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Salesforce Administrator Exam with complete solutions
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Salesforce Administrator Exam with complete solutions
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Salesforce Administrator Exam withcomplete solutions
What is a case process - Answer -A support process that defines the stages different
cases may go though
How are lifecycle stages defined - Answer -Through picklist values in the status field
How can cases be assigned different processes - Answer -Support processes with
different sets of case status values can be defined and related to a case record type
What feature can be used to allow users to collaborate when resolving a case - Answer
-Case Feed
What is a case feed - Answer -A case feed is a Chatter Feed on the case record
How will comments appear in a case feed - Answer -Comments will appear in
chronological order
What is the difference between an article and a solution - Answer -An article is meant
for internal use but can be sent to end users. Solutions are meant to be internal or
external and can be presented as part of a self-service program on the web, and/or sent
to the end user. Both can be attached to a case. A solution is a detailed description of
case details and its solution.
True or false: Case comments can be made private or public - Answer -True
How should you enable customers to comment on their own cases - Answer -Create a
community
What happens when a contact on a case adds a comment - Answer -An email alert is
sent to the case owner
What settings are found under case support settings - Answer -Customization defaults,
notification options and email templates used by all support automation features
, What function do support settings serve - Answer -They control notification preferences
to both users(case owners) and customers(case contacts)
How can you enable "Default case owner" for cases to be assigned to - Answer -The
default case owner setting is found in case settings
How would you go about assigning cases based on product - Answer -Create a Case
Assignment Rule based on the subject matter of the case (Computers, TV, etc) to
assign to subject matter experts.
How can you reduce the amount of calls received inquiring about a particular case? -
Answer -Set up an auto-response rule with an email alert action to email customers
regarding each status change
How can you ensure costomers know their case submitted through email has been
recieved - Answer -Set up an auto-response rule to email customers when an email is
received and when it is assigned to an agent
How are case escalation rules used - Answer -Case escalation rules can be time-based.
They are used to assign a case and/or notify one or more people that an amount of time
has passed and the case is still unsigned.
How would you handle several incoming cases related to billing issues and customers
wanting to verify work performed - Answer -Builld a case team that can include project
managers and technicians so that they can comment directly on the case feed or reply
to the customer themselves
How can you make it easier for support agents to share cases asking about knowledge
they do not have with subject matter experts. - Answer -Create case teams organized
by product line or similar so those in the know can answer questions to support agents
or directly to customers.
How would you handle long wait times when clients call in for service if you already
have a website. - Answer -Deploy web-to-case and direct clients and customers to use
it.
How can you reduce the amount of effort associated with cases submitted by email? -
Answer -deploy email-to-case. This will automate most of the process.
What are case assignment rules? - Answer -Case assignment rules are used to
automatically assign cases to queues or users when they are created.
How are case assignment rules triggered - Answer -Case assignment rules can be
triggered when a case is entered manually or when a case is submitted via email,
website, or community.
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