Service and Support Applications

The marketing team is asked to provide branding and messaging for email templates to be used throughout the customer support process.In which two locations can the System Administrator implement customer-facing email templates with respect to Cases? Choose 2 options.

• Case Escalation Notifications

• Owner Assignment Notifications

• Case Auto-response Rules

• Support Reps' Send Email options

Answer explanation

Las auto-response rules te permiten enviar mails automáticament a leads o a casos según los atributos del registro.

Support Reps' Send Email te permite crear templates de los emails para que los usen los usuarios de soporte.

Ursa Major Solar needs to ensure compliance with a platinum service level agreement; therefore, cases that stay in the Tier 2 queue for longer than 4 hours must be re-assigned to the Tier 3 queue. Which Salesforce feature should be used to fulfill this requirement?

• Case comments

• Case assignment rule

• Case escalation rule

• Auto response rule

Answer explanation

Case escalation rules escalan automáticamente los casos cuando coinciden con el criterio definido en la rule entry.

Los case comments se usan para agregar notas a los casos.

Las assignment rules automatizan la generación de leads y de casos. Permite asignar esos registros a diferentes queues o usuarios según el criterio.

Las auto-response rules envian email automáticamente a los leads y casos según los atributos de los registros.

Ursa Major Solar tracks both user issues and customer issues. A user issue can be logged as: new, waiting for reply, closed. Customer issue can be logged as: new, working, closed. An administrator needs to track both case types. Which features should be used?

• Page Layouts and Process Builder

• Record Types and Support Processes

• Page Layouts and Record Types

• Workflows and Automated Case Users

Answer explanation

Los record types te permiten crear diferentes procesos de negocio, valores de la picklist, y page layouts a diferentes perfiles.

Which configuration action should be performed to ensure every Case gets assigned to a valid Owner?

• Create a Workflow Rule that checks for a blank Owner field.

• Configure a default value for the Case Owner field.

• Define the Default Case Owner in Support Settings.

• Create a Validation Rule based on the Created By field.

Answer explanation

Al asignar un default owner nos aseguramos que si un caso no coincide con los criterios de algún assignment rule, va a tener asignado a ese usuario

High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a queue called High Priority Queue."  An administrator needs to configure the case management process to implement this requirement.  How should the administrator achieve this goal?

• Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).

• Create an assignment rule to assign all cases where status = high to the high priority queue.

• Create a case milestone to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).

• Create an escalation rule to assign all cases where status = high to the high priority queue based on when the case is created.

Answer explanation

Los milestone son time-dependent pasos dentro del support process, como la primera respuesta o el tiempo de resolución.

Escalation rules automáticamente escala los casos cuando coinciden con el criterio. Se puede usar le campo "age" para ver cuándo fue la última respuesta del caso. Necesitamos escalar el caso cuando ''necesita una respuesta'', por eso usamos el campo age y no el created date. Pudo haber recibido varias respuestas o updates y la created date va a tomar mucho más tiempo.

Universal Containers wants to allow potential customers to submit Cases for technical inquiries. They do not have resources to set up a call center and need to make support available through another means.Which two options should they consider? Choose 2 options.

• Generate Web-to-Case HTML code to add to the website

• Adding a link for Auto-Response Rules for Solutions

• Adding a link to a specified routing address for Email-to-Case

• Implement a Lightning Partner Community with Knowledge

Answer explanation

Un web to case permite agregar un formurio a nuestra página, elegir los campos que queremos, y que creen un caso en Salesforce.

Un link y una auto-response rules no puede crear un caso.

Se puede configurar el Email-to-Case para crear casos cuando llega un mail a una dirección de correo específica.

Ursa Major Solar needs a case to be automatically created.  Which three features can an administrator use to accomplish this goal? Choose 3 options.

• Web-to-case

• Lightning for Outlook

• Email-to-case

• SMS-to-case

• Process Builder

Answer explanation

Lightning for Outlook pudee vincular los emails con Contacts, Leads, Accounts, Opportunities y Cases.

Salesforce no puede crear casos por SMS al menos que tenga un código custom o una app de AppExchange.

An administrator at Ursa Major Solar is configuring a workflow rule. What are two considerations for an administrator in this situation? Choose 2 options.

• Rule actions can take place immediately or can be time based.

• When a new rule is activated, each existing record is evaluated.

• Rules can be evaluated when records are created or edited.

• Before the Data Import Wizard is used, rules must be deactivated.

Answer explanation

Cuando se activan las reglas, estas solo funcionan con los registros que se creen después de su activación.

No hace falta desactivar las workflow rules a la hora de utilizar el Data Import Wizard.

Dentro de las configuraciones de las workflow rules podemos elegir si son time dependent o no.

Las reglas se pueden evaluar cuando un registro se crea, cuando se crea y se modifica, o cuando se crea y se modifica para cumplir con X criterios especificados.

Recordemos que igualmente a día de hoy (creo) Salesforce no nos deja crear más workflow rules, sino que nos recomienda utilizar Flow en su lugar