Service Cloud Certification Study Guide

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Service Cloud Certification Study Guide Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R - ✔✔ a) Customer Satisfaction b) Cost of Service c) Revenue For wh... ich KPI area is FCR (First Call Resolution) a driver? - ✔✔Customer Satisfaction For which KPI area is AHT (Average Handle Time) a driver? - ✔✔Cost of Service For which KPI area is Retention a driver? - ✔✔Revenue What are common call deflection techniques? - ✔✔a) Email b) Web c) Chat d) Social Media Channels What can you see at trust.salesforce.com? Hint: SD-OT-SI - ✔✔a) Scheduled downtimes b) Online threats c) Status of the Instance With which call center type is "Companies often try to reduce cost in this area" associated? - ✔✔Help Desk With which call center type is "High Turnover Environment" associated? - ✔✔Customer Service With which call center type is "Free or Fee Based support based on the Entitlement" associated? - ✔✔Technical Support With which call center type is "Need Automatic Routing Systems" associated? - ✔✔Field Service With which call center type is "High Volumes" associated? - ✔✔TeleSales What is the recommended order to implement? Hint: S-A-C-A-C-SCC - ✔✔Security, Accounts, Contacts, Activities, Cases, Service Cloud Console What should you ask for as Discovery Preparation? Hint: O-P-R-R-S - ✔✔a) Org Charts b) Process maps, training docs c) Report samples d) requirements doc (old or new) e) source system field lists What are the six main steps in a consulting engagement? Hint: P-A-D-B-V-D - ✔✔Plan, Analyze, Design, Build, Validate, Deploy Guidelines for Case Management Hint: 50-5-20 - ✔✔a) 50 fields b) 5 record types and page layouts c) 20 assignment rules Impact of using person accounts - ✔✔a) Contacts inherit visibility of accounts b) Two records for each customer c) Cannot be turned off once enabled d) Test in the sandbox What are the three Entitlement Management models? - ✔✔a) Entitlements only b) Entitlements + Service Contract c) Entitlements + Service Contract + Line Items On Demand email to case - ✔✔a) Email parsing requires customization b) Email attachment size < 10MB c) Limits on email-to-case volume d) Case comment email notifications are not customization Email-to-case - ✔✔a) Behind firewall b) Attachments > 10 MB c) Can have multiple emails (and should, when using email-to-case and on-demand email-to-case together). d) Requires download and install of Email-to-case agent 4 CTI features Hint: S-C-A-C - ✔✔a) Screen Pop b) Click to dial c) Automatic call logging d) Call Control Benefits of Screen Pop - ✔✔a) Provides Context b) Displays Caller's information in Salesforce c) Improves Efficiency Benefits of Click to dial - ✔✔a) Outbound calling from a phone record b) Clickable links c) Call from a list view to quickly call large numbers of Clients Benefits of Automatic Call Logging - ✔✔a) Integrated call logging with notes b) Automatic call times directly associated with various salesforce.com objects Benefits of Call Control - ✔✔a) End calls, hold, transfer, and conference from within Salesforce High Level Inbound CTI Architecture - ✔✔Customer Calls → Telephony System → CTI Adapter to SFDC → Agent Softphone High Level Outbound CTI Architecture - ✔✔SFDC Softphone → CTI Adapter → Telephone System Implications for CTI Implementation - ✔✔a) Find a compatible adapter on the Appexchange b) Install the adapter based on your vendor specifications c) Configure a call center in Salesforce CRM Call Center for your particular needs d) Assign agents to the Call Center Capabilities of Self-Service Portal - ✔✔a) Log a case b) View a case c) Search for solutions Limitations of Self-Service Portal - ✔✔a) Not available to new customers b) Can't update cases Capabilities of Customer Portal - ✔✔a) Log, view, edit, and close cases b) Self registration Are Sites Authenticated or Unauthenicated? - ✔✔Unauthenticated Channel Solutions (License Types) - ✔✔a) Authenticated Sites b) Service Cloud Portal (Use to be called High Volume Customer Portal) c) Enterprise Admin Which features are common to all four channel solutions? - ✔✔a) Custom Objects b) Ideas and Answers What is Service Cloud Portal aka? - ✔✔High Volume Portal What are the limitations of Service Cloud Portal? - ✔✔SCP users can't be added to: a) Personal groups or public groups. b) Sharing rules. c) Account teams, opportunity teams, or case teams. d) Salesforce CRM Content libraries. Which Portal has a Portal Super User access? - ✔✔Customer Portal Which Portal has a Delegated Portal User Administrator access? - ✔✔Enterprise Admin Which Portal's users have access to Documents tab and 5mb of data storage? - ✔✔Partner Portal To what can Cases be escalated? - ✔✔a) User b) Queue What is the Early Trigger? - ✔✔A mechanism to overcome the 'lateness' of escalations that age just after the 15 minute escalation cycle. What is integrated with Chatter Answers? - ✔✔Cases Answers Customer Portal Knowledge Sites Is collaboration in Chatter Answers public or private? - ✔✔It can be either How do users get access to Chatter Answers? - ✔✔They can self-register or you can assign the Chatter Answers User feature license to portal users. What can you do on the Chatter Answers 'Questions' tab? - ✔✔a) Review lists of questions b) Answer questions or add replies to questions c) Manually escalate a question to a case d) Delete questions or replies e) Select best answers for questions f) Promote helpful replies to knowledge base articles Two use cases for Visualflow in Case Management? - ✔✔a) Automate client verification b) Minimize Manual Tasks Name Visualflow elements - ✔✔a) Draft Tools b) User Interface c) Screen d) Logic e) Decision f) Assignment g) Record Create, Update, Lookup, Delete k) Subflow l) APEX Plugins Name Visualflow resources - ✔✔a) Variable - Define an updatable value b) Constant - Define a fixed value c) Formula - Calculates a value d) Text Template - Define formatted text that can be shared across your flow e) Choice - Define an individual choice option that you can reuse throughout your flow f) Dynamic Choice - Dynamically generates choices from a Salesforce Object How does Salesforce work with Facebook? - ✔✔Automatic Creation of cases from Facebook and response is posted back to Facebook. All through the Conversations Tab As an agent, how would you send a facebook private message to someone? - ✔✔Through Service Console How does Salesforce work with Twitter - ✔✔Cases are created through tweets to an @ address. Use send tweet back in Service Console to post back to the customer. All through the Conversations Tab What is the recommended order of data import? - ✔✔a) Users b) Accounts c) Contacts d) Cases How frequently can you export attachments? - ✔✔Once per week What do elements represent in Flow? - ✔✔Actions What do resources allow you to do? - ✔✔Store or manipulate data, and use it throughout the flow. Whence do you add Flow elements? - ✔✔The Palette Tab What is Step in Flow? - ✔✔Serves as a placeholder that you can use to quickly sketch out a flow What is Screen in Flow? - ✔✔Provides a user-facing screen that can be used to collect input or display output What are the two Logic elements in Flow? - ✔✔a) Decision - Uses conditions to determine where to route users next in the flow b) Assignment - Changes the value of a variable What does the Sub-flow element of Flow do? - ✔✔References another flow and calls that flow at runtime. Subflows allow you to reduce the complexity of a flow by re-using other flows What is an Apex Plug-ins in Flow? - ✔✔Represents a piece of Apex code that you can call from the flow. Apex code allows you to add complex business logic to the flow, such as converting a lead or sending an email When can you add a Resource in Flow? - ✔✔From the Resources Tab or when adding a new element. Which Flow element would you use to set or change the value of a variable? - ✔✔Assignment Which Flow element would you use to create a new record? - ✔✔Record Create Which Flow element would you use to wrap up the call? - ✔✔Screen Which Flow element would you use to determine if the customer is interested in a promotion? - ✔✔Screen Which Flow element would you use to route the flow differently based on customer's response to question? - ✔✔Decision Who can run flows? - ✔✔Users with the "Run Flows" permission What does the ? in a Flow url do? - ✔✔It allows you to pass in a variable What is the "Concatenate Operator" in Flow urls? - ✔✔& What does "&" in a Flow url do? - ✔✔It allows you to concatenate multiple arguments together What does the return URL do? - ✔✔It allows you to specify where to return the user when the flow is complete How to you indicate the return URL? - ✔✔retURL= True or False: Role Hierarchy should normally mimic the org structure. - ✔✔False True or False: Force.com allows you to bring your custom interface to any device - ✔✔True What are Divisions used for? - ✔✔Very Large Organizations (VLO) with a high volume of data, to enable segmentation of data. What results does Division-ing impact? - ✔✔a) Searches b) List Views c) Reports Which entitlement model would you use for "Sells premium customer support separately from its products"? - ✔✔Entitlements + Service Contract Which entitlement model would you use for "Provides basic web support on its products with no service contract"? - ✔✔Entitlements only Which entitlement model would you use for "Manages individual customer entitlements through a service contract"? - ✔✔Entitlements + Service Contract + Line Item What are the three steps involved in Entitlement Management? Hint: D-S-A - ✔✔a) Determine Entitlement model b) Setup entitlements c) Automate milestones and entitlement process Entitlements allows you to: Hint: D-M-V-E - ✔✔a) Define service levels for support b) Manage entitlements, service contracts c) Verify eligibility d) Enforce service levels via automated process For which KPI area is ASA (Average Speed to Answer) a driver? - ✔✔Customer Satisfaction For which KPI area is CPC (Cost per call) a driver? - ✔✔Cost of Service For which KPI area is CPA (Calls per agent) a driver? - ✔✔Cost of Service The SoftPhone is located in the sidebar and only appears if you are: - ✔✔a) Assigned to a call center b) Using a machine with CTI adapter installed [Show More]

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