Sf admin service cloud Study guides, Class notes & Summaries

What does configuring Support Business Hours enable in the service cloud? correct answersAllows you to specify hours when your support team is unavailable to service customers. What are the default Support Business Hours set to? correct answers24 hours a day 7 days a week What is the purpose of defining Roles on a Case Team? correct answersTo define different Team Members' level of access to Cases. What levels of access can be granted by defining Roles on Case Teams? correct answers- ...

How many times can a share be consumed by a single account? Once. "A share can only be consumed once per account." What is Federated Authentication? Federated Authentication enables users to connect using SSO via an external SAML 2.0 compliment identity provider (IdP). What is the defn of PaaS? Platform as a Service. You manage only the applications and data. Everything else is managed by the vendor. What are the three layers of Snowflake, bottom to top? Database Storage; Query processi...

CAN-SPAM Act is the US Federal standards for the sending of email messages. The Act requires that commerical emails, whose primary purpose is to deliver commercial content, meet a certain set of criteria Interaction Studio Interaction Studio allows you to get omnichannel next best action and orchestration from real-time insights into your customer journeys Northern Trail Outfitters' MC admin wants to ensure certain subscribers' opens and clicks are not tracked at their request, in accordanc...

What is our purpose? Helps org develop mission to guide actions and decisions, align resources Salesforce Resources: Sales Cloud Reports and Dashboards Who is our customer? Admins make sure customer information is usable and can be analyzed to determine customer characteristics Salesforce Solutions: Sales cloud Marketing CLoud Service Cloud 5 Most important questions about business 1. What is our purpose? 2. Who are our customers? 3. What do our customers value? 4. ...

Support department is overwhelmed with emails from customers facing different kinds of undocumented issues that require troubleshooting. What is a solution that would help resolve complex issues quickly? Hire technical support agents to provide phone support to customers KCS is a methodology that focuses on utilizing knowledge to increase with self-service and improve operational efficiency. What does KCS strive to do in order to achieve these objectives? (2) 1. Create content as a by product...