Salesforce Admin 201 - Service Cloud Applications Questions and Answers Graded A+

Salesforce Admin 201 - Service Cloud Applications Questions and Answers Graded A+ Case Management - Capabilities 1. Case management provides a single repository for all customer support interactions (Cases). 2. Solution integration enables faster case handling by seamlessly integrating case information with existing knowledge bases 3. Case escalation and workflow ensure your business process meets guaranteed service level commitments 4. Case analytics enable you to measure team and rep productivity and view all key metrics in a dashboard Case Description of a customer's feedback, problem, or question Gather customer feeback through Website or Emails Web-to-Case - Website Email-to-Case - Email Web-to-Case You can gather customer support requests directly from your website and automatically generate up to 5000 new cases a day. Email-to-Case or On-Demand Email-to-Case helps company efficiently resolve and correspond with customer inquiries via email. Automatically creates a case in Salesforce when an email is sent to company's customer support email address and auto-populates case fields from content of email message. Requires downloading the Email-to-Case agent. This allows an org to keep all email traffic within your network's firewall and accept emails larger then 10MB. On-Demand Email-to-Case uses Apex email services to convert email to cases, without requiring you to download and install an agent behind the firewall. On-Demand Email-to-Case allows you to process customer emails up to 10MB in size. More ways to create cases Customer Portal, Self-Service portal (not available for new Orgs), or Chatter Answers. Automated Support features Business Hours - set your org's support hours (done from company profile | business hours) Click Assignment Rules - create rules for automatically routing cases Click Escalation Rules - create rules for automatically escalating cases Click Support Settings - customize email templates and defaults used by automated support features Click Auto-Response Setup rules - determine which email template to send to customer when cases are captured from emails, your website, Self-Service portal, or Customer Portal. Click Email-to-Case to setup the ability to capture customer emails as cases automatically. Solution Management Click Solution categories to setup categories so your users can categorize the solutions they create. Click Solution Settings to enable specific options for solutions Click Public Solutions to setup public solutions for your customers to use when searching for solutions. Click Web-to-Case to setup the ability to capture cases from your website. Click Self-Service portal to setup your Org's web portal for your customers to log cases and search for solutions Basic Capabilities of portals Customer Portal provides an online support channel for your customers - allowing them to resolve their inquiries without contacting a customer service rep. With a Customer Portal, you can customize and deliver a visually stunning user interface to your customers, and use the following SFDC features to help you and your customers succeed: -Determine which pages and fields customers see with page layouts and field-level security -Manage customer with profiles, permission sets, roles, and sharing rules -Provide and organize documents via Salesforce CRM Content or Documents tab -Create a knowledge base for your customers using Salesforce Knowledge -Allow customers to participate in Ideas communities -Display and collect data that is unique to your org with custom objects. -Provide customized reports via the Reports tab Service Cloud Portal is the Customer Portal inteded for many thousands to millions of users. Service Cloud portal users are also referred to as high-volume portal users. Capabilities of Community - Ideas and Answers Community Application - This allows you to create and edit communities for idea, answers, and Chatter Answers. Each community has its own unique ideas, questions and replies. Set Data categories under customize | data categories. An administrator defines separate categories for their ideas and answers communities. Capabilities of Community - Idea Themes Lets you invite community members to submit ideas that focus on a specific topic so that members can solve problems or propose innovations for your company. Ex. Engage with you community and create excitement around the launch of a new product, you can ask community members to work together to create the product's name. Community members collaborate and add ideas to the idea theme, while you monitor their activities as they vote and comment on each other's ideas 1. create contests or ask for opinions 2. encourage community collaboration 3. select a winner Capabilities of Community - Ideas Salesforce CRM Ideas is a community of users who post, vote and comment on ideas. Consider it an online suggestion box that includes discussions and popularity rankings for any subject. Capabilities of Salesforce Knowledge Salesforce Knowledge is a knowledge base where users can easily create and manage content, known as articles, and quickly find and view the articles they need. After being setup users can write, edit, publish, and archive articles using Articles Management or find and view published articles using the Articles tab. Customers and partners can access articles if Salesforce Knowledge is enabled in the Customer Portal or partner portal. Public knowledge bases can be created so website visitors can view articles. Salesforce Knowledge features and tasks - Article Types Custom containers for your articles. Every article belongs to a type that determins its content and structure. Admins define article types by creating custom fields to capture article data, grouping or reorganizing the fields as needed on the layout, and choosing an article type template.