Service and Support Applications

Ursa Major Solar provides various levels of customer support, based on the terms of the customer’s support level agreement. The VP of support wants an automated way to notify the support team when an unresolved case may violate the support level agreement.

Which feature should be used to alert support managers when a case is in jeopardy of violating the customer's support level agreement?

• CASE QUEUES

• AUTO-RESPONSE RULES

• ESCALATION RULES

• CASE ASSIGNMENT

  RULES

Answer explanation

Escalation rules automatically escalate cases when the case

meets the criteria defined in the rule entry.

Ursa Major Solar has noticed an uptick in support cases that could be easily resolved if the customers had access to the proper documentation. Therefore, Ursa Major Solar wants to create a knowledge base

where articles can be classified into categories.

What are two benefits of using Data Categories with Salesforce Knowledge?

• ARTICLE OWNERS CAN TRACK

  VIEWS.

• ARTICLES CAN BE CLASSIFIED

  INTO GROUPS.

• ARTICLE ACCESS CAN BE

  CONTROLLED.

• ARTICLES CAN BE REFERENCED IN

  CHATTER POSTS.

Answer explanation

A benefit of Data Categories with Salesforce Knowledge allows controlled article access. For example, US

users could be limited to knowledge articles specific to US products vs European users only have access to knowledge articles regarding products exclusive to Europe.

Data Categories with Salesforce Knowledge allow

articles to be classified into groups which makes the articles easier to find.

Ursa Major Solar is looking to reduce support costs by allowing customers to work together to answer one another’s questions and solve problems

Which feature should a salesforce administrator use to allow its customers to interact with each other and share best practices?

• SITES USING EXPERIENCE CLOUD

  (FORMERLY COMMUNITIES)

• CAMPAIGNS

• OMNI-CHANNEL

• MASS EMAILS

Answer explanation

Sites using Experience Cloud are a great way to

share information and collaborate with people who are key to your business processes, such as customers, partners, or employees. This also includes collaboration between customers.

Which configuration action should be performed

to ensure every Case gets assigned to a valid

Owner?

• Setup Sharing Rules

• Setup Case Queues

• Define the Default Case Owner

• Set all Cases to be assigned to a single user

Answer explanation

Define the Default Case Owner in Support Settings.

Support Representatives at Ursa Major Solar want

the same technical engineer group to be

associated with each new case.

What should a system administrator define to

implement this requirement?

• Experience Cloud with Chatter

• Create a report for the technical engineer group to see cases they should be assigned to

• A sharing rule to share with all technical engineers

• A case assignment rule to associate the case team

Answer explanation

A case assignment rule to associate the case team

What is a potential benefit of using Suggested

Solutions?

• Use ideas to improve your service to your customers

• Reduced support costs

• Builds a customer community

• Get suggestions from your customers and employees

What Salesforce feature should a company

implement to provide a method for its resellers to

track their leads and opportunities?

• Turn on lead and opportunity tracking for customers

• Turn on leads and opportunities alerts

• Partner Site using Experience Cloud

• Create a report for customers to track leads and opportunities

Answer explanation

Partner users are Salesforce users with access to CRM objects, such as opportunities, leads, and campaigns. Partner users can access and modify the Salesforce data you share with them by logging in to a portal.

A system administrator enables Case Feed Actions

and Feed Items in Support Settings.

With the appropriate profile permissions enabled,

what change will users see?

Answer explanation

Cases use feed layouts rather than standard page

layouts.

Ursa Major Solar wants internal support requests

to be directed to any of the IT representatives.

They want external support requests to be

directed to customer support representatives

based on the contact's location.

What two settings should the system administrator use to set

this up?

Answer explanation

Assignment Rules & Queues

Gather customer support requests directly from

your company’s website and automatically

generate new cases.