
Admin part 3 and 4
Authored by jeremie DADA
Architecture
3rd Grade
Used 2+ times

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5 questions
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1.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
A Salesforce Administrator for Universal Rentals set up a case assignment rule with two criteria. What happens if a case does not meet either of the assignment rule criteria?
The case is assigned to the administator
The case is not assigned an owner
The case is assigned to the automation user
The case is assigned to the default case owner
2.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Which of the following are features of case management? (2 answers)
Case Auto Rejection rules
Case Spam Deletion rules
Accept Case Button
Case escalation rules
Case Email Creation rules
3.
MULTIPLE SELECT QUESTION
1 min • 1 pt
Which of the following are ture about configuring Web-to-Case? (3 answers)
A default case owner must be selected
A maximum number of cases that can be created daily must be set
Only standard case object fields can be captured on the webform
A default response template may be selected
HTML code must be generated and can be added to multiple websites
4.
MULTIPLE CHOICE QUESTION
1 min • 1 pt
The management at Cosmic Fix would like to make the case routing process more efficient in Service Cloud. Specifically, they are concerned that some support agents are receiving too many cases while others are not working on more than a few cases per week. Which feature would you recommend to make case routing more efficient?
Case Assignment Rules
Omni-Channel
Service Console
Case Queues
5.
MULTIPLE SELECT QUESTION
1 min • 1 pt
What situations can trigger an auto-response rule? (3 Answers)
Email-to-Case
Customer Portal Case submission
Case Escalation
SMS Case Submission
Web-to-Case Submission
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