Salesforce service cloud - Study guides, Class notes & Summaries

Define Solution A solution is a detailed description of a customer issue and the resolution of that issue. Salesforce Knowledge capabilities Write, edit, publish, and archive articles Attach articles to open or closed cases Use the Articles related list to track which article was attached to a case. Share articles as PDFs or Links Rate articles and provide feedback on an article's chatter feed Brainpower Read More 0:00 / 0:00 Administrators can configure article types...

Define Solution correct answersA solution is a detailed description of a customer issue and the resolution of that issue. Salesforce Knowledge capabilities correct answersWrite, edit, publish, and archive articles Attach articles to open or closed cases Use the Articles related list to track which article was attached to a case. Share articles as PDFs or Links Rate articles and provide feedback on an article's chatter feed Administrators can configure article types and data categories...

Salesforce Service Cloud Exam Questions And Answers (Verified And Updated) Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. What should the Consultant recommend to gather information on Knowledge article usefulness? A. Contact Salesforce to send a report on article efficacy. B. Send out a monthly survey to customers requesting feedback. C. Install Knowledge Base Dashboards and Reports AppEx...

Salesforce Service Cloud Consultant Exam Questions With 100% Correct Answers Support Processes - answerDetail the values for the Status field on Cases Case Queues - answerLocations Where Cases can be routed to await agent processing. Can be created for: Product Categories Customer Types Service Levels Assignment Rules - answerAutomatically route cases to the appropriate user or queue and automatically add predefined case teams to the case. Workflow Rules - answercan be configured to au...

Support Processes correct answersDetail the values for the Status field on Cases Case Queues correct answersLocations Where Cases can be routed to await agent processing. Can be created for: Product Categories Customer Types Service Levels Assignment Rules correct answersAutomatically route cases to the appropriate user or queue and automatically add predefined case teams to the case. Workflow Rules correct answerscan be configured to automate tasks, email alerts, field updates, a...

To setup entitlement process, what must you do A: Set up Service Contracts with Contract Line Items B: Specify actions that you'll add to you entitlement process C: setup milestones that you will add to the entitlement process D: Delete all pending actions in the entitlement process queue correct answersC: setup milestones that you will add to the entitlement process To create an entitlement process, you must complete the following correct answers1: Name | Setup Customize | Entitlement M...

Salesforce Service Cloud Exam bank questions and answers

Salesforce Service Cloud Certification Exam Questions and Answers 100% Pass Define Solution - answerA solution is a detailed description of a customer issue and the resolution of that issue. Salesforce Knowledge capabilities - answerWrite, edit, publish, and archive articles Attach articles to open or closed cases Use the Articles related list to track which article was attached to a case. Share articles as PDFs or Links Rate articles and provide feedback on an article's chatter feed ...

Salesforce Service Cloud Consultant Exam Questions With 100% Correct Answers Support Processes - answerDetail the values for the Status field on Cases Case Queues - answerLocations Where Cases can be routed to await agent processing. Can be created for: Product Categories Customer Types Service Levels Assignment Rules - answerAutomatically route cases to the appropriate user or queue and automatically add predefined case teams to the case. Workflow Rules - answercan be configured to au...

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