Salesforce service cloud quizlet. Add Entitlement fields to Case page layouts.

Salesforce service cloud quizlet. For ex. The analysis phase of the project has just been completed. Learn the key terms and concepts of Salesforce Service Cloud, a platform that helps manage customer service through various channels. B) Enable A Salesforce Maps component plotting non-customers in residential neighborhoods B. Basic Cards for terms and definitions from Service Cloud Consultant Study Guide and Materials Learn with flashcards, games, and more — for free. Web-to-Case B . Add Entitlement management tabs to the Service app. Hand out candy C. What is the first step the consultant should take to address the Study with Quizlet and memorize flashcards containing terms like Support department is overwhelmed with emails from customers facing different kinds of undocumented issues that require troubleshooting. 1. Which solution would meet the requirements? A) Use Escalation rules to move cases into the correct status; create reports to monitor the SLA adherence. All of the above. Test your knowledge of Salesforce Service Cloud features and functions with this set of 39 flashcards created by Gregory_Akinbiyi. All unifying information about a customer is stored on a case—account, contact, history, productswhether the case has an email exchange, a reminder task, or a knowledge base article, it's all saved on the case so that any support agent can jump in to help a Since Service Cloud is part of the Salesforce platform, all of your business data, customized processes, and unique workflows come together in one simple place. e. Study with Quizlet and memorize flashcards containing terms like Universal Containers wants to let its customers interact real-time with support agents from their computers and mobile devices. Legal Cloud Kicks just deployed Sales Cloud globally and wants to make sure that all of its users are using Salesforce. Quizlet is a great free resource for some exams, and the Service Cloud Consultant is one of them. CK contracts with an external third-party help desk to provide support outside of normal business hours. b. Customize Entitlement fields and page layouts. Case Milestones, 03: A consultant has been hired Oct 2, 2024 В· Study with Quizlet and memorise flashcards containing terms like A consultant is working on a Service Cloud implementation with a fixed budget and timeline. What is the first step the consultant should take to address the Study with Quizlet and memorize flashcards containing terms like A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Agents can also handle externally routed work using Study notes from Salesforce Service Cloud Consultant exam preparation Learn with flashcards, games, and more — for free. There are different routing method that can be used to assign cases or work items to agents: Skills can be assigned to agents, and work items can be routed to them based on their skill sets with Skills-Based Routing. Study with Quizlet and memorize flashcards containing terms like The Capricorn Coffee Community contains a section focused on Coffee Bean Types. Cases are powerful records in Salesforce that not only track customer issues, but also show a 360-degree view of the customer. Fresh features from the #1 AI-enhanced learning platform. Call They may be set by us or by third party providers whose services we have added to our pages. Oct 2, 2024 В· Salesforce Service Cloud Certification Study Guide Learn with flashcards, games, and more — for free. 2. an email can turn into a case that is automated via phone, email or web chat. Explore quizzes and practice tests created by teachers and students or create one from your course material. Which factor should a Consultant consider as part of the migration strategy? A. Study with Quizlet and memorize flashcards containing terms like What action does a user need if he is to view lightning knowledge articles only?, What actions and permissions does a user need if he needs to create, edit, and publish lightning knowledge articles?, What actions and permissions does a user need to be a Knowledge Lightning Admin? and more. External support managers need to view and execute reports with the ability to Study with Quizlet and memorize flashcards containing terms like In order to use the Salesforce Console for Service, Salesforce Console for Service, Benefits of the Console and more. A service center uses multiple channels to support customers, including phone, Email-to-Case, andWeb-to-Case. -Provide customized reports via the Reports tab Service Cloud Portal is the Customer Portal inteded for many thousands to millions of users. Customize Service Contract fields and page layouts. Action Plans C. Study with Quizlet and memorize flashcards containing terms like An Inside Sales Contact Center Manager would like to assess the ROI of the Contact Center. which steps should you perform when setting up entitlements A: setup service contracts B: setup contract Line items C: setup both service contract and contracts line items D: customize entitlements field and the entitlements page layouts Study with Quizlet and memorize flashcards containing terms like "Open CTI allows advanced Administrators and Developers to embed call controls in an HTML area that can be placed within Salesforce to control the telephony system. Compare and contrast the different types of contact centers and their business drivers (help desk, product support, telesales, service, field service/depot repair, B2C, B2B, etc. Learn about cases, case hierarchies, case feed, web-to-case, email-to-case, case queues, case auto-response rules, case escalation rules, and more. Study Service Cloud Cards from Quizlet (sbpadhy) flashcards from John Schultz's class online, or in Brainscape's iPhone or Android app. B. Display Entitlements and Service Contracts Related Lists throughout application. Opportunities per channel. , A consultant has Study with Quizlet and memorize flashcards containing terms like A System Administrator wants to implement a feature for call recording to monitor customer service quality using Salesforce Service Cloud. API integration with Salesforce Maps to pilot existing customers on territory maps D. Learn faster with spaced repetition. What is the first step the consultant should take to address the Навчайтеся Р· Quizlet та запам'ятовуйте картки Р· навчальними термінами "Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. On a new tab in the agent's browser B. 6. If you do not allow these cookies then we wont be able to understand how people are using Quizlet and improve the service, and some or all of our services may not function properly. That section contains areas focused on Java, Arusha, and Pacamara. Additional requirements were discovered that will result in the project exceeding timeline and budget constraints. Accounts, contacts, and cases. High customer satisfaction rate High customer satisfaction rate means that the customer's experience with a product or service matched his/her expectations. Asset Management B. D. Adjust the dates in the project plan to Study with Quizlet and memorize flashcards containing terms like 1. What is the first step the consultant should take to address the issue? A. Assign all users to a region, build a report using user login history, and filter on region. HIGH EMPLOYEE TURNOVER A high turnover rate means that a significant number of employees have left the organization over a certain period of time 2. What feature should a consultant recommend to meet this requirement? A . Test your knowledge with flashcards, match, and textbook solutions. There are some automations for case resolution within this cloud. When setting up the Community, which two steps should a Salesforce Study with Quizlet and memorize flashcards containing terms like Salesforce Knowledge allows users to:, Discovery Questions, Article Lifecycle and more. Study with Quizlet and memorise flashcards containing terms like What is Service cloud ?, How to get Lightning Service Setup, What are the setup process for Service Cloud and others. Your support process is not based on individual service contracts. Case Escalation D. Only a small percentage of the customers have existingContact records in Salesforce The customer's email address is used to populate details from anothersystem and enrich the Contact record. Convert any articles containing HTML into plain text before importing because HTML is NOT supported in any article Omni-Channel can be utilized to route case records to the most available or skilled support agents in the organization. Learn vocabulary, terms, and more with flashcards, games, and other study tools. FSC for Community, Which of the following is NOT an area that Salesforce Financial Services Cloud serves? A. How should the consultant determine if all regions are using Salesforce? A. 5. You can switch back and forth between items without losing context. The company needs to reduce total case volume and the average amount of time spent by agents on cases. Average queue time per agent. The external service agents and external support managers use Experience Cloud to create cases. Study with Quizlet and memorize flashcards containing terms like To see a Service Console, you need: A. Lightning Scheduler B. Selling premium support separately from the line of products it supports Agents manage service contracts based on line items in Salesforce The support team manages service contract transactions (Transfers, Mergers, Renewals) Products appear as line items on sales orders (Warranties and subscriptions) Entitlements are integrated with an order Study with Quizlet and memorize flashcards containing terms like Features of Salesforce Service Cloud Include what?, What is the function of the case feed?, A single screen that gives your team a 360° view of each customer and where the customer is in your support process and more. Display Contract Line Items Related List on Service Навчайтеся Р· Quizlet та запам'ятовуйте картки Р· навчальними термінами "Universal Containers recently deployed a Salesforce Knowledge implementation, but is looking to evaluate the quality of the articles being produced. d. Salesforce Maps with ESRI integration to display high "1/7 A customer is planning a service cloud implementation. Which three metrics should the Manager use to assess the ROI? Choose 3 answers. in knowledge settings:-can't be disabled once enabled-can be enabled to use knowledge base-navigate to setup, knowledge settings, enable lightning knowledge which makes knowledge object setup appear. Contact Salesforce to send a Study notes from Salesforce Service Cloud Consultant exam preparation Learn with flashcards, games, and more — for free. See full list on salesforceben. Increase first Start studying Salesforce Service Cloud: Industry Knowledge & Analytics. which steps should you perform when setting up entitlements A: setup service contracts B: setup contract Line items C: setup both service contract and contracts line items D: customize entitlements field and the entitlements page layouts Available in: Salesforce Classic and Lightning Experience Available in: Professional, Enterprise, Performance, Unlimited, and Developer Editions User Permissions Needed To create auto-response rules: "Customize Application" Create auto-response rules for leads captured through a Web-to-Lead form and for cases submitted through a: Self-Service Study with Quizlet and memorize flashcards containing terms like CK provides support 24 hours a day, 7 days a week. Setup employee retention and recruitment programs D. Study with Quizlet and memorize flashcards containing terms like A service solution should include:, Service Call Center agents blockers can include:, Service Call Center Manager blockers can include: and more. a. What is the first step the consultant should take to address the Basic Cards for terms and definitions from Service Cloud Consultant Study Guide and Materials Learn with flashcards, games, and more — for free. Einstein Analytics for Financial Services D. Salesforce Certified Service cloud consultant (SU22) Learn with flashcards, games, and more — for free. All unifying information about a customer is stored on a case—account, contact, history, productswhether there's an email exchange, a reminder task, or a knowledge base article, it's all saved on the case so that any support agent can jump in to help a customer at Study with Quizlet and memorize flashcards containing terms like A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Which two statements regarding call recording should be considered when implementing this requirement? A. Unlimited, Enterprise, or Developer Edition. com Dec 4, 2020 В· Explain the use cases and benefits for different interaction channels. c. Cost per call. Corporate & Institutional Banking C. , The benefit of console tabs are: A. The Service Cloud User license. A Salesforce Admin needs to make sure that end users can easily discover the Jave, Arusha, and Pacamara sections. You Helps install and set up Marketing Cloud Connect in Marketing Cloud MC Connect API User: Completes the account-level connection between the Sales or Service Cloud and Marketing Cloud Salesforce System User: Formerly called tracking user, this Sales or Service Cloud user is required to complete the account-level connection between the Marketing Study with Quizlet and memorize flashcards containing terms like Which factors influence KPIs, and business challenges for call centers? Hint: C-C-R, For which KPI area is FCR (First Call Resolution) a driver?, For which KPI area is AHT (Average Handle Time) a driver? and more. Contact Salesforce to send a Study with Quizlet and memorize flashcards containing terms like A consultant is working on a Service Cloud implementation with a fixed budget and timeline. . in the lightning setup flow:-knowledge flow in service setup-brings you through wizard to setup knowledge and setup authors and data categories 2. Salesforce Maps using the Demographic Context data source to display income ranges for regions within their territories C. Identify the benefits of a Knowledge Base. Study with Quizlet and memorize flashcards containing terms like Universal Containers in implementing the Salesforce Service Cloud. On the Highlights Panel of a Primary tab C. On the 1. What are two common places to embed these call controls? Choose 2 answers A. You can see related records on one screen. You can even see it all on your mobile phone or tablet out in the field. Study notes from Salesforce Service Cloud Consultant exam preparation Learn with flashcards, games, and more — for free. Entitlements C. What should the Consultant recommend to gather information on Knowledge article usefulness? A. A number of leads created. Salesforce Service Cloud Certification Study Cards Learn with flashcards, games, and more — for free. The second most common cloud, biggest focus is on customer service and success. Offer incentives, Business Challenge: Low Customer Satisfaction - How do you resolve this challenge? (Select 2) A. Sep 30, 2023 В· Quizlet. Improve workplace flexibility B. What is the first step the consultant should take to address the 210 terms · A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Customer Community D . 4. Deals with use cases, accounts and contacts. C. Study with Quizlet and memorize flashcards containing terms like Self-service Communities, Community Implementation Process, Prelaunch and more. Increasing revenue Cases are powerful records in Salesforce that not only track customer issues, but also show a 360-degree view of the customer. Study with Quizlet and memorize flashcards containing terms like Business Challenge: High Employee Turnover - How do you resolve this challenge? (Select 2) A. Which feature should the Consultant consider? A. -Create a knowledge base for your customers using Salesforce Knowledge-Allow customers to participate in Ideas communities-Display and collect data that is unique to your org with custom objects. Study with Quizlet and memorize flashcards containing terms like A consultant is working on a Service Cloud implementation with a fixed budget and timeline. Study with Quizlet and memorise flashcards containing terms like 02: Universal Containers is planning to provide different levels of support to customers in order to ensure its Agents are working within the confines of the Service Level Agreement. Add Entitlement fields to Case page layouts. Call recording is a feature of some add-on products from the AppExchange. ). Study with Quizlet and memorize flashcards containing terms like Name 7 ways that Cases are created, Social Media and Social customer service (Radian 6, Salesforce for Twitter and Facebook), All customers can start with the free Starter Pack which provides two social accounts to start (1 Facebook and 1 Twitter) and more. 3. Embedded Chat Service C . A number of sales queues. What is a solution that would help resolve complex issues quickly?, KCS is a methodology that focuses on utilizing knowledge to increase with self-service and improve operational efficiency Study with Quizlet and memorize flashcards containing terms like Does FSC require Lightning?, What is included in an FSC license? A. This is a set of flashcard to help you study for the Salesforce Service Cloud Consultant Certification Terms in this set (22) To setup entitlement process, what must you do Study with Quizlet and memorize flashcards containing terms like what are the three products in Marketing cloud platform, which products integrate Marketibg cloud with sales cloud and service cloud, marketing cloud empowers you to do what? and more. Scheduled maintenance: October 2, 2024 from 07:00 PM to 08:00 PM hello quizlet Quiz yourself with questions and answers for Salesforce Service Cloud Exam, so you can be ready for test day. +Cloud Kicks has millions of customers. Case Assignment Rules, Universal Containers has a single contact +Cloud Kicks has millions of customers. Omni-Channel B. the customer's current database has the following number of records: a) 10 million cases b) 1 million accounts c) 3 million contacts When planning to migrate this data into salesforce, what implications should be considered? Study with Quizlet and memorize flashcards containing terms like As part of a new Salesforce Knowledge implementation, Universal Containers would like to migrate articles from their current database. hasbu kvlga kklvgmj eapow fqmryuh atrf bocmino mhgjs scws olznlx