NNcourage Con201 Service Cloud Day2 Quiz

18 Questions

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NNcourage Quizzes & Trivia

Questions and Answers
  • 1. 
    • A. 

      Support Agent

    • B. 

      Sales Rep

    • C. 

      End Customer

    • D. 

      Internal Testing Team

    • E. 

      All the above

  • 2. 
    Salesforce Knowledge offers the ability to store Power Point files,PDF's,office documents and any other type of file with no restriction on size or length 
    • A. 

      True

    • B. 

      False

  • 3. 
    Which of the following is not true about article types? 
    • A. 

      An organisation must have 2 article types to enable Knowledge

    • B. 

      Article Types are typically short HTML documents

    • C. 

      Article Types may include attachments

    • D. 

      Article Types should enable "actionable"content

  • 4. 
    Salesforce Knowledge offers administrators the ability to fully customise the way an article type displays to an end user
    • A. 

      True

    • B. 

      False

  • 5. 
    Which of the following features is not unique to Salesforce Knowldege? 
    • A. 

      Article Types

    • B. 

      Categories

    • C. 

      Synonym Search

    • D. 

      Custom Page Layouts

  • 6. 
    Which search methods are available through Salesforce Knowledge? Choose the best answer
    • A. 

      Encrypted Keyword Search

    • B. 

      Article Type Search

    • C. 

      Data Category Search

    • D. 

      Any combination of enhanced keyword searching, article type searching and/or data category searching

  • 7. 
    Whan an article is assigned,it  becomes locked and other users cannot access it. 
    • A. 

      True

    • B. 

      False

  • 8. 
    • A. 

      Data Categories are like tags, and end users apply the categories they feel best describe the content of an article

    • B. 

      Data Categories are used by the knowledge management learn to direct content to the appropriate users

    • C. 

      Data Categories provide business content and can be used to narrow a search

  • 9. 
    If you need to correct a spelling mistake, you'll need to remove the article from the knowledge base before you can edit it. Users won't have access to that Article untill it's republished.
    • A. 

      True

    • B. 

      False

  • 10. 
    What are the enhancements to keyword seraching that are part of Knowledge?Choose the best answer
    • A. 

      The ability to define synonyms.For example a search for "WW" returns Articles with "WW","WonderWidget"or "Widge"in the title

    • B. 

      Stemming is inherent.For example,typing in "The connection to my cable is broken" will return the articles "Broken Cable Connection" and "How To Connect Cables"

    • C. 

      Both synonyms and stemming are part of Knowledge's enhanced search functionality

  • 11. 
    • A. 

      Use Service Cloud console application to sort questions by titles and description

    • B. 

      Sign in with Facebook login instead of having to create a Chatter Answers account

    • C. 

      Post questions on the organsation's portal and receive answers from other customers

    • D. 

      Display Chatter Answers questions,ratings and answers on a Facebook feed

  • 12. 
    • A. 

      Partner CTI adapter

    • B. 

      Telephone System

    • C. 

      The internet

    • D. 

      Salesforce.com

  • 13. 
    Call logging creates an activity and records it in the Open Activities related list 
    • A. 

      True

    • B. 

      False

  • 14. 
    Salesforce users must be assigned to a Call Center before they can use any Salesforce Call Centre features.
    • A. 

      True

    • B. 

      False

  • 15. 
    A user can be assigned to multiple Call Centres at the same time 
    • A. 

      True

    • B. 

      False

  • 16. 
    Every Call Centre has an associated Call Centre Directory 
    • A. 

      True

    • B. 

      False

  • 17. 
    Directories may include phone numbers that are related to records in your system
    • A. 

      True

    • B. 

      False

  • 18. 
    Pick the advantages of open CTI?
    • A. 

      Direct interaction between telephony and computer

    • B. 

      Direct interaction between telephony and browser

    • C. 

      Platform Agnostic

    • D. 

      Easier troubleshooting

    • E. 

      Customizable softphones