Exam (elaborations)
Salesforce Admin Certification: Service & Support Applications
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Salesforce Admin Certification: Service & Support Applications
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Salesforce Admin Certification: Service & SupportApplications
How are rule entries in automation rules processed? Correct
Answer In rule order that you specify
How can you prevent spam in Web-to-Case? Correct Answer
Add "Require reCAPTCHA verification"
How can you remove case information from an auto-response
email? Correct Answer Check "Hide Record Information"
How do automation rules determine what to do? Correct
Answer Through rule entries you create, which specifies the
conditions under which a rule works.
How do record types work in Lightning Knowledge? Correct
Answer Use record types for different types of info like FAQs,
procedures, etc. to control structure, sharing, workflows and
page layouts for each.
How do users pick a case from a queue? Correct Answer By
selecting those cases in the queue list view and clicking the
"Accept Case" button.
How many automation rules can be active at once? Correct
Answer Only one
How many data groups can you have? How many data
categories within each group? Correct Answer Can have max.
, 3 groups with 5 hierarchy levels. Each group can have 100
categories.
How many queues can you create? Correct Answer No limit
If a Case gets deleted, what related records are deleted as well?
Correct Answer Events, tasks, case comments, and attachments
are deleted when a case gets deleted. Accounts, contacts and
solutions are not deleted.
Lightning Knowledge vs. Salesforce Knowledge Correct
Answer Salesforce Knowledge is the legacy version- Lightning
Knowledge is new. Use the migration tool to move over.
On what objects can you run bulk macros on? Correct Answer
Accounts, Cases, Contacts, and Leads.
What 2 permissions have to be enabled so that users can allow
customers to view comments in Case Feed? Correct Answer
"Edit posts on records I own" & "Edit my own posts"
What are assignment rules for cases? Correct Answer Allows
you to auto-assign case to a user or queue
What are auto-response rules for cases? Correct Answer
Allows you to automatically send personalized email responses
or surveys to the person who submitted the case.
What are Contact Roles? Correct Answer Lets you define the
roles for contacts, so you know who to contact and when, such
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