles be accessed? Choose 3 answers.

From the Case Feed From a customer community From a public knowledge base site

Which of the following user license types could be used to allow community users to create and edit reports? Choose 2 answers

Partner Community Customer Community Plus

Which of these is NOT a feature of Case Management?

Phone-to-Case

A new Administrator joined Infocom Systems and found that they are using Communities. Which of the following are true about Salesforce Communities? Choose 2 answers.

Salesforce Communities replace Salesforce customer and partner portals, although existing customer and partner portals are unaffected In a Community, the administrator can use Salesforce profiles to control the tabs that community users have access to

What is true regarding Salesforce Knowledge and work orders? Choose 2 answers.

Salesforce Knowledge articles can be attached to a work order or work order line item The knowledge One widget is used to search for Knowledge articles

Tim works for a Support Center that is looking to streamline their case management. Currently all cases are routed to a single user who then manually assigns them to support reps. The support center handles all cases based on the Geography field selected on the case. Which of the following combination of configuration options could Tim suggest to help automate their Case Management? Choose 2 answers.

Setting up queues based on Geography Creating a Case Assignment rule

Which feature is not available to community users in the Customer Service Community template?

Template Customization

Which of the following are true regarding the Knowledge Sidebar? Choose 3 answers.

The knowledge Sidebar only appears if it is enabled Only articles updated in the last 30 days appear automatically Knowledge articles appear automatically based on the case subject

What is true regarding the addition of a report chart to the Service Console? Choose 3 answers

The source report of the chart must be a Summary or Matrix report The source report must contain a chart The report chart must be added to the page layout fo the object form which to display the chart

The support manager of an organization informed the Salesforce Administrator of the organization's team expansion. He will have 15 different support teams supporting different product ranges. How can the Administrator reduce the overhead of identifying and routing cases to different teams based on the product they support?

Use a Case Assignment rule and queues to automate case routing

How can support agents who use the Case feed complete repetitive tasks quickly and consistently?

Use macros in the case feed to enable more efficient case responses

Which of the following are capabilities of Salesforce Knowledge? Choose 2 answers

Users can search and view articles without a Knowledge User license. Users can provide feedback using the Chatter feed of a draft article

What situations can trigger an auto response rule? Choose 3 answers.

Web to case submission Email-to-Case Customer Portal Case submission

What is true regarding Salesforce Knowledge and Case Management? Choose 3 answers.

When a case is closed, articles can be created and added to the Knowledge base Articles attached to a case can be emailed to the customer Agents can use the 'Find Articles' button to search the Knowledge Base

Shelly is a Salesforce Admin who works for the TPI support center that uses cases to mange support issues. TPI's support manager has noticed that after a case is created, support reps are looking up the tier of the related account and setting the case resolution date accordingly. For example, if the account tier is silver, the resolution date should be set to 14 days, whereas a gold tier account should have a resolution date set to 7 days. Which of the following could Shelly recommend to save time in this process?

Workflow rules and field updates to update the resolution date based on account tier.