LT Canada - Service Cloud Quiz

Where do you go to search Articles on sales force/service cloud?

• Phone widget

• Global Search  

• Communications channel

• None of the answers is correct

Where can you go to see offers and promos running on sales force/service cloud?  

• In your feeds/notifications or directly in the communications channel

• Global search box

• inside your case

• Ask Peer Support everytime

What information must you have to create a case?  

• Just the phone #

• Mailing address will do

• Customers first and last name, phone number, and email address 

• Email and phone number

Where can you go to see your open cases?  

• You will not be able to see it. You should ask Peer Support

• Knowledge Base window

• Home window

• Cases window

How do you resolve a case?  

• At the end of the call.

• Click on update case and scroll down to resolve.

• Fill in agent notes stating case is resolved.

• Click on update case and scroll to resolve after picking call, category, and subcategory  

How do you change the record type?

• Change record type at the bottom.

• Change record type at the top .

• Change record type in the middle.

• No need to change the record type its irrelevant.

Where do you go on sales force to leave your notes?  

• Top right bell.

• Agent notes  

• In CSP

• In Specialty flows

Where is your profile?  

• Top right corner 

• On the home page

• In your emails

• Top right bell

How is a splash page created?

• When you enter the information

• When you click the top left corner.

• After you get there information.

• When a call comes in

Where on sales force do you go to email the customer?

• Under feed and then click email

• From your Lifetouch email account.

• From the global search

• From the home screen.