Admin part 3 and 4

Admin part 3 and 4

3rd Grade

5 Qs

quiz-placeholder

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Admin part 3 and 4

Admin part 3 and 4

Assessment

Quiz

Architecture

3rd Grade

Practice Problem

Hard

Created by

jeremie DADA

Used 2+ times

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5 questions

Show all answers

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