NNcourage CON201 Service Cloud Quiz Day1

17 Questions
Salesforce Quizzes & Trivia
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Questions and Answers
  • 1. 
    • A. 

      Multiple Languages for Salesforce Knowledge

    • B. 

      Salesforce Knowledge Article Number

    • C. 

      Additional Case Article Fields Available for Reports and the Articles Related List

    • D. 

      Salesforce Knowledge Sidebar for the Service Cloud Console (Contextual Knowledge)

    • E. 

      Global Search for the Service Cloud Console

  • 2. 
    When a Self Service Portal User adds a Case Comment the following actions take place:
    • A. 

      An email is automatically sent to the case owner

    • B. 

      A Workflow rules is activated

    • C. 

      An Assignment Rule is Activated

    • D. 

      None of the above

  • 3. 
    All of the following objects may have a queue EXCEPT:
    • A. 

      Accounts

    • B. 

      Cases

    • C. 

      Leads

    • D. 

      Custom Objects

  • 4. 
    Case escalation rules triggered on the last modification will be reset each time a user does which of the following actions?
    • A. 

      Reads the case

    • B. 

      Adds a related comment to the case

    • C. 

      Adds an activity or sends an email from the case record

    • D. 

      Edits the case

    • E. 

      All of the above

  • 5. 
    Case Assignment Rules are based on elapsed time
    • A. 

      True

    • B. 

      False

  • 6. 
    If you delete a case, which two also get deleted?
    • A. 

      Account

    • B. 

      Solution

    • C. 

      Event

    • D. 

      Attachments

  • 7. 
    Which of the following are options when transferring accounts (Multiple correct answers)
    • A. 

      Transfer open opportunities

    • B. 

      Transfer closed opportunities

    • C. 

      Transfer closed cases

    • D. 

      Transfer open cases

    • E. 

      Keep Account Teams

    • F. 

      Transfer custom objects

  • 8. 
    Auto Response rules work on which objects?
    • A. 

      Leads and Cases

    • B. 

      Leads and accounts

    • C. 

      Accounts and Opportunity

    • D. 

      Accounts and Cases

  • 9. 
    Which of the following utilize the "Automated Case User" (Select all that apply):
    • A. 

      When a case is automatically assigned using assignment rules this user is listed in the case history

    • B. 

      When an email notification is triggered via workflow this user is listed in the case history

    • C. 

      When a case is escalated this user is listed in the case history

    • D. 

      When a case is created via Web-To-Case this user is listed in the case history

    • E. 

      When a case is created via Email-To-Case this user is assigned as the case owner

  • 10. 
    Which of following is granted by the Manage Cases Permission (Select the four that apply)?
    • A. 

      Set support business hours

    • B. 

      Edit the Support settings

    • C. 

      Set up Email-to-Case

    • D. 

      Mass Transfer Cases

    • E. 

      Create, Edit, and Delete custom fields on the Case Object

  • 11. 
    Customer Portal Users can Run Reports if: Choose one answer:
    • A. 

      They have the Admin Privileges

    • B. 

      Their Profile includes the Run Reports Permission

    • C. 

      Have access to the Public Report Folder

    • D. 

      All of the above

  • 12. 
    Portal Users can Customize Report Results.
    • A. 

      True

    • B. 

      False

  • 13. 
    Portal Users have access to Dashboards
    • A. 

      True

    • B. 

      False

  • 14. 
    Portal Users can View, Create and Search Notes and Attachments on Custom Objects
    • A. 

      True

    • B. 

      False

  • 15. 
    Using Import Wizard you can import Asset records at a time
    • A. 

      1000

    • B. 

      5000

    • C. 

      50,000

    • D. 

      100,000

    • E. 

      You cannot import Assets via Import Wizard

  • 16. 
    From any Case List Page the Administrator can Mass Update “Multiple Cases” at once:
    • A. 

      True

    • B. 

      False

  • 17. 
    From any queue list view, users can take ownership of one or more cases if: Choose 3 answers:
    • A. 

      They are members of that Queue

    • B. 

      They have a Contract Manager Profile

    • C. 

      If the OWD for sharing cases is Public Read/Write/Transfer

    • D. 

      They are higher in the Role Hierarchy than a Queue Member

    • E. 

      All of the above