A. Enable omnichannel in setting part of setup
B. Contact salesforce to make sure its enabled
A. Create public groups with article managers and assign each group to specific article actions.
B. Create publication teams with article managers and assign each team to specific article actions.
C. Create public groups with article managers and assign each group to specific publication states.
D. Create publication team
A. Customize highlight panels for all objects.
B. Set up interaction logs and assign them to user profiles.
C. Assign users the Service Cloud User feature license.
D. Set up users and assign them to a queue.
E. Customize case list views.
A. The can access the Salesforce Consolf from the Call Center app
B. They can access the softphone pop-up from the footer instead of sidebar
C. They can see Case, Account, anc contacts tabs on one screen
D. They can un telephony reports for average hold and talk times
A - A, B, C, D
B - B, C, D, A
C - D, B, A, C
D - C, B, D, A,
A. Case Assignemnet Rules
B. Validation Rules
C. Case Escalation Rules
D. Case Queues
A. Excalation Rule
B. Auto Response Rule
C. Workflow Action
D. Email Templates
A. Users cannot own records
B. Users can download and view content
C. Users are not associated with a role in the hierarchy
D. Users can be part of a case team
A. First contact resolution rate
B. Number of total cases handled
C. Total number of solutions created by agent
D. Average number of knowledge articles published
A. First call resolution
B. Average handle time
C. Upsell percentage
D. Customer retention
A. Mix telephony interactions with email and chat
B. Extend benefits to part-time agents
C. Provide additional training on tools and process
D. Allow shift trading between agents
A. Create a draft Knowledge article from a reply using the promote article button.
B. Use the close and resolve button on the case page layout to close a case and mark the question resolved.
C. Allow administrators and trusted community members to escalate a question into a case.
D. Display up to three category groups to help organize questions for easy browsing
A. Enable the self-service portal and generate logins for the hospital staff by region
B. Use cases to track the credit requests and route them to regional teams using assignment rules
C. Design a custom object to track credit requests and route them regionally using assignment rules
D. Use Web-to-Lead to capture the credit requests and assign them to regional teams using workflow rules
A. Partner portal
B. Service Cloud portal (Customer Community)
C. Enterprise admin
A. Entitlement processes, contracts, contract line items, and entitlements
B. Entitlement processes, contracts, milestones, and milestone actions
C. Entitlement processes, contract line items, milestones, and entitlements
D. Entitlement processes, milestone, milestone actions, and entitlements
A. Use the data loader to import unstructured articles
B. Use change sets to import data categories
C. Map articles with HTML sections to rich text area fields
D. Create a separate .csv file for each article type
A. Email to Case
B. On Demand Email to Case
C. Web to Case
A. Move to a cloud-based telephony system.
B. Implement an adapter using the telephony/API
C. Implement an adapter built on open CTI
D. Build an adapter using the CTI toolkit.
A. Create case teams and introduce swarming to resolve cases
B. Enable the Service Cloud console and Knowledge sidebar for agents
C. Enable and use Chatter feed tracking in the case object
D. Create escalation rules to re-assign cases after SLAs have expired
A. Average customer satisfaction score by case
B. Average number of activities per case
C. Average number of articles attached to a case
D. Total number of cases by origin
A. Use a workflow rule with an action
B. Use a validation rule
C. Use a case assignment rule
D. Use an Apex trigger
A. Automatic call distributor and interactive voice response
B. Workforce management and customer satisfaction score
C. Average handling time and first call resolution time
D. Agent skill-based routing and predictive dialer
A. Create a knowledge visual force component within the service cloud console.
B. Create a knowledge visual force component on the case detail page.
C. Activate the knowledge sidebar within the service cloud console.
D. Activate the knowledge sidebar on the case detail page.
A. To escalate a case to the support manager if it has been open for more than 72 hours.
B. To automatically assign cases to a specific queue based on the customer support level.
C. To assign follow-up tasks to an agent one week after a case is closed.
D. To automate business processes for agents who troubleshoot customer support issues via phone.
A. Create a custom Visualforce page to display case list view, external system and Knowledge articles
B. Configure the agent console and display the articles, case view, and external system custom object
C. Configure the Service Cloud console, integrate the external system, and enable Knowledge
D. Configure the Service Cloud console, add Visualforce components, and activate the Knowledge sidebar
A. Aligning IT and the business which allows IT to better understand current and future needs of the business
B. Delivering IT services that are focused on functionality rather than usability
C. Setting customer expectations with predictable processes that are consistently used by the organization
D. Create service levels between IT and the business to provide value at an agreed upon cost
E. Achieving cost savings by utilizing operational resources only for the duration of the project implementation
A. Use SOAP API to integrate the external database with salesforce.
B. Use Bulk API to load the product bug data into salesforce.
C. Display product bug data in salesforce via visual force page.
D. Create a custom product bug object and import the data into salesforce
A. Enable the Knowledge sidebar setting in the case support settings
B. Create a Visualforce page called Knowledge sidebar on the case page layout
C. Create a Service Cloud console and enable the Knowledge sidebar on the case page layout
D. Enable the Knowledge sidebar related list on the case page layout
A. Work order and customer contact escalation requirements
B. Account team relationship to the primary contact
C. Total number of account and contact records in the database
D. Visibility and access to the work order records
E. Case closure rules on the original case
A. Use TwitterForce
B. Use Salesforce and Google Analytics
C. Use Social Hub
A. Create a Force.com app for Facebook monitoring
B. Install Salesforce for Facebook and Twitter
C. Enable Salesforce social profiles on contacts
D. Integrate Facebook to its existing customer portal
A. Create multiple agent console applications and configure the layout based on the user's requirements.
B. Create case page layouts for each interaction channel and assign them to different agent profiles.
C. Create a service cloud console layout and allow the agents to drag and drop the components they need.
D. Create multiple service cloud console applications and configure them based on the user's requirements.
A. Configure and utilize the service cloud console.
B. Configure and utilize the agent console.
C. Create a visual force page to display multiple cases.
D. Open multiple salesforce windows at the same time.
A. Requirements traceability matrix
B. Solution design document
C. Project milestones
D. Project kickoff presentation
A. Number of customer ratings
B. Number of approved articles
C. Number of article votes
D. Number of archived articles
A. Assign team-based roles to the associated product article types
B. Assign team-based profiles to the associated product article types
C. Assign team-based roles to the associated product data category value
D. Assign team-based profiles to the associated product data category value
A. To provide best practices for continuity plans
B. To provide information regarding planned maintenance
C. To provide live and historical data on system performance
D. To provide online security threat information
E. To provide live support for system and data backup
A. Computer telephony integration.
B. Knowledge-centered support.
C. Facebook integration.
D. Entitlement management
A. Interactive voice response
B. Skills-based routing
C. Workforce management
D. Private branch exchange
A. Make contact center representatives accessible 24/7 to distribute the call volume.
B. Redirect users from the company site to social media forums about the products.
C. Hire contact center representatives that specialize in each of the product categories.
D. Make knowledge base articles and community answers accessible on its website.
A. Add custom visual force pages to the case feed page layout.
B. Enable call control using the CTI case feed publisher.
C. Embed case feed functionality within a visual force page.
D. Switch from case feed to standard detail pages using a console component
A. Average days to close
B. First call resolution
C. Average handle time
D. Abandon rate
A. Open cases by reason.
B. Cases created by type.
C. Average case stage duration.
D. Case volume by channel.
A. Implement Service Cloud console to support agents
B. Leverage Live Agent for web-based chat
C. Enable service contracts and entitlements
D. Implement Salesforce Knowledge on a portal
A. Number of cases closed by a self-service user
B. Number of IVR inquiries without agent involvement
C. Number of cases created using portal
D. Average call handle time by team
A. Increase the Call-to-Order ratio
B. Use integrated voice response
C. Bypass entitlement verification
D. Use suggested Knowledge articles
A. Create fields and article types
B. Create the zip file with html, rich text field
C. Create data categories
A. Enable the case survey object for the customer portal
B. Utilize an AppExchange package to handle customer surveys
C. Create a validation rule for case survey email templates
D. Modify the user interface settings for the case survey sidebar
A. Create a workflow rule to increase case priority for cases involving a forgotten password.
B. Create a case assignment rule to assign all cases to a dedicated agent who resets passwords.
C. Create an Apex trigger to reset the user's password if the case description contains the word forgotten.
D. Create an auto-response rule and email template with details on how users can reset their passwords.
A. The agent can post privately on Facebook for salesforce.
B. The agent must change the case status before replying.
C. The agent must invite the customer to another channel.
D. The agent must use the Send private Message button on the case
A. Record update
E. Record create
A. Use auto response rule to send an email.
B. Use escalation rule to send an email.
C. Supervisors to investigate those cases.
D. Identify those cases and assign to the closure team.
A. Enable Chatter Messenger for the organization
B. Enable Live Agent for the organization
C. Create user profiles on permission sets
D. Create an iframe to display the chat window
A. Streamline the agent interface.
B. Enable templates for written responses.
C. Offer supports through Facebook and Twitter.
D. Implement team productivity dashboards.
A. Enable social profile and add assignment rules to the case object
B. Enable social profile and add workflow rules to the contact object
C. Use Twitter-to-Case and add workflow rules to the case object
D. Use the routing queues provided with Salesforce for Twitter and Facebook
A. Field validation during case creation
B. Caller verification and creation of a new case
C. Decision-based troubleshooting for representatives
D. Assignment of email to a case queue based on subject
E. Cross-sell promotions for representatives
A. Number of closed cases
B. Number of lead referrals
C. Number of attempts to contact
D. Number of outbound calls per day
A. Salesforce for Twitter
B. Live Agent
C. Salesforce Knowledge
D. Open CTI
A. Enable Chatter on Knowledge articles
B. Allow agents to add comments to each other's cases
C. Use Chatter Answers for the help desk
D. Create a Chatter group for the help desk
A. Displaying real time visual indicators when lists and records are changed
B. Displaying a technical diagram of a registered product related to the case
C. Creating a button to send an email response and re-queue the case
D. Displaying basic data from a legacy enterprise resource planning system
E. Providing a Knowledge sidebar to suggest a solution related to the case
A. Accepts email attachments larger than 25 MB
B. Accepts attachments from emails
C. Handles more than 10,000 emails a day
D. Requires the use of Transport Layout Security (TLS)
A. Number of cases escalated by agent
B. Number of articles created by agent
C. Number of solutions created by agent
D. Number of articles attached to a case
A. Create the data categories and set up the data category values.
B. Set up a zip file that contains the CSV, HTML, and image files.
C. Create the custom fields for the slide type
D. Set up the article actions and assign publishers to each action
E. Set the publication status of the article to draft status
A. Users, accounts, contacts, cases
B. Accounts, contacts, cases, users
C. Users, contacts, accounts, cases
D. Accounts cases, users, contacts
A. Create a custom web service to handle invoice inserts and updates from the billing system
B. Create a custom tab of type URL that displays a search page from the billing system
C. Import payment data into Salesforce and add to the contact page layout related list
D. Create a Visualforce page that retrieves payment information via a Web Service callout
A. Add development resources to the project team to build out the additional requirements
B. Document the requirements gap and communicate development options to the project team
C. Adjust the project scope to accommodate the new requirements and continue with original project schedule
D. Adjust the dates in the project plan to account for the additional requirements and communicate the new timeline.
A. A workforce management system
B. A third-party mobile application platform
C. A knowledge management system
D. An enterprise resource planning system
D. Service contracts
A. The CTI adapter supports the Service Cloud console push notifications for field or record changes
B. The number of intended Service Cloud console apps will not exceed the CTI adapter limits
C. The CTI adapter must be developed using the CTI Toolkit version 3.0 or higher or Open CTI
D. The CTI adapter requires the Service Cloud console highlights panel for Softphone control
A. Use Chatter case feed and case teams to monitor cases
B. Use an escalation rule to move cases into the product manager queue
C. Use a workflow rule to send an email to the product manager
D. Use an assignment rule to assign new cases to the product manager
A. Add a data category to indicate content type and enable workflow rules.
B. Use a Visual Force page to enable more granular search filtering.
C. Create article types for each content type and implement an approval process.
D. Create article types for each business unit and have supervisors review articles.
A. Use workflow rules to send an email to the customer
B. Use escalation rules to assign the case to a case queue
C. Use auto-response rules to send an email to the customer
D. Use assignment rules to assign the case to a case queue
A. Knowledge articles attached to the case.
B. Contract details related to the entitlement.
C. Products and assets associated to the case.
D. Articles appearing in the knowledge sidebar.
A. Verification of the production migration checklist
B. Approval of test scripts from the business lead
C. Verification that sample data has been loaded
D. Fund customer approval on training materials
A. Average handle time
B. First contact resolution
C. Average speed to answer
D. Escalation rate
A. Allows customers to submit ideas and answers
B. Allows customers to customize their user interface
C. Allows customers to search documents in Contact
D. Allows customers to follow Chatter feeds
E. Allows customers to search a knowledge base
A. Use a computer telephony integration (CTI) adapter that supports its telephony sys
B. Create an API integration between Salesforce and the telephony system
C. Build a custom computer telephony integration (CTI) adapter using the Salesforce CTI toolkit
D. Implement an on-demand telephony solution provided by a leading vendor
A. Enable Chatter for agent collaboration.
B. Enable Live Agent to handle incoming service inquiries.
C. Enable Ideas in a Service Cloud portal.
D. Create auto-response templates for emails.
A. Data loader, change sets, and Force.com Excel Connector
B. Force.com migration tool, Force.com IDE, and change sets
C. Visual Workflow, data loader, and Force.com IDE
D. Mass Transfer Records, change sets, and Force.com migration tool
A. Create a single data category group for each division and provide access using role hierarchy.
B. Create a sharing rule for each division to provide access using role hierarchy.
C. Create a sharing rule for each division to provide access based on criteria of the article.
D. Create a separate data category groups for each division and assign the category to a division profile.
A. Original creation date and average rating of articles
B. Last modified date and frequent search terms
C. Last modified date and number of recent article views
D. Original creation date and total number of article views
A. Enable agents to transfer calls to other agents.
B. Cross-train agents on both product lines.
C. Prioritize customer calls based on their SLA.
D. Implement a customer self-service portal
A. Solutions can be categorized to improve search results
B. Solutions can only be assiged to one cateogry
C. Solutions can be exposed to customer access from sites and portals
D. Solutions require additional licenses with the Service Cloud.
A. Have agents manually create users when portal access is requested by customers.
B. Identify active customers and send them registration instructions via email.
C. Create active customers as portal users and send them email notifications
D. Have agents provide customers with portal registration instructions when working a case
A. To receive multiple calls at one time
B. To use speech recognition to direct calls
C. To report the caller's background information
D. To route calls to different agents
A. Create an FAQ article type and enable the submit articles feature on the case close page layout.
B. Define a data category called FAQ and assign category visibility to users in the contact centre role
C. Create an FAQ article type and configure the enable suggested articles option in support settings.
D. Enable ideas for contact centre agents and have them submit FAQ articles at the time a case is closed.
A. Create a custom related list on the case
B. Create a custom report
C. Create a custom view on the Case tab
D. Create a custom Visualforce page
A. Computer Telephony Integration
B. Interactive Voice Response
C. Automatic Call Distribution
D. Order Management System
A. Force.com Sites and High-Volume Customer Portal
B. Force.com Sites with Knowledge and Email-to-Case
C. Force.com Sites with Knowledge and Web-to-Case
D. Visualforce and Self-Service Portal
A. A Visualforce map component on the Account Page
B. A custom tab of type URL that displays a map image of customer location
C. A Web Service call-outs that retrieves map details from the backend system.
D. An outbound message to a middleware platform to provide map details.
A. Use escalation rules for notifications and case teams to monitor cases
B. Use workflow rules for notifications and case teams to monitor cases
C. Use escalation rules for notifications and account teams to monitor cases
D. Use workflow rules for notifications and account teams to monitor cases
A. Implement service cloud portal with knowledge.
B. Implements partners' portal with knowledge.
C. Implement enterprise admin portal with content.
D. Implement service cloud portal with content
A. Create a private Chatter group with customers and invite key individuals to join the group.
B. Enable Chatter case feed and add product development team members to the case team.
C. Create a related child case and assign the child case to the product development team.
D. Build a repository of Knowledge articles related to integration and share it with the customer.
A. It is an intermediary between a telephony system and a Salesforce call center user
B. It allows voicemails to be captured and stored as attachments on cases
C. It is a server-based software program that controls the behavior of a Salesforce SoftPhone
D. It utilizes the Softphone capability from within the Salesforce application
A. Create a case report with a custom summary formula to calculate the percentage of escalated cases.
B. Create a dashboard report to display and compare escalated cases against non-escalated cases.
C. Create a formula field on the case record to calculate percentage of escalated cases.
D. Create a daily snapshot report of all cases and calculate percentage of escalated cases.
A. Performance for high volume of interactions.
B. Strategies to maximise call deflection
C. Integration with field service teams and applications
D. Integration with Lead Generation teams and applications.
A. Assign the correct Salesforce users to the Call Center
B. Install an adapter from AppExchange to work with third-party CTI systems
C. Use Apex to create an adapter to work with third-party CTI systems
D. Create a SoftPhone layout and assign to user profiles
E. Assign the Salesforce CTI license to Salesforce users
B. public groups
A. Call Salesforce to roll back
B. Manually correct the records
C. Use data loader to delete the records
D. Use the back up from 90 days ago
A. Create content as a by-product of resolving issues
B. Evolve Content
C. Develop a knowledge base
D. Critique those providing content
E. Reward Sharing, learning collaboration
A. What types of information they need to publish.
B. Who can approve and manage the information published.
C. How information should be categorized.
D. Where call center support agents are located.
E. When the knowledge maintenance window is available.
A. Test Sandbox
B. Test Sandbox
C. Full Sandbox
D. Partial Sandbox
E. Developer Pro
D. Six Sigma
A. Prepare, Plan, Test, Execute, Validate
B. Plan, Prepare, Test, Execute, Validate
C. Plan, Prepare, Validate, Execute, Test
D. Prepare, Plan, Validate, Execute, Test
A. Route cases to agents in an alternate center.
B. Disable the Interactive Voice Response (IVR) system.
C. Deliver training on case handling for contingent staff.
D. Update the case status field values.
E. Monitor service level agreements (SLAs) and notify customers.
A. Support agents can see which article version was shared with a customer
B. A support agent can create an article while still working on a case
C. Solution categories allow for more readable, consistent, and relevant articles
D. Licensing for Solutions provides the ability to expose articles to customers on a website
B. Keyboard shortcuts
C. Pre-live agent form
D. Quick Text
A. To represent metrics such as first-response and resolution time on cases.
B. To monitor the case escalation rule queue to confirm service levels are met
C. To identify the customer contact associated with a particular stage of a service contract
D. To display whether a case response complies with a customer service level agreement
A. Allows Chatter Messenger to be used between agents
B. Displays records and their related items as tabs on one screen
C. Indicates when records and lists are changed by others
D. Is available for users in the partner portal
A. Remove unnecessary columns from the reports.
B. Remove formula fields from filter criteria.
C. Remove data boundaries from filter criteria.
D. Remove dashboards based on long-running reports.
A. Number of closed cases with articles attached.
B. Average number of days to close cases.
C. Number of open cases per day.
D. Number of new customers added.
E. Number of cases escalated.
A. Number of calls offered
B. Agent utilization
C. Schedule adherence
D. Quality monitoring score
A. @mention the SMEs on the case Chatter feed and follow the case
B. Bookmark all the comments related to the issue from the SMEs
C. Use hashtag (#) to track the customer case and SMEs comments
D. Follow the SMEs to receive automatic updates when they add case comments
A. Knowledge search query with no results
B. Number of knowledge articles in each category
C. Knowledge articles with the lowest rating
D. Knowledge articles created by call center agents
A. Salesforce reporting speed may be affected
B. Related lists on the case object may be slow to populate
C. The Salesforce or may be slow during the data migration
D. Results may be slow when searching for records
A. Upload the data into salesforce and then run the native de-dupe tool.
B. Cleanse the data outside of salesforce and then migrate the data.
C. Use the salesforce import wizard to load and cleanse the data.
D. Use salesforce data loader to load and cleanse the data.
A. Uncovers gaps in the knowledge base
B. Reducing incoming call volume
C. Replaces the need for an email channel
D. Eliminates tracking of customer entitlements
A. Assignment, escalation, and workflow rules are processed on inbound emails
B. Only one inbound email address can be used for Email-to-Case
C. Follow-up emails and attachments related to a case are attached to the case
D. Follow-up emails related to a case will update the case comments
A. Create a dashboard that includes articles submitted by agents and approved for publication.
B. Measure and reward agents based on the number of new articles approved for publication.
C. Require agents to check a box on the case when submitting a new suggested article.
D. Measure and reward agents based on the number of new articles submitted for approval.
A. Migrate closed cases with milestones and entitlements.
B. Migrate open and closed cases with milestones and entitlements.
C. Migrate open and closed cases without milestones and entitlements.
D. Migrate closed cases to a custom read-only object.
A. Create a workflow rule to send an email to support managers when a case is created and assigned to queues.
B. Assign case to queues and use escalations rules to escalate cases that have NOT been accepted by an agent
C. Create a workflow rule to assign a task to all a members of a queues if a case has NOT been accepted by an agent
D. Use case auto-response rules to send an email to support managers within one hour of case creation.
A. Ability to specify unique service levels for each customer
B. Ability to prompt callers for the service contract number with IVR menus
C. Ability to determine if a customer has escalated a case in the past
D. Ability to enforce service levels with time-dependent processes
A. Escalation rules
B. Case teams
C. Workflow rules
D. Auto-response rules
A. Create a salesforce console for service and enable the knowledge sidebar on the case page layout.
B. Enable the knowledge sidebar setting in the case support settings.
C. Create a visualforce page called knowledge sidebar on the case page layout.
D. Enable the knowledge sidebar related list on the case page layout.
A. First call resolution
B. Customer satisfaction survey
C. Average handle time
D. Service-level agreement
A. Customer view of case tab
B. Custom Visual force page
C. Custom report
D. Custom related list
A. Create a unique case page layout for each channel grouping.
B. Create an agent profile for each channel grouping.
C. Create a Service Cloud console to support all channel groupings.
D. Create an agent role for each channel grouping.
A. Number of cases created sorted by order
B. Number of cases by type by owner
C. Number of cases in each status
D. Number of solutions created per agent
A. Partner Community
C. Customer Community
D. Employee Community
A. Optimized use of resources
B. Reduced issue resolution time
C. Increased call routing accuracy
D. Increased call deflection
E. Reduced support Channels
A. Chatter groups for customer
B. Mobile access to case information
C. Visibility into service entitlements
D. Predictive dialer for outbound call
A. Contact list view edit time
B. Contact report run time
C. Contact view page load time
D. Contact related list load time
A. Enable the Manage Articles permission for the publisher profile and assign it to users
B. Hide the Article Management tab for users who should have read-only access to articles
C. Create a publisher profile that includes create access on the FAQ article type
D. Set the organization-wide default to private and create sharing rules for the FAQ article type
A. Customer Community
B. Partner Community
C. Employee Community
Enable Social Customer Service
Enable salesforce social profile on contacts.
Create a force.com app for Facebook monitoring.
Integrate Facebook to its existing customer community
Configure entitlements and milestones to enforce SLAs
Hire more agents for the contact centers
Improve the training provided to existing agents
Track social sentiment across social media outlets
Publish articles to external channels
Assign article types to the communities.
Enable public solutions
Configure content library permissions
Enable article deliveries
Create a central contact us page which provides access to the available channels.
Enforce that customers must search the knowledge base before they can see the contact us page
Optimize the customer community for mobile devices to have access to same support as desktops.
Enable customers to be emailed FAQs by accessing the interactive voice response 24 per day.
Replace the existing Chat Now button on the customer community with toll free phone number
Add the service contract related list to contact records
Add the entitlement contacts related list to account records
Add the entitlements related list to contact records
Add the assets related list to contact records
Recovery point objective
Criteria for plan activation
Open access to systems
Filter the views by case owner.
Remove filter criteria from the views.
Restrict visibility of the views.
Reduce the number of fields displayed.
Customer Chatter groups
Assign a global team of experienced agents and leaders to create a common design template and report structure
Recommend utilizing out-of-the-box functionality to reduce cost and ensure one worldwide process and reporting
Assign teams in each major contact center to design a solution unique to its needs and have an analyst build a combined report
Recommend that the VP of Worldwide Support design a global template to provide a clear vision and standardization
Report on the articles followed in Chatter
Report on agent ratings on articles
Report on agent feedback on articles
Report on the articles attached to cases
Recommend articles during a call for a support agent
Suggest articles for a web-to-case question
Suggest articles for an email-to-case question
Recommend articles prior to a Live Agent session
Standard for managing customer support and delivery
Method for social media management
Share knowledge with the business partners
Process for creating and maintaining knowledge
Implement salesforce radians 6 with filters against the company's twitter account and assign new cases to twitter queue
Configure Salesforce Twitterforce and workflow rules for negative product sentiments that automatically create a contact and a case.
Configure Salesforce social hub workflow for negative sentiments that automatically creates a contact and a case
Integrate Service cloud with Google Analytics and use workflow rules for case and contact creation based on key values
Create a Web-to-case form with a custom case type of survey.
Enable the case survey option on the case object.
Enable the case survey auto-response rule.
Check the survey option in the case settings.
Create a case report to show all cases across tiers filtered by an escalation flag.
Create an approval process to ensure only the appropriate cases get escalated.
Create a case report to show the number of cases for each tier and sort them by case owner.
Create a custom trigger to generate history when cases get escalated between tiers
Configure workflow rules for each data category
Configure article types for each kind of content
Define approval processes for each article type
Define approval processes for each product
Configure data category values for each product
Creating content as a result of solving issues
Rewarding learning, collaboration, sharing, and improving
Evolving content-based product lifecycles
Developing a knowledge base on the experience of an individual
Activate the Knowledge sidebar within the Salesforce Console for Service.
Create a Knowledge Visualforce component on the case detail page.
Activate the Knowledge sidebar on the case detail page.
Create a Knowledge Visualforce component within the Salesforce Console for Service
Elements can be used to update fields in the database
Apex code must be used to pass data to legacy systems
Apex code must be used to update fields in the database
Only one version of a flow can be activated at a time
Elements can be used to pass data to legacy systems
Create an email template to send articles as PDF attachments
Enable suggested articles on new cases
Enable article submission during case close
Enable agents to create their own personal articles
Enable article customization for open cases
Escalated cases by account month to date.
High priority cases opened by account month to date.
Time spent by account year to date
New cases opened by the account channel