Industry Knowledge
Which support channel allows the use of templates for efficient and consistent communication?
In which phase would current systems and processes be understood?
Discovery Phase
Email-to-Case
Which Community feature lets customers ask questions which can be escalated to cases?
Chatter Questions
How can feedback be gathered on the usefulness of articles?
Articles can be rated by internal and external users
Which support channels offer real time interaction with a support representative?
Phone and Live Chat
Which deployment strategy focuses on implementeing all the functionality on a given date?
Big Bang Implementation
Which Email-to-Case solution can automatically create up to 2500 cases from emails per day?
Email-to-Case
What can be created from the detail page of a case to track tasks performed by a technician for a related product?
Work Order
How can articles be consumed?
Channels define the visibility of an article and include internal, community and public website
What factors influence the first call resolution rate?
Agent Training
Quality of knowledge base
Skills based routing
Which systems are used in a parallel implementation?
Old and new systems
Which Service Cloud feature allows call control options like dial, hang up, transfer and conference?
Softphone
Which feature can be used to send an automated reply to customers when a case is submitted?
What options are available to restrict data category access?
Restrict access by role, profile or permission set
What can be used to create content as a by-product of solving problems face by customers?
knowledge base
Which type of implementation can be used to roll out system location by location?
Phased Implementation
Which options are acailable for agents in Lightning Experience to respond to Social Posts?
Agents can respond to social post using the Social Publisher action, from the detail page Chatter feed, or from the list of social posts.
Which Salesforce features can be configured to route case records to support agents based on their skill sets?
Omni-Channel and Skills-Based-Routing
What are the different data category visibility options?
All categories, none and custom
What are typical contact center metrics?
Average Handle Time
First Call Resolution Rate
CSAT
Cost per call
Average Wait Time
Abandoment Rate
Which software developmemt methodology follows an incremental and iterative approach?
Agile
Which verification can be enabled to reject any spam cases generated from Web-to-Case?
reCAPTCHA Verification
Which entitlement model is used if customers purchase entitlements separately from products as subscriptions?
Entitlements with Service Contract
Which fields are used for data category mapping in Lightning Knowledge?
Case Fields