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Service Cloud Questions and Answers (Q&A)

Alanthomaslam
Answered: Sep 29, 2020
C) embed case feed functionality within a visualforce page.

Case Feed gives support agents a more streamlined way of creating, managing, and viewing cases. It includes actions and a...Read More

1 Answer

407 views
E. Barnes, Professional Gamer
Answered: Jul 15, 2019
The correct answer to this question is D. SOS video Chat. This chat can be used in both Android and Apple applications. It allows a customer to connect with an agent through screen sharing or...Read More

2 Answers

406 views
L_georgieva
Answered: Sep 29, 2020
Configure Case Assignment based on Case Priority
Add the Entitlements related list to Account Page Layout

1 Answer

397 views
Christian Jackson, Content Developer
Answered: Apr 24, 2019
The correct answer to this question is B, Community and C, Chatter Answers. Both of these options would be used in the cloud based software, Salesforce. Communities are a way to share information...Read More

2 Answers

395 views
Christian Jackson, Content Developer
Answered: Nov 11, 2018
The best practice for implementing sales force access to product data is to assign roles. It's easier to assign a role to a user than assigning each individual certain permissions and...Read More

3 Answers

387 views
John Smith
Answered: Sep 29, 2020
Prepare a test set of articles for import into the sandbox
A one-time import of only the most frequently used articles

1 Answer

383 views
F.Brian
Answered: Jan 28, 2018
Should a company implement a Knowledge Centered Support (KCS) into its call center but soon find out that the agents are not contributing enough new knowledge articles, there are two things that...Read More

2 Answers

381 views
Zubair.mohammed
Answered: Jul 18, 2020

A. A knowledge article life cycle that is implemented correctly the first time and does not need to change.

C. Reduced issue resolution time.

2 Answers

378 views
Supriyam
Answered: Sep 29, 2020
B. Route to agents with the most capacity to take on new work.
D. Route to agents with the least amount of active assigned work.   

1 Answer

378 views
Supriyam
Answered: Sep 29, 2020
C. Set up a private Knowledge Base to provide FAQs to customers affected by the recall to deflect calls.

1 Answer

377 views
Sfdc
Answered: Jun 10, 2018
Customize highlight panels for all objectsandturn them on. Create a console app and assign it to user profiles. Optionally, for support agents: Brand your console. Choose how pinned lists...Read More

2 Answers

370 views
Mike John, Content Explorer
Answered: Dec 26, 2018
Correct answers are options A and D
The implications to be considered when planning to migrate this data into Salesforce is that salesforce reporting may be affected and the result...Read More

2 Answers

367 views

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