Service Cloud Certification Prep
What are the 4 possible email privacy settings that a customer can be tagged with?
(1) 'Don't Market' (2) 'Don't Track' (3) 'Forget this Individual' (4) 'Don't Process'
What 4 objects can you run bulk Macros on?
(1) Account (2) Contact (3) Lead (4) Case
What 6 object types support Skinny Tables?
(1) Account (2) Contact (3) Opportunity (4) Lead (5) Case (6) Any custom objects
What 5 objects can Entitlements be associated with?
(1) Accounts (2) Contacts (3) Service Contracts (4) Contract Line Items
What are the 2 non-API ways of creating RecordActions?
(1) Actions & Recommendations deployment (2) Process Builder
Where can chats be transferred to?
(1) Agents (2) Queues (i.e. button) (3) Skills
What are the 3 visibility options for Category Groups?
(1) All Categories (2) None (3) Custom
What two tools can be used for designing certain Service Cloud elements that are not offered by out-of-the-box functionality?
(1) Apex (2) Visualforce
What are the 4 key activities of the Service Cloud Build phase of implementation?
(1) Application configuration and code development in sandbox (2) Alpha and beta reviews (3) Data migration build and review (4) Training material development
What are 4 steps to reduce the number of records to process? (and therefore improve performance)
(1) Archive data regularly (2) Use selective queries (3) Keep recycle bin empty (4) Use bulk API to hard delete large number of records
What are the 2 types of auto-complete Knowledge offers to improve search?
(1) Auto-complete for title searches (this works for questions as well) (2) Auto-complete for keyword searches
What are the 4 stages of setup for Service Cloud?
(1) Automate case management (2) Add multiple channels (3) Capture knowledge (4) Expand efficiencies with AI
What are the 2 possible settings for WHEN the record-triggered flow can run?
(1) Before the record is saved (2) After the record is saved
What are the 4 implementation approaches for Service Cloud?
(1) Big Bang (2) Parallel Run (3) Phased (4) Pilot Group
What are the 3 possible actions that can be specified with Over Email Rate Limit Action?
(1) Bounced (2) Discarded (3) Re-queued
What 3 components MUST be in an Import Article Tool zip file for import?
(1) CSV file (.csv) (2) Property file (.txt) (3) HTML/Images file (.html)
What are the 4 steps to building KCS into the knowledge cycle?
(1) Capture (2) Structure (3) Reuse (4) Improve
What are the 4 ways to assign cases?
(1) Case assignment rules (2) Case queues (3) Mass update ownership (4) Omni-channel routing
What two objects can Milestones be added to?
(1) Cases (2) Work Orders
What are the 3 places you can go to manually create a Case?
(1) Cases tab (2) Cases related list (3) Record detail pages (if org settings allow)
What are 4 steps to prevent Service Cloud scope creep?
(1) Change control process (2) Prioritize requirements (3) Verify the scope (4) Written contract
The Embedded Service SDK gives you easy access to which 3 Service Cloud features?
(1) Chat (2) Knowledge (3) Cases
What 3 service channels can utilize Queue-based routing?
(1) Chat (2) Messaging (3) Phone
What are 4 support channels that could be made available in a community?
(1) Chat (2) Web-to-Case (3) Posts in forums (4) Knowledge base
What 2 things are required for a user to be able to use Chat?
(1) Chat User feature license (2) API Enabled permission on their profile
What are the 3 possible Milestone statuses?
(1) Compliant (2) Open violation (3) Closed violation
What are the 3 criteria for executing actions in Process Builder?
(1) Conditions are met (2) Formula evaluates to true (3) No criteria - just execute the actions!
What are the 3 metrics that contribute to increased revenue generation at a sales contact center?
(1) Conversion rate (2) Cross sell rate (3) Up sell rate
What are the steps to creating an Entitlement so that you can create a case from the Entitlement?
(1) Create Milestone(s) (2) Create an Entitlement Process (3) Add Milestone(s) to the Entitlement Process (4) Add workflow actions to the Milestones (5) Apply the Entitlement Process to the Customer's Entitlement
What are the 3 prebuild out-of-the-box flows?
(1) Create a case (2) Reset password (3) Verify identity
What 2 action types is a mass quick action available on?
(1) Create a record (2) Update a record
What are the 5 steps to setting up a Community using the guided flow?
(1) Create domain (2) Name community and give it a path (3) Add branding images (4) Select data categories (5) Create a Web-to-Case contact form
What are the 5 steps to setting up a Help Center using the guided flow?
(1) Create the domain (2) Name the Help Center and give a path (3) Create or select topics (4) Select article authors (5) Create a Web-to-Case contact form
What are the 5 phases of Case Management?
(1) Creation (2) Assignment (3) Escalation (4) Resolution (5) Closure
What are the 4 major stages of the article life cycle?
(1) Creation (2) Publishing (3) Consumption (4) Feedback
What are the 3 types of contact centers?
(1) Customer Service (2) Marketing & Sales (3) Internal
Which 2 contact center types have the highest turnover rate?
(1) Customer Service (2) Telesales
What are 4 ways to optimize performance in data management?
(1) Data archiving (2) Data reduction (3) Data tiering (4) External storage
What 3 things can you do with data sharing to optimize performance of systems with large data volumes?
(1) Defer sharing calculations (2) Optimize record ownership (3) Optimize roles and territories
What are the 6 steps in the Service Cloud implementation process?
(1) Discover (2) Analyze (3) Design (4) Build (5) Validate (6) Deploy
What are the 3 stages to an article update?
(1) Draft (2) Published (3) Archived
What are the 2 types of contact center product licenses?
(1) Edition (2) Add-ons
What are 5 ways to improve report performance through report design?
(1) Efficient report filters (2) Efficient report formulas (3) Column removal (4) Bucket removal (5) Reducing joins
What happens when Web-to-Case submissions exceed the daily limit?
(1) Email is send with case details to the default case owner (2) Cases are added to a pending request queue and submitted once a new 24-hour period begins
What are the 6 steps to configuring On-Demand Email-to-Case?
(1) Enable On-Demand Email-to-Case (2) Configure settings (3) Test the email routing address (4) Add the support email address (5) Add Email related list to Case page layout (6) Create email templates as needed
What 5 things can you do to optimize list views performance?
(1) Enable separate loading of related lists so detail pages load faster (2) Add indexes on fields used as list view filter criteria (3) Reduce number of fields displayed - particularly formula fields (4) Use And/equal operators over Or/contains operators where possible (5) Use relative date values in filters for smaller date ranges
What are the 3 types of Entitlement Models?
(1) Entitlements only (2) Entitlements + Service Contracts (3) Entitlements + Service Contracts + Contract Line Items
What are the two ways of viewing external data within Salesforce?
(1) External website (2) Salesforce Connect
What 4 social channels does Social Customer Service support?
(1) Facebook (2) Twitter (3) YouTube (4) Instagram
What are the 4 primary benefits of implementing KCS (Knowledge Centered Service)?
(1) Faster resolution (2) Increased customer satisfaction (3) Lower support cost (4) Reduced training time
What 3 article elements can be customized for each record type and user profile?
(1) Fields (2) Actions (3) Related lists
Actions & Recommendations deployments are dependent on having what configured ahead of time?
(1) Flows and quick actions (2) Recommendations
What are the 5 ways to CREATE a new article?
(1) Global quick action (2) Knowledge tab (3) Knowledge component (4) Lookup to Knowledge (5) Import articles tool
What are the top 5 contact center business challenges?
(1) High employee turnover (2) Achieving high customer satisfaction (3) Increasing revenue (4) Accurately forecasting and planning (5) Managing costs
What are the 4 search features you can choose to enable under Knowledge Settings?
(1) Highlight relevant article text within search results (2) Auto-complete keyword search (3) Auto-complete title search (4) Suggest related articles on cases
What are the 3 logical expressions that can be used in a Macro?
(1) IF (2) ELSE IF (3) ELSE (optional for situations where IF and IF ELSE conditions are both unmet)
What are the 6 steps to configuring Email-to-Case?
(1) Install the Email-to-Case agent behind the network firewall (2) Enable and configure Email-to-Case (3) Test the email routing address (4) Add the support email address(es) (5) Add Email related list to Case page layout (6) Create email templates as needed
What 3 objects can you link a knowledge article to?
(1) Leads (2) Cases (3) Custom objects
Ownership of case records can be mass updated in what 2 ways?
(1) List view (2) Data Loader
What 2 user permissions are required to set up Service Contracts and Contract Line Items?
(1) Manage Entitlements (2) Customize Application
What are the 6 ways you can create a case?
(1) Manually (2) Web-to-Case (3) Email-to-Case (4) Community (5) Chat (6) Social Customer Service
What are 4 feature licenses that are commonly assigned to contact center users that are NOT included in the Standard User license?
(1) Marketing user (2) Knowledge user (3) Salesforce CRM Content user (4) Service Cloud user
What 2 items should always be added to the service console after setting up SOS?
(1) Omni-Channel (2) SOS widgets
What are the options for scheduling a Flow to run?
(1) One time (2) Daily (3) Weekly
In Process Builder, what are the 2 types of record changes that can be selected?
(1) Only when a record is created (2) Anytime a record is created or edited
What are the two failure response settings for on-demand Email-to-Case?
(1) Over Email Rate Limit Action (2) Unauthorized Sender Action
What are the 9 Service Cloud Interaction Channels?
(1) Phone (2) Chat (3) Email (4) Communities (5) Social Media (6) Mobile Messaging (7) Web Form (8) Help Center (9) SOS/Video Chat
What are the 2 highest cost Service Cloud Interaction Channels?
(1) Phone (2) Email
What are the 6 steps in migrating from Classic Knowledge to Lightning Knowledge?
(1) Planning (2) Testing (3) Actual Migration (4) Validation (5) Acceptance (6) Verification
What are the 3 types of contact center setting licenses?
(1) Platform license (2) User license (3) Permission set license
What are the 3 types of Omni-channel routing?
(1) Queue-based routing (2) Skills-based routing (3) External routing
In Lightning, what are the possible 4 permissions for the Knowledge Object?
(1) Read (2) Create (3) Edit (3) Delete
What are the 3 things that can start a Process Builder process?
(1) Record is changed (2) Another process invokes it (3) A platform event occurs
A record-triggered flow can trigger in which 4 scenarios?
(1) Record is created (2) Record is updated (3) Record is created or updated (4) Record is deleted
What are the 3 types of macros?
(1) Regular macros (2) Irreversible macros (3) Buk macros
What 3 things can be used to control Data Category Visibility?
(1) Roles (2) Profiles (3) Permission Sets
What are the 6 components of a Service Cloud Project Plan?
(1) Roles and resources (2) Change plan (3) Training plan (4) Project risks (5) Milestone plan (6) Deliverables
What 2 things does a user need in order to use SOS (Service on Salesforce) video chat channel?
(1) SOS license (2) Permission set that enables the SOS license
What are the 4 Service Cloud Lightning Editions?
(1) Salesforce essentials (2) Lightning professional (3) Lightning enterprise (4) Lightning unlimited
What 3 things should you setup prior to configuring automated Chat?
(1) Salesforce site (2) Static resource (3) Skills (chat button is always associated with a particular skill or set of skills)
What 3 things are invoked when using Process Builder to create a RecordAction?
(1) Screen flows (2) Field service mobile flows (3) Quick actions
What are the 4 steps to configuring Web-to-Case?
(1) Select fields to be included in form (2) Generate the HTML code (3) Create assignment rule(s) (4) Create auto-response email template
What 2 primary things can bulk Macros do across multiple records?
(1) Send emails (2) Update field values
What are the 3 Milestone recurrence types?
(1) Sequential (2) No recurrence (3) Independent
Where do you get each of the following solutions if you want to extend Salesforce in your Service Cloud instance? - Declarative tools -> X - Package (installed) solutions -> Y - Programmatic (code) creation -> Z
(1) Setup Menu (2) App Exchange (3) Force.com Platform
What 2 things can you use to optimize performance of systems with Tables?
(1) Skinny tables (2) Custom indexes
What 2 types of design are included in the Service Cloud Design phase?
(1) Solution design (2) Technical design
What are the 2 methods of controlling user access to Knowledge Articles - of which, the org must select an option?
(1) Standard sharing model (2) Data Categories
What are the 4 contact center user licenses?
(1) Standard user (2) Chatter user (3) Communities user (4) Lightning platform user
What are the 2 default case fields searched when finding suggested Knowledge articles?
(1) Subject (2) Description
What are the 3 Milestone action categories?
(1) Success (2) Warning (3) Violation
What are the 3 steps to getting suggested Knowledge articles to appear on a case detail page and serving up the most relevant options?
(1) Support Settings > Enable suggested articles under (2) Page Layout > Layout Properties > Check "Show in Console" by Knowledge Sidebar (3) Knowledge Settings > Enable Suggest Related Articles on Cases
What are the 2 capacity models that can be enabled in Service Cloud?
(1) Tab-based (2) Status-based
What are the 3 mandatory items every Process Builder process must have?
(1) Trigger (2) Criteria Node (3) Action
Who can Macros be shared with?
(1) Users (2) Public Groups
Where can you create dynamic custom web pages to let customers create cases on Sites?
(1) Visualforce (2) Force.com
What are the 2 Service Cloud implementation methodologies to choose from?
(1) Waterfall (2) Agile
What are 2 primary standard objects that are accessible in Setup once Field Service is enabled?
(1) Work Order (2) Service Appointment
An Entitlement Process can have up to X Milestones.
10
For sharing computations and performance purposes, it is recommended that no user own more than X records.
10,000
Up to how many synonym groups can you have in an org?
10,000
On-Demand Email-to-Case supports creation of X PER user license per day.
1000
Up to how many Promoted Search Terms can 1 org have?
2,000
Up to X cases a day can be created by Email-to-Case.
2,500
On-demand Email-to-Case cannot have email attachments larger than XMB.
25
As a best practice, the number of related lists should be kept to X or fewer.
3
Up to X cases can be merged with the Case Merge feature, consolidating into one master case record.
3
Quick Text messages can include up to X characters.
4,000
Case Path can have up to X fields per stage.
5
Up to how many Category Groups can an org have? Up to how many of those can be ACTIVE at one time? Up to how many Data Categories can be in each Category Group? Up to how many levels of Data Category hierarchy can you have?
5, 3, 100, 5
Data Loader can process up to X records.
5,000
What is the max number of Web-to-Case cases per day?
5,000
In Service Cloud, there can only be X rules per object which applies to any combination of active workflow, assignment, auto-response, and escalation rules, as well as processes.
50
Data Import Wizard can import up to X records.
50,000
SMS messages exceeding X characters will not be sent.
840
What can be used to update a case with the appropriate entitlement based on the associated account or contact?
A flow
What contact center metric refers to the percentage of callers or chats that disconnect before they are connected to an agent?
Abandonment Rate
What Lightning component can be used to walk agents through a business process by displaying the associated RecordActions?
Actions & Recommendations
What do you have to do to make cases visible in a community?
Add the Cases tab
What must be added and where to display the respective Entitlement related to a case?
Add the standard Entitlement Name lookup field to the Case Page Layout
In skills-based routing, what skills are dropped after the specified timeout and still no agent with the required skill is available to accept the work?
Additional Skills
What Omni-Channel Supervisor tab allows supervisors to see their agent's current status, channels, assigned work, capacity, when they've last logged in and accepted work?
Agents Tab
What are the 5 possible channels to add a Knowledge article into?
All Channels Internal App Customer Partner Public Knowledge Base
What is required to automate the association of an Entitlement to a case? Otherwise, would be manually associated by agent.
Apex code
Where can you go to download the Lightning Knowledge Dashboard to access custom report types for Knowledge?
App Exchange
What articles are removed from publication but can be edited with the appropriate permissions?
Archived Articles
What is a product purchased by a customer that can be related to the account or contact of a case?
Asset
What tab in Omni-Channel Supervisor shows work items that are making their way through the queues and into the agents' consoles?
Assigned Work
What can automatically assign incoming cases to specific agents so that the right people work on the right cases?
Assignment Rules
What Flow Builder element can be used to set values in variables, collection variables, record variables, record collection variables, and global variables?
Assignment element
What can automatically send personalized email responses to customers based on each case's details?
Auto-Response Rules
What provides the workforce planner with information about the typical daily and weekly distribution of incoming calls?
Automatic Call Distributor (ACD)
What is the order in which the article appeared in search results when results are sorted by relevance and when readers clicked it from the list of results?
Average Click Rank
What contact center metric refers to the average duration of a transaction with a customer. It is measured from the initiation of the call and includes talk time, hold time, and time spent on related tasks?
Average Handle Time
What KPI is the total average duration of a single interaction, including hold time, talk time, follow-up, troubleshooting, and other related tasks?
Average Handle Time (AHT)
What contact center metric refers to the time waiting for an agent?
Average Wait Time
What is the average amount of time callers wait in call queues before an agent responds?
Average speed of answer (ASA)
What is the best Service Cloud implementation approach for a small organization?
Big Bang Implementation (moving all users to new system at once)
By default, what level of permission do users have to an Asset object?
CRED (create, read, edit, delete)
What contact center metric refers to the percentage of customers that are satisfied with their support experience, based on survey results?
CSAT
Which component of an Import Article Tool zip file would article translations be included?
CSV file
Click to dial, automated call logging, and screen pop are key features of what?
CTI (Computer Telephony Integration)
What boosts phone productivity by integrating Salesforce with third-party computer-telephony integration (CTI) systems? You can see Salesforce data for incoming calls, make outgoing calls directly from the console, and report on call outcome, duration, and more.
Call Center & Open CTI
What is used to support the integration between Salesforce and multiple CTI systems? The file contains fields and values to build a call center.
Call Center Definition File
What is the percentage of calls that were connected to the automatic call distributor (ACD) but disconnected by the caller before an agent could take the call?
Call abandon rate
An increase in [Blank] rate will indicate a risk in customer satisfaction.
Call abandonment
What can be set up to associate multiple contacts to a case?
Case Contact Roles
What KPI is the number of cases created per interaction channel?
Case Distribution
Where can an agent view attachments on social posts from Facebook and Twitter?
Case Feed
What can be mapped to data categories in order filter articles that are assigned to those categories?
Case Fields
What can be added as a component to a Lightning Experience case detail page to set up a workflow for agents? Guidance for Success and Key Fields can be added to each stage.
Case Path
What can be created to allow a group of users to work together on a case in order to resolve it? For instance, it can include support agents, support manager, and product manager.
Case Team
What can be used to organize data categories by Products, Companies, or Regions?
Category Group
What lets you engage with customers browsing the web with real-time, live chat? Quickly embed unobtrusive chat capabilities on company websites for both desktop and mobile browsers to let customers chat with agents and deflect cases before they get logged.
Chat & Embedded Service
What can be used to define the Chat functionality that is available to agents and supervisors while they chat with customers?
Chat Agent Configurations
What allows multiple agents to be in a chat with a customer to solve a concern?
Chat Conferencing
What can be integrated with Chat to help with high-volume and repetitive queries?
Chatbots
Are star ratings used on articles in Classic, Lightning, or both?
Classic
What is used to install iOS SDK?
CocaoPods and embedding the framework files manually
Where can Admins and community managers monitor the health of their community and its members and administer the community from?
Community Workspace page
What tool connects the phone system with Salesforce to enable measuring and monitoring of KPI's like AHT, first time call resolution, and dropped-call rate?
Computer Telephony Integration (CTI)
In Flow Builder, what are the paths defined between the various elements that represent the order of execution?
Connectors
What is a tab-based workspace that can perform faster for certain user flows, particularly in multitasking?
Console Navigation
What is a factor that has a major impact on the performance of the department? It denotes processes or measures that can be utilized in order to achieve business objectives.
Contact Center Business Driver
What can be used to connect Flows to an external database?
Core Actions or Apex Actions
What contact center metric refers to the total cost to run the call center / number of calls?
Cost per call
What omni-channel supervisor feature indicates when the conversation turns "red" and allows the supervisor to see what agents and customers are typing?
Critical Wait Alert Time
What contact center metric refers to the total revenue generated selling to customers during an interaction?
Cross-sell/Upsell
Which can be used with person accounts - Partner Community or Customer Community?
Customer Community
What KPI is the measure of the amount of effort spent by customers when they interact with support reps?
Customer Effort Score (CES)
What type of contact center is most focused on the following business drivers? - First contact resolution - Average speed of answer
Customer Service Contact Center
What does Salesforce use to automatically associate a web-generated case to a related contact and account?
Customer's Email Address
In a Community, Knowledge Topics are mapped to [Blank].
Data Categories
What is the process of selecting subsets of data from the production org to retain in an external, long-term storage and improve performance of "active" data?
Data archiving
What strategy proposes that records can be stored across a number of objects and only accessed when required? Inactive data is segregated into archive objects.
Data-tiering strategy
What Flow Builder element performs the function of an if-then statement by evaluating a set of conditions and routing users based on the outcomes of those conditions?
Decision element
If there are no active assignment rules, who are incoming Web-to-Case cases assigned to?
Default Case Owner
What refers to a decision that results in losing one aspect or property of a solution design while gaining another?
Design Trade-off
What type of Omni-channel routing sends Customers to agents while respecting agent capacity and putting Customer in fallback queue or skill if the agent is no longer available?
Direct-to-Agent Routing
In what Service Cloud implementation step is the project plan created?
Discover
What are a means of partitioning data of large deployments to reduce the number of records returned by queries and reports?
Divisions
What is the only status of article that can be mass transferred to a new owner?
Draft
What drives agent productivity across the contact center through intelligent case routing, automatic triaging, and case field prediction?
Einstein Agent
What automatically resolves top customer issues, collects qualified customer information, and seamlessly hands off the customers to agents, meaning increased case deflection in the contact center and reduced handle times for agents?
Einstein Bots
What serves up real-time analysis of drivers that impact KPIs, like churn or CSAT and suggested recommendations and explanations, helping managers be more empowered to make more strategic decisions for their business?
Einstein Discovery
What allows developers to use pretrained models to classify text by the sentiment as either positive, neutral, or negative, and then be able to classify the underlying intent in a body of text?
Einstein Language
What automates image classification to resolve issues faster on-site?
Einstein Vision for Field Service
In Flow Builder, what are the building blocks for defining the various actions that need to be taken at each step?
Elements
What can be created and assigned to user profiles to allow users to perform quick actions like creating case records?
Email Application Publisher Layouts
What can you set up on high-risk cases in order to quality check the email response before sending it to the case contact?
Email Draft Approval
What are the 2 ways a feedback survey can be delivered to a customer?
Email or SMS
What's the difference between Email-to-Case and On-Demand Email-to-Case?
Email-to-Case creates cases from emails processed within the company's firewall vs. being processed by Salesforce
What allows you to define, enforce, and track service agreements and service contracts as part of an overall support management process?
Entitlement Management
Which Entitlement Model is used when the entitlement is purchased separately of the product and is renewable?
Entitlements + Service Contracts
Which Entitlement Model is used for customer support as well as for managing service contracts and can include specific types of support products within Contract line items?
Entitlements + Service Contracts + Contract Line Items
Which Entitlement Model does this describe? - No contract - No renewal - Bundled with products as part of warranties - Short term and managed independently of one another
Entitlements Only
What includes milestones that support agents must complete in order to resolve cases?
Entitlements Process
What can automatically escalate cases to the right people when the cases aren't solved by a certain time?
Escalation Rules
Where can you manage Help Center branding and topics?
Experience Build and Experience Workspaces
What tool is used to customize and enhance a Community?
Experience Builder
Articles can be archived manually or automatically using [Blank].
Expiration Date
Indexes are created on [Blank] fields.
External ID
What type of routing allows agents to receive work items from any external source?
External Routing
What record type is automatically created when a Help Center is setup?
FAQ Knowledge Record Type on the Knowledge Object
T/F | A Web-to-Case web form can only utilize standard fields.
False
T/F | Every Entitlement MUST have an assigned Entitlement Process.
False
T/F | Files and images can be sent to customer via SMS using a toll-free number.
False
T/F | In a status-based capacity model, When the agent closes a work item tab or logs out of Omni-channel, Omni-channel considers that work as closed.
False
T/F | The CRUD permissions for each article migrate from Classic to Lightning using the Lightning Knowledge Migration tool.
False
T/F | When using Lightning Knowledge Migration Tool, required field flags, and default values for picklists and checkboxes. and formula fields are also migrated.
False
T/F | In Classic, multiple article types can be imported at a time using the Import Articles Tool.
False (only one article type at a time)
What can be set up to manage service crews that provide on-site service to customers?
Field Service
What supports onsite visits out in the field with mobile solutions like job schedules, van inventory, and more—with or without web connections?
Field Service
What contact center metric refers to the percentage of calls solved with one interaction with an agent, without requiring a call transfer, escalation or responding to the customer at a later time?
First Call Resolution (FCR)
What KPI is the percentage of cases resolved within the customer's first call or interaction?
First Contact Resolution (FCR)
What KPI is the time taken by a support rep to respond to a case after its submission?
First Response Time (FRT)
What Service Cloud automation tool can only make field updates on the new or updated record that launched that flow?
Flow
What is a native application that can automate a business process by collecting data and performing tasks in the Salesforce org or an external system - including acting on one record or processing multiple records using a loop construct?
Flow
Which automation tool can be used to DELETE records?
Flow
Which automation tool can access TOTHER objects' records and perform actions based on records being created or updated?
Flow (Process Builder can only update related records to the record starting the process)
What is a point-and-click tool for building flows?
Flow Builder
What Service Cloud automation tool guides users through a collection of screens and/or execute complex business processes?
Flows
What type of sandbox should be used for Lightning Knowledge Migration?
Full Sandbox
What Flow Builder element can find records that meet the specified filter conditions and store values from the records in variables?
Get Records
How do you allow certain articles to be visible to the general public?
Give "Guest User" Profile access to Lightning Knowledge
What is the only supported mapping application for the Field Service mobile app?
Google Maps
What is used to install Android SDK?
Gradle
A [Blank] profile is created for everyone that visits the help center. This profile has view permission on data categories and record types and the permission to log cases using the web form.
Guest User
What tool can be used to import existing external articles into Salesforce Knowledge?
Import Articles Tool
Search engines look for suggested articles for a case based on keywords located where?
In Case Title and Subject
What tool in Lightning Scheduler can be set up to allow customers to create their own appointments?
Inbound Scheduling
[Blank] field means that its values are stored in a more efficient data structure. This can occupy more space but it can improve the performance when used in a query.
Indexed
What action can an chat agent use to share a Knowledge article with a customer?
Insert Article URL into Conversation
What provides a menu system to interact with callers to gather information, automate customer support by processing requests or transactions, and routing the calls to the appropriate department?
Interactive Voice Response (IVR)
A [Blank] contact center receives support requests and inquiries from employees of the company. It may provide troubleshooting assistance and information services to the employees. It can be staffed by internal employees or outsourced by function.
Internal
What happens if a case submitted via Web-to-Case fails validation rules?
It is NOT created and owner is not notified
What is a type of measure that is used to evaluate, track, and predict the performance of an organization against its business objectives?
KPI (Key Performance Indicator)
What allows you to find, share, and store articles or answers related to cases to speed up service. Or, let customers find answers on their own from your self-service help centers or portals?
Knowledge Base
What is a way of utilizing content to resolve issues in order to reduce operating costs, improve case resolution, reduce training time, and increase customer and employee satisfaction?
Knowledge Centered Service (KCS)
Where do you go to attach an article to a case email?
Knowledge One Sidebar
What Primary Object should you select to build a report that monitors the performance of your knowledge article content in search results?
Knowledge Search Activity
What are these systems of? - Report timeouts - Slow searches - Slow list views - Slow detail page load
Lack of performance optimization
What expanded search logic in Knowledge identifies and returns variants of a searched term?
Lemmatization
Which 2 Service Cloud edition licenses are recommended for companies that require more complex case management capabilities?
Lightning Enterprise or Lightning Unlimited
What allows the use of the Actions & Recommendations component to show support users a step-by-step guide on a record page?
Lightning Flow for Service
What tool can be used to move articles within a Salesforce.org from Classic to Lightning?
Lightning Knowledge Migration Tool
What is the relationship between Entitlements and Cases?
Lookup
What is the relationship between case object and asset object?
Lookup
What type of relationship does the Work Order object have to Case object?
Lookup
What are the time-dependent steps attached to an entitlement process to make sure that cases are resolved in a timely manner?
MIlestones
What helps support agents automatically complete repetitive tasks on cases, such as selecting the right email templates, so that they can spend time doing more important things?
Macros
Article Managers can edit, assign, and publish articles if they have the [Blank] user permission.
Manage Articles
What Flow Builder tab can be used to create new resources, such as variables, and view a list of elements and resources that have been added to the flow?
Manager Tab
What can be used in Lightning Experience to perform mass updates for up to 100 case records in a list view?
Mass Quick Actions
What allows reps to engage with customers using messaging apps like SMS text and Facebook Messenger, so that they can connect with support agents instantly from anywhere? Help agents manage multiple text conversations at once and see each text alongside relevant Salesforce data.
Messaging
A [Blank] is a value calculated by combining one or more measures that are essential to the business
Metric
What can be added to the case record page to track milestone progress?
Milestone Component
When you add Cases related list to the Entitlements page layout, what can update fields on the related case record?
Milestone actions
What is the percentage of customers who would recommend the company's products or services to friends or coworkers and family based on support experience?
Net Promoter Score (NPS)
An agent can see incoming work items in the [X] tab and work items they've accepted in the [Y] tab.
New, My Work
Are attachments possible with Web-to-Case submissions?
No
Can Open CTI be used on Salesforce Mobile App?
No
Can Process Builder be used to DELETE records?
No
Can a Customer Service Community provide customers access to status of orders?
No
Can agents CREATE cases using Salesforce Mobile App?
No
Can users change the owner of a work order in the Field Service Mobile App?
No
Can Process Builder be used for outbound messaging?
Not without code
Where do you go to setup up an object-specific quick action?
Object Manager > Object > Buttons, Links, and Actions
What contact center metric refers to the the amount of time agents are on live calls while completing work associated with the calls?
Occupancy rate
What manages support agents' priorities and their capacity to take on work items so that they're given only the number of assignments that they can handle? Route all assignments to the correct agents so that they no longer have to choose work assignments manually from a queue.
Omni-Channel
What can be used to monitor agent workloads and backlogs and to tell if an agent has been accepting cases lately?
Omni-Channel Supervisor
Which Service Console feature includes the following tabs? - Agents - Queues backlog - Assigned work - Skills backlog
Omni-Channel Supervisor
What can be used to specify how incoming work items will be assigned to agents?
Omni-channel routing
What does SOS/Video Chat integrate with so that the work item is routed to the most available and skilled agents?
Omni-channel routing
What allows integration of telephony system with Salesforce?
Open CTI
What automatically dials and redials a list of numbers and only connects the call to an agent after a successful connection?
Outbound dialer
Where can a user see the quick actions available to them from the Email Publisher Layout?
Outlook Integration Side Panel
What On-Demand Email-to-Case setting specifies what should be done when an email surpasses the org's email processing limit?
Over Email Rate Limit Action
What Service Cloud implementation approach has the lowest amount of risk by giving the org time to resolve any issues before the old system is no longer used?
Parallel Implementation
What field allows relationships between cases to be established?
Parent Case field
What type of testing is used to test and validate speed and response time?
Performance Testing
What Service Cloud implementation approach allows a new process to be integrated with the old system at a particular point in time until all new processes have been implemented? (therefore minimizing risk and giving users time to adapt)
Phased Implementation
What Service Cloud Interaction Channel would be best when... - there is a complex issue, problem, or inquiry - an issue needs to be resolved quickly - guided walkthrough for troubleshooting is required
Phone
What can be added to the chat window, or it can be removed and updated to take customers directly to a URL when the chat is finished?
Post-Chat button
What indicates whether an agent is available to receive incoming work items or not?
Presence Statuses
What Service Cloud automation tool executes different types of actions when a record is created or when it is created or edited?
Process Builder
Which automation tool can be used to submit a post to a Chatter group?
Process Builder
What is the best tool for automating a text message to a customer based on status change on a record?
Process Builder (workflow does NOT support texting)
Where do you go to define Category Group Visibility Settings?
Profile
What are series of events or tasks that represent important achievements in the completion of a project?
Project milestones
What are the Service Cloud project milestones?
Project plan sign-off Requirements workshop and signoff Solution design review and signoff Build reviews (may include alpha and beta reviews) Build complete User acceptance testing complete End-user training Data migration load and signoff Go live Project sign-off
What is a keyword added to an article used to prioritize the article in search results?
Promoted Search Term
What can be used to restrict Knowledge Article Actions?
Public Groups
What routing type can be used to push the most important work items to the most available agents?
Queue-based
What is used to automatically prioritize your support team's workload by creating lists from which specific agents can jump in to solve certain types of cases?
Queues
What automation tool would be used to automatically delete child case records by executing a flow from the case feed?
Quick Action
What Service Cloud automation tool performs tasks and accesses information quickly using global and object-specific actions?
Quick Actions
What allows you to create predefined messages for support agents, like greetings, answers to common questions, and short notes to insert in cases, emails, web chats, and more? It saves time by standardizing messaging to customers.
Quick Text
Users must have [Blank] Permission on the Quick Text object to be able to use it.
Read
When using Softphone, Screen pops can only display when the call center state is set to [Blank].
Ready for Calls
A Knowledge Article is categorized by X in Lightning and Y in Classic.
Record Type, Article Type
What associates a flow or quick action with a record?
RecordAction
What type of testing ensures previously developed and tested functionality still performs after deployment?
Regression Testing
In Flow Builder, what are containers for holding data values - like input obtained from the user, data queried from Salesforce, a global constant, calculated field, etc.?
Resources
Where can agents see paused flows on a current record?
Resume Paused Actions
What type of fields are NOT supported on Web-to-Case forms?
Rich Text Area fields
[Blank] can be used to import all HTML content from articles.
Rich Text Fields
When using case assignment rules, how are rule entries taken into account?
Rule entries are evaluated in the order provided until a match is found.
What can be used to connect customers with agents over one- or two-way mobile video chat? It is available in Salesforce Classic only.
SOS (Service on Salesforce)
Which of the 9 Service Cloud Interaction Channels is ONLY available in Classic?
SOS/Video Chat
What allows creating customer service and self-service communities for a more personalized support experience for customers?
Salesforce Community Cloud
What can be run to get recommendations for feature improvement, clean up customizations, reduce complexity, and drive feature adoption?
Salesforce Optimizer
Batch archiving of inactive records can be accomplished using [blank].
Scheduled Apex
What moves a work item forward in a queue over older items and resolves conflicts across queues for items with the same routing configuration priority?
Secondary Routing Priority
What can be created to help customers find answers, log cases, and update orders on their own from self-service web experiences? Customize, create, and brand help centers with easy-to-use templates, components, and apps.
Self-Service Help Center
What should be configured in Setup to block sensitive data such as social security number in messaging?
Sensitive Data Rules
What is a unified user interface for support agents that allows them to access multiple records and tools on a single screen which can help them resolve cases more efficiently?
Service Console
What can be used to represent warranties, subscriptions, service level agreements (SLAs), and other types of customer support?
Service Contracts
What tab in Omni-Channel Supervisor shows information about pending work items for skills-based routing?
Skills Backlog
What routing type can be used to route work to the agents who have the skills necessary to do the work? It also allows agents to quickly transfer work items to other agents, queues, or skills.
Skills-based
What can be used to improve performance on reports, list views and queries when tables contain millions of rows by combining fields from the table that contains standard fields and the table that contains custom fields into a new table to avoid joins?
Skinny Tables
What can be used to add service to mobile apps so that customers can get help from apps on phones and tablets? With an SDK (software development kit), developers can let customers create and manage cases, live chat with support agents, video chat and screen share with agents (Visual Remote Assistant), and view knowledge base articles on the go.
Snap-ins for Mobile & Visual Remote Assistant
What allows agents to see what a customer is typing in a chat session?
Sneak Peek
What can be used to determine how inbound social content is processed and appears to support agents?
Social Business Rules
What can be added to a Lightning page to pull information from Twitter, Facebook, Instagram, or YouTube about the customer, case context, and insight into previous interactions?
Social Conversations Component
What can you use to link social personas to Contacts?
Social Customer Service
What helps support agents listen, respond, and log cases for customers on social platforms like Twitter, Instagram, Facebook, and more. Use keywords, classifiers, and language detection to make sure that agents find the right posts and work the right issues.
Social Customer Service
Where do you go to manage linked social accounts in a single view?
Social Customer Service Setup
What allows agents to respond to Social Posts without creating a case - either from the detail page Chatter feed or from list of social posts?
Social Publisher Action
What can be used to respond to posts on the same social media channel or to create and publish content across multiple social media channels?
Social Studio
What allows agents to respond to social media posts or messages directly from Salesforce?
Social Studio Automate
What is a rule-based process automation engine that allows creation of cases and contacts based on social media mentions?
Social Studio Automate
Through [Blank] , social channels can be monitored for keywords in posts and comments from customers about the company. This will help identify possible issues and address them promptly, thus, preventing customer attrition or low customer satisfaction.
Social listening
What does SDK stand for?
Software Development Kit
What button on various objects like Person Account, Contact, Case, Lead allow an Agent to initiate an outbound message using SMS?
Start Conversation
What capacity model determines agent capacity using the status of work items assigned to the agent?
Status-based
What expanded search logic in Knowledge returns results for all terms in the group when you search for one term? (basically, identifies words or phrases that are treated equally in searches)
Synonym Groups
What type of testing is used to validate data flowing into / out of Salesforce to external systems?
System Integration Testing (SIT)
A flow that runs in [Blank] has permission to access and modify all data.
System context
What capacity model determines agent capacity using the number of open console tabs in the agent's Omni-Channel session?
Tab-based
What is a framework designed to help software development teams organize products and improve the levels of their quality and productivity?
Team Software Process (TSP)
What type of contact center requires an entitlement to be verified before support can be provided?
Technical Support
What type of contact center would typically have the highest volume of calls?
Telesales Contact Center
What happens when an orgs daily Web-to-Case limit is exceeded?
The default case owner specified in 'Support Settings' will receive an email containing the additional case information
Where do you go to create a new Macro?
The utility bar
What KPI is the total time taken by a support rep to resolve a case?
Time to Resolution
T/F | A Chatter question can become a case.
True
T/F | A case can be automatically created from an email and the subject of the case = the email subject.
True
T/F | Articles can be published immediately or scheduled to be published at a different date.
True
T/F | Both images and files can be sent via SMS, but it is not possible to send text and a file in the same message.
True
T/F | Cases can be created from live chat interaction.
True
T/F | Chat conversations associated with a case are only added as case feed items once the chat is CLOSED.
True
T/F | Chats can be turned into cases, transferred to another agent, or have additional agents added to a conference.
True
T/F | Customers can have ability to upload and transfer files during a chat.
True
T/F | Data Loader supports ALL standard and custom objects.
True
T/F | Email-to-Case can create Tasks or Cases from emails.
True
T/F | Entitlements inherit the parent account sharing settings.
True
T/F | Geocoding provides exact location of mobile workforce using the Field Service mobile app.
True
T/F | In a tab-based capacity model, When the agent closes a work item tab or logs out of Omni-channel, Omni-channel considers that work as closed.
True
T/F | Lightning Knowledge Migration Tool can be enabled in a production org by contacting Salesforce Support.
True
T/F | Multiple draft articles can be changed at once.
True
T/F | Multiple routing addresses, each with their own routing settings, can exist using Email-to-Case.
True
T/F | Process Builder can update field of any related record.
True
T/F | Salesforce Classic email templates that use Visualforce cannot be used in macros for Lightning Experience.
True
T/F | Salesforce Essentials and Lightning Professional editions only have 1 service console app.
True
T/F | Skinny tables must be enabled by contacting Salesforce Support.
True
T/F | Social media posts can be converted into cases.
True
T/F | The "Close Case" action must be added to the case page layout.
True
T/F | The capacity-model needs to be selected for each service channel (i.e. chat, messaging, web cases).
True
T/F | Web-to-Case considers required fields and validation rules automatically.
True
T/F | With mobile and messaging interaction channel, customers can contact support directly via their mobile phones, using their preferred messaging apps such as text messaging, Facebook Messenger, Whatsapp, and WeChat.
True
T/F | You can create multiple versions of an entitlement process even when it's active.
True
T/F | You can search for email messages using Global Search
True
T/F | You can set up a default flow for each service channel.
True
T/F | You can share Quick Text and Macros by sharing Folders in Lightning Experience (but not Classic).
True
T/F | You can use Queue-based and Skills-based routing simultaneously.
True
T/F | You must request from customer support if you want to create custom indexes for standard or custom fields.
True
What on-demand Email-to-Case setting specifies what happens to emails received from blocked senders?
Unauthorized Sender Action
If using the Data Category sharing method, what can users with no category visibility have access to?
Uncategorized articles
What specifies the amount of an agent's capacity which is consumed when a work item is assigned?
Units of Capacity
What article final approval action is required in order to allow publishing of the article?
Unlock the article for editing
What type of testing is used to validate the process and usability of the system , complete test scripts that validate use cases?
User Acceptance Testing (UAT)
What gives support agents quick access to productivity tools, like notes, history, softphones, and more in the footer of the console?
Utilities
What is the percentage of time agents are on calls or doing after-call work, divided by the time they are available for work?
Utilization
What implementation methodology is an extension of Waterfall in which the stages of the implementation are completed in a sequential manner - for every stage in development lifecycle, there is a related testing phase.
V Model
Where can you view a case hierarchy in Lightning?
View Case Hierarchy button
What permission is required to send surveys in Service Cloud?
View Setup and Configuration
Where can Embedded Services be used?
Website or Community
What chat feature allows supervisors to send private messages to agents and monitor their performace?
Whisper Messaging
What can be created from a related list of a case to track the tasks performed for a product?
Work Orders
What represents specific tasks performed under a work order?
Work order line items
Are validation rules ALWAYS run regardless of the data import tool being used?
Yes
Can Chat suggest knowledge articles to an agent during a Chat session?
Yes
Can Chat windows be branded with an image?
Yes
Can you migrate articles owned by inactive users from Classic to Knowledge?
Yes
Does the Service Cloud Standard User license allow read access to Knowledge?
Yes
In Lightning, can you attach a Knowledge Article file to email?
Yes
What can be enabled and added to the web form to prevent spam cases?
reCAPTCHA widget
What URL should be added in the 'Allowed Domains' field of the service console app to make sure that calls aren't blocked by the company's firewall?
salesforceliveagent.com
The orgs performance can be measured by running the Salesforce Performance Test. To run the test, the users can append [Blank] to their org's domain.
speedtest.jsp
