Salesforce

Service Cloud
Certification and Implementation Study Guide

Joe Poozhikunnel
EscambiaSoft Corp










EscambiaSoft Corp is a product development and Salesforce Consulting firm.
EscambiaSoft customizes and advises clients on Salesforce related
products including building apps for Salesforce App Exchange as well as
integrating with other external systems. To know more visit
http://www.escambiasoft.com
Aside from Salesforce we have our own product called StoreDocumentsin
which is a document management product. To know more about it visit
http://www.StoreDocumentsin.com

More details on EscambiaSoft can be seen at EscambiaSoft.com and can be reached via
[email protected].
The author can be contacted at [email protected]














Copyright © 2015 EscambiaSoft Corp
Every effort has been made in the preparation of this book to ensure the accuracy of the
information presented. However, the information contained in this book is sold without
warranty, either expressed or implied. Neither the author, nor EscambiaSoft Corp will be
held liable for any damages caused or alleged to be caused directly or indirectly by this
book.
All Trademarks & Copyrights are acknowledged as belonging to their respective owners.


Table of Contents
Introduction
Industry Knowledge
Factors that influence KPI
Key KPI for Customer Service
Key customer service metrics
Terminologies associated with call center
Call Deflection Techniques
Business Continuity
Knowledge Centered Service (KCS)
Contact Center and Call Center
Review Questions
Implementation Strategies
Use trust.salesforce.com
Service Cloud Implementation recommended path
Discovery Stage to implement Service Cloud
Steps for a consultant
Guidelines for case management tab
Different Types of Contact centers
Review Questions
Knowledge Management
Data Category
Data Category Setup
Default Data Category Visibility
Knowledge Articles
Knowledge Article Types
Knowledge Settings
 Knowledge Article Actions
Knowledge Actions
Knowledge Fun Facts
Review Questions
Case Management
Basic Structure
Customer Case Channels
Limitations of Web to Case
Communities
Case Tab vs Case Feed
Case Handling
Chatter
Publisher Actions and Layouts
Chatter Answer
Chatter Answer Zone
Data Category Assignment
Chatter Answer Fun Facts
Review Questions
Interaction Channel
Service Cloud Console
Introduction
Push Notification
Service Cloud Fun facts
Entitlements
Live Agents
CTI
Call Center
Omni Channel
Social Customer Service
Review Questions
Contact Center Analytics
 Service Monitoring
Automated Process Actions
Case Escalation
Entitlement Process
Reports and Dashboards
Review Questions
Integration and Data Management
Data loading Articles
Review Questions
Test your knowledge
Answers


























Introduction

Salesforce Service Cloud is Salesforce line of product to support call center and contact
center for customer support and collaboration. Using service cloud would benefit better
management of your customers, services and staff that manage these services. It also
provided additional benefits to the organization in terms of monitoring, analytics and
reports to correcting or improve the process to increase a sustainable revenue and reduce
overall cost. It simply gives you a 360 degree view of your customers.
This book is primarily for the purpose of understanding service cloud for implementers
who are interested in passing the Salesforce Service Cloud Certification exam. The book
focuses on understanding the material and review them through series of exam type
questions. This avoids wrought memorization which will not help in this examination as
well as for you as a consultant for service cloud implementation for your clients.
Even if you are not interested in getting the certification this book would help you
understand Service Cloud and it features that you could use in the implementation. Simply
put you become an expert and provide services to your client wherein you can give them
timely advice as well provide the correct optimization for their services. One of the good
things in learning for a certification exam is the ability to understand all the features that
exists within the system hence improving your skills as well as the ability to advise
customers in the right direction.
I always believed there are several ways something can be done. Like in any Software
Project one of the principles of Software Development is do not reinvent the wheel.
Simply stated knowing that there is an alternative way for various customization or
implementation, you would see the several features available through Salesforce. For
example for Social Usage there is the Salesforce and Twitter App from App exchange.
Yet another principle is everything cannot be solved by the golden hammer. This is
absolutely true simply because there are different ways you could do something and it’s
important to understand which would be the correct way to do it. For example you can use
Workflow in some cases and can avoid creating a trigger. Understanding why and when
certain processes are used will help you make the right decision for your customers
quickly and with less constraints or concerns.
This book is designed around the requirements as defined in the Salesforce Certified
Service Cloud consultant guide. For this reason you would see the contents are created
around the learning objective for the exam.




Industry Knowledge

This is vast area and we could discuss several volumes on it. Hence to keep it simple our
intention is to give only sufficient background information and deliberately keep this
section small. Therefore we give only some of the salient points to remember or refresh if
you have a background in the service industry.

Factors that influence KPI

KPI is acronym for Key Performance Indicators. For service center there are primarily
three KPI’s.
They are -:
1. Customer satisfaction
First Call Resolution or FCR reports provide indication of Customer satisfaction
2. Cost of Service
Average handle time (AHT) reports can be used to provide the cost of service for
handling customer services.
3. Revenue
Retention of customer as a driver for revenue

Key KPI for Customer Service

These KPI provide better insight into Customer Services

Agent Productivity
Customer Metrics
Customer Service

Key customer service metrics

Obtaining the following metrics at contact centers would provide as inputs in
measuring the Key KPI for customer services.
Call / hr.
First call resolution
Average Handle time
Average wait time
Abandonment rate
Completion rate


Terminologies associated with call center

ACD : Automatic call distribution

Automatic Call Distribution or ACD, is a tool commonly used in the telephony
industry. ACD systems are commonly found in any office that handles a large
volume of inbound calls. The primary purpose of an Automatic Call Distributor is
to disperse incoming calls to contact center agents or employees with specific skills

IVR: Interactive Voice Response

Interactive Voice Response (IVR) is an automated telephony system that interacts
with callers, gathers information and routes calls to the appropriate recipient.

PBX: Private Branch Exchange

A PBX (private branch exchange) is a telephone system within an enterprise that
switches calls between enterprise users on local lines while allowing all users to
share a certain number of external phone lines.

ANI : Automatic Number Identification

Automatic number identification (ANI) is a feature of a telecommunications
network for automatically determining the origination telephone number on toll
calls for billing purposes.

CTI : Computer Telephony Integration

Computer telephony integration, also called computer–telephone integration or
CTI, is a common name for any technology that allows interactions on a telephone
and a computer to be integrated or coordinated.

Call Deflection Techniques

Avoiding direct phone calls by allowing customers to adopt other channels to solve their
issue is call deflection technique. Some of the techniques are -:
Email
Web
Chat
Social Media Channels

Business Continuity

Business continuity is needed in case of an emergency. The agents have to route their calls
and be trained to handle for any contingency plan. Also it’s important to understand and
maintain the SLA.

Knowledge Centered Service (KCS)

The core tenets of KCS are -:
Create content in solving the problem
Evolve the content
Develop Knowledge Base
Reward learning, sharing and collaboration.

Contact Center and Call Center

Contact centers the request are via phones and data applications.
Call center the request is only by phone.


Review Questions

1. A contact center manager wants to measure the impact of a new customer care
program.

What can be used to measure an increase in customer satisfaction? Choose 2
answers.
1. Service level agreement
2. First call resolution
3. Average handle time
4. Customer satisfaction survey


2. The manager of large credit card contact center needs to understand how many
customer call daily to check their balance without speaking with an agent.

Which system would be used to generate the report?

1. Interactive Voice Response
2. Automatic Call Distributor
3. Private Branch Exchange
4. Time and Attendance


3. Universal Containers analyzes key performance indicators (KPIs) and discovers
that customer satisfaction is decreasing. The company attributes the decrease in
customer satisfaction to allow first–call resolution rate. What can be done to
improve the first–call resolution rate? Choose 2 answers.
1. Reduce the cost per call
2. Align agent performance goals with KPIs
3. Train support agents
4. Hire additional support agents


4. Universal Containers CFO is looking for ways to reduce contact center costs.
Which customer service metric should the CFO monitor to reach the budget goals?
(Choose 2)
 1. First call resolution
2. Average handle time
3. Upsell percentage
4. Customer retention

5. Universal Containers’ contact center manager needs to measure the following
metrics. Agent productivity– Customer satisfaction.
Which report should a consultant recommend? (Choose 2)
1. Average handle time
2. First contact resolution
3. Average speed to answer
4. Escalation rate

6. Universal Containers needs to ensure it is staffing enough agents to answer calls at
times of peak volume. In addition, the company needs to report on the metric listed
below. Average handle time (AHT), Adherence to service level agreements
(SLAs) Which data source would Universal Containers need in order to gather this
information? Choose 3 answers.
1. Automatic Call Distributor /ACD)
2. Entitlements
3. Workflow Management (WFM)
4. Chat log history
5. Interactive Voice Response (IVR)


7. Which contact center type is most likely to implement Information Technology
Infrastructure Library (ITIL) to align with industry best practices?
1. Information Technology (IT) help desk
2. Telesales center
3. Human Resources (HR) help desk
4. Telemarketing center

Implementation Strategies

Use trust.salesforce.com

Shows the scheduled downtime of the instance
Any online threat
Past and Current state of the instance
Service Cloud Implementation recommended path

Security – Identify the security mechanism currently used including the roles and
hierarchy and different access levels within the organization
Account – Create or upload all the accounts
Contacts – Create or upload all contacts
Activities – Upload all open activities
Cases – Upload all closed and open cases
Service Cloud Console – Create an appropriate console for the type of users and
their interaction channel.
Discovery Stage to implement Service Cloud

Identify and get the Org chart
Obtain process maps and existing training documentation
Sample of all reports used by the center
Prepare the requirements document
The current systems list of fields and validation rules.
Steps for a consultant

Create the project plan
Analyze and collect all possible requirements
Project Design including interaction diagram, sequence diagram and use cases.
Build cycle which is the coding cycle
Validate the build – Run it against the sandbox iteratively as the build progresses
Finally deploy to production preferably in stages so the transition can be smooth
and effective.
Guidelines for case management tab

Max of only 50 fields
Max of 5 Record types for page layout
 Max of 20 assignment rules
Different Types of Contact centers

1. Customer Service : High turnover environment
2. Field Services: Need automatic routing system
3. Telesales: High volumes are associated with this contact center. High lead
generations.
4. Technical Support: Free or fee based entitlement service
5. Help Desk: Areas companies try to reduce cost.

Review Questions
1. A consultant is working on a Service Cloud implementation with a fixed budget
and timeline. The analysis phase of the project has just been completed. Additional
requirements were discovered that will result in the project exceeding timeline and
budget constraints. What is the first step the consultant should take to address the
issue?
1. Adjust the dates in the project plan to account for the additional
requirements and communicate the new timeline.
2. Add development resources to the project team to build out the additional
requirements.
3. Adjust the project scope to accommodate new requirements and continue
with the original project schedule
4. Document the requirements gap and communicate development options
to the project team

2. The project manager on a Service Cloud implementation is responsible for
coordinating user acceptance testing (UAT) for a customer. Which tasks should be
completed prior to UAT? (Choose 2)
1. Verification of the production migration checklist
2. Approval of test scripts from the business lead
3. Verification that sample data has been loaded
4. Fund customer approval on training materials

3. Universal Containers is developing a business continuity plan for their contact
centers. What should the company consider? Choose 2 answers
1. Recovery point objective
2. Criteria for plan activation
3. Site consolidation
4. Opens access to systems

4. Universal Containers is implementing the Salesforce Service Cloud in its contact
center and has requirements listed below. 2.000 agents are implemented
globally 24/7 operations Open case data will be migrated from a legacy
system New cases will be created in one system only. Which deployment method
should be recommended?
1. Migrate case data and deploy to all users at office
2. Migrate agents to Force.com Connect Offline during deployment
3. Deploy in phases using countries as pilots
4. Deploy based on the number of trainers available

5. Universal Containers is setting up a field service dispatch contact center. Which
 functionality should be considered when designing the contact center? (Choose 2)
1. Chatter groups for customer
2. Mobile access to case information
3. Visibility into service entitlements
4. Predictive dialer for outbound calls


Knowledge Management

Data Category

Data categories can be used by Salesforce Knowledge and Chatter Answers to help users
classify and find articles or questions. Administrators can use data categories to control
access to articles and questions.
Salesforce Knowledge supports a five-level hierarchy of data categories within each
category group. You can classify articles in the knowledge base according to multiple
categories that make it easy for users to find the articles they need. For example, to
classify articles by sales regions and business units, create two category groups, Sales
Regions and Business Units. The Sales Regions category group could consist of a
geographical hierarchy, such as All Sales Regions as the top level, North America,
Europe, and Asia at the second level, and so on.
In chatter answers zone, data categories help organize questions for easy browsing. Each
chatter answer zone supports one category group.

Data Categories is available through setup as shown in the figure below.

Data Category Setup
This is where the Data Category is setup and the hierarchy created as shown in the figure
below.

An interesting fact here is it shows where the category is currently used.

You can create up to three category groups with a maximum of five hierarchy levels in
each group. Each category group can contain a total of 100 categories.
For Chatter Answer only the top level category can be selected in the zone.

Default Data Category Visibility

If users, have roles then the data category visibility is set for the role which determines the
visibility of the category as shown in the figure below.

If roles does not exists then it can be set by the visibility settings on the Data Category
Page.

Knowledge Articles

Salesforce Knowledge is a knowledge base where users can easily create and manage
content, known as articles, and quickly find and view the articles they need.
Knowledge is Salesforce feature and needs to be added to your org. After the feature is
added it needs to be enabled. Once enabled knowledge settings are visible from the setup
as shown in the figure below.

If you want visitors to your public website to view Salesforce Knowledge articles, install
the Public Knowledge Base app from the AppExchange.

In the following sections we would be discussing the highlighted sections for a deeper
dive simply because it’s the core of Knowledge. The other are self-explanatory based on
the previous discussions.

Knowledge Article Types

Knowledge Article Types define the look and feel of the article, including its fields,
layouts and templates. As an example you can have an article type of FAQ, Product
Manual etc.
Permissions for Article Types are disabled for all profiles by default. You can enable
object permissions in permission sets or by editing custom profiles.
After the creation of the Article Type Administrators can setup various other features
within the article type as shown in the figure below.

Channel display allows the article type to be displayed as a tab or table of content for the
various channels where knowledge is available.
Compact layout is for Salesforce1 for optimal mobile viewing.
Different communication channels can be selected for example the email channel as
defined in the figure above would only provide a selection fields when email used to send
an article.

Knowledge Settings

Knowledge settings has several settings. Some of the important settings are -:
Validation status field tracks state of the article
Add external multimedia
Add summary settings for the various channels.
Knowledge One settings like highlight and autocomplete
Case Settings to allow create article directly from a case.
Language Settings. Single or Multiple languages.
Chatter Answer setting allows articles to be created directly from a reply.

Article Channels

It’s the avenue through which the articles are available. Salesforce offers 4 types of
channels and 1 custom channel.
1. Internal App
2. Customer Community
 3. Partner Community
4. Public knowledge base available through app exchange
Knowledge Article Actions

There are several Article Actions. They are -:
1. Publish Articles
2. Archive Articles
3. Edit Published and Archived Article’s
4. Delete Articles

Article actions control the access based on public groups. By default users with the
Manage Articles permission can perform all actions. To restrict access to each action
Administrators will have to create a public group and assign it to each of the article action
shown in the figure below.

Knowledge Actions

Knowledge Actions are associated with workflow action to an article type. Any article
type can be associated with an action. The action can be publish or publish as new. The
can then later be associated with Rules, Approval Process or Entitlement Process.
Articles are NOT published after approval. They have to be manually or through the
workflow.
The workflow does not affect published articles.
Triggers are NOT possible on articles.

Knowledge Fun Facts

 Type of users involved with knowledge are -:
Article Manager
Knowledge Agent
Article type must exists before creating or turning on knowledge for the team.
Salesforce users with full license have the ability to read published articles
Knowledge user license is needed if you want to create, edit or delete published
articles.
Data categories can be associated with article types.
An agent can attach an article to a case from the article related list on a case.
Salesforce stores 10 versions of the article.
Knowledge integrates with Service Cloud Console and Agent Chat.
Knowledge is enabled for case feed on the case page layout.
Knowledge has enhanced reporting and analytics capability.

Differences between Files, Salesforce CRM content, Knowledge, Document Tab and
Attachments

Salesforce
Files CRM Documents
Tab Content Knowledge Tab Attachments

Publish and
Upload, share
store and corporate Create and
share files and manage
files in deliver them content as Resource, Attach files to
Purpose the cloud to customers articles logo etc. records

Create
content pack Edit and
for publish on Add files to
Use Use it in presentations different specific
Case chatter etc. channels Custom logo records.

Review Questions

1. A contact center manager needs to restrict who can create an FAQ Article Type
within Knowledge. What should a consultant recommend to accomplish this
requirement?
Choose 2 answers.
1. Set the organization wide default to private and create sharing rules for the
FAQ article type.
2. Enable the Manage Articles permission for the publisher profile and
assign it to users.
3. Hide the Article Management tab for users who should have read only
access to articles.
4. Create a publisher profile that includes create access on the FAQ article
type.
1. A team of publishers has created and published articles in Salesforce Knowledge.
The manager of the help desk wants to verify that the articles are useful to agents.
Which reports can the help desk manager use to determine the quality of the
articles? (Choose 2)
1. Report on the articles attached in cases.
2. Report on articles followed in Chatter.
3. Report on agent ratings on articles
4. Report on agent feedback on articles

3. Customer Portal/Community Users can View, Create and Search Notes and
Attachments on Custom Objects
A. True B. False

4. To manage the publishing lifecycle for articles in Salesforce Knowledge, the
contact center director wants to provide article with various publishing capabilities.
What configuration should be recommended to meet this objective?
1. Assign article managers to public groups and specific article actions to
each group.
2. Assign article managers to publication teams and specific article actions to
each team.
3. Assign article managers to public groups and specific publication states to
each group.
4. Assign article managers to publication teams and specific publication states
to each team.

5. Universal Containers has deployed a customer portal with Knowledge and would
like to measure customer portal adoption and the effectiveness of the portal. Which
metric should be used to measure portal usage Choose 2 answers
1. Number of article created per agent
2. Total number of cases created since implementing portal
3. Number of cases submitted via email
4. Most popular articles based on views and rating

6. Universal Containers has four internal divisions that use Salesforce Knowledge.
Compliance requirements indicate each division should have access to its own
articles when performing a search. What solution should a consultant recommend
to meet this requirement?
1. Create a sharing rule for each division to provide access based on criteria of
the article
2. Create a sharing rule for each division to provide access using the role
hierarchy
3. Create a single data category group for each division and provide access
using the role hierarchy
4. Create separate data category groups for each division and assign the
category to a division profile

7. Universal Containers implemented Salesforce Knowledge two months ago. Now,
the Help Desk manager wants to know if the agents are properly leveraging the
new knowledge base. What metric can the manager use to measure the adoption of
Knowledge? Choose 2 answers
1. Create a report that displays the number of article searched during the past
two months.
2. Create a report that displays the number of articles associated to data
categories during the past two months.
3. Create a report that displays the number of cases with articles attached
during the past two months.
4. Create a report that displays the number of new articles created during
the past two months.

8. Universal Containers is implementing Salesforce Knowledge at its contact center.
The contact center has a dedicated support team for each product that it supports.
Contact center agents should only be able to see new articles for the product they
support. What solution should a consultant recommend to meet this requirement?
1. Assign team–based roles to the associated product data category value
2. Assign team–based profiles to the associated product article type
3. Assign team–based profiles to the associated product data category value
4. Assign team–based roles to the associated product article type

9. Universal Containers is using the Service Cloud in its contact center. The contact
center manager wants to deploy Chatter Answers. What should a consultant
recommend to integrate Chatter Answers into its Service Cloud implementation?
Choose 2 answers.
1. Use the close and resolve button to close a case and mark the question
resolved.
2. Allow administrators and trusted community members to escalate
questions to cases.
3. Create draft Knowledge articles from replies using the promote to
article button.
4. Display up to three category groups to help organize questions for easy
browsing.

10. Which Service Cloud tool requires the least agent involvement to resolve a
customer issue?
1. Salesforce for Twitter
2. Live Agent
3. Salesforce Knowledge
4. Open CTI

Case Management

Case Management is the core of Service Cloud. Case Management deals with support for
your Accounts and Contacts.
Basic Structure

To understand Cases lets understand the relationship cases have with Account and Contact
objects
Case is a SObject and you can get to it by setup -> customize -> Case. In the setup panel
you would see the Cases as highlighted below.

To better understand Case let’s look at the schematic representation with regard to their
relationship to accounts and contacts. As seen in the figure below a Case record is tied to
Account, Contacts and Assets.


Now let’s focus on the case object itself. When looking at the case object the Account,
Assets and Contacts are lookup objects for case. So in a Parent – Child relationship, the
Case is the Child and is related to each of the objects mentioned. Hence Case will be a
related list in the Account, Asset and Contact record. In Salesforce as an example the Case
is related to an Account and an Account is parent to case, similarly for the Assets and
Contacts. Understanding this relationship is very important.


Hence an Account, Asset and Contact can have a related list in their detail page containing
Cases as seen in the example below.

Therefore Cases can be considered as issues, incidents or support request from customers
and can be associated with an Account or a Case.

Customer Case Channels

So how does the Case get created? Cases are created from different channels.
The different Channels are -:
1. On Demand Email To Case

On-Demand Email-to-Case helps your company efficiently resolve customer
inquiries via email. Salesforce automatically creates cases and auto-populates case
fields when customers send messages to email addresses you specify. It has
limitations on the number of emails to case volume.

On-Demand Email-to-Case lets you process customer emails up to 25 MB in size.

1. Set the Default Case Owner and Automated Case Owner for your organization.
2. Enable and configure Email-to-Case.
3. Enable and configure On-Demand Email-to-Case.
4. Configure your routing address settings to customize the way Salesforce
handles your customer emails.
5. Test your email routing addresses by manually sending emails to them and
verify that these emails convert to cases based on their routing address settings.
6. Add the email address that you configured to your company’s support website.
This is the email address customers can use to submit cases to your support
team.
7. Add the Emails related list to the Cases page layout.
8. Optionally, create templates agents can use when replying to email. These
templates can include merge fields that display information from the original
email in the reply.


2. Email To Case

Email-to-Case requires downloading the Email-to-Case agent. This lets you keep
all email traffic within your network’s firewall and accept emails larger than 25
MB. You must install this agent on your local machine before Salesforce can
process your company’s support emails

Email-to-Case helps your company efficiently resolve and correspond with
 customer inquiries via email. Salesforce automatically creates cases and auto-
populates case fields when customers send messages to email addresses you
specify.
1. Email-to-Case requires downloading the Email-to-Case agent. This allows you
to keep all email traffic within your network’s firewall and accept emails larger
than 25 MB from customers.
2. Install the agent behind your network’s firewall.
3. Enable Email-to-Case and configure your Email-to-Case settings.
4. Configure your routing address settings to customize the way Salesforce
handles your customer emails.
5. Test your email routing addresses by manually sending emails to them and
verify that these emails convert to cases based on their routing address settings.
6. Add the email address that you configured to your company’s support website.
This is the email address customers can use to submit cases to your support
team.
7. Add the Emails related list to the Cases page layout.
8. Optionally, create templates agents can use when replying to email. These
templates can include merge fields that display information from the original
email in the reply

The subject of the email is added to the Case description and NOT to case
comments. The same is applied for replies to cases.

Is there a size limit for attachments using Email-to-Case?
Email attachments using On-Demand may be up to 25 MB. There is no attachment
size limit when using the Email-to-Case agent.

How can I prevent spam from becoming cases?
You can limit spam through the following options:
• Create a black list rule to reject emails from specified IP addresses.
• Download spam filter apps from AppExchange.
To create Email to Cases or On Demand Email to Case got to Setup -> Customize ->
Email to Case.
To create cases from Outlook both the Enable Email to Case and Enable on Demand
Service needs to be selected. After you enable Email to Case you can’t disable it.


3. Web To Case
Gather customer support requests directly from your company’s website and
automatically generate up to 5,000 new cases a day with Web-to-Case. This can help
your organization respond to customers faster, improving your support team’s
productivity.
Before you set up Web-to-Case:
1. Create custom case fields, if needed.
2. Create a default email template for the automated notification that will be sent
to your customers when they submit a case.
3. Create case queues if you wish to assign incoming cases to queues as well as to
individual users.
4. Select the default owner of cases that don’t meet the criteria in your assignment
rule.
5. Create an active case assignment rule to determine how web-generated cases are
assigned to users or put into queues.
6. If you do not set an active assignment rule, all web-generated cases are assigned
to the default owner you specify in the Support Settings as shown in the figure
below.

Web to Case setting are located under Serf-Service option in Salesforce and NOT in
the Case customization region.

Web to Case HTML Generator lets you generate a web page that you can host from
your company’s web site. This makes it easier to customize and create a web page
appropriate for your case creation mechanism.
Fun Stuff: If you want to test the Web-to-Case form, add the line <input type=“hidden”
name=“debug” value=“1”> to the code. This line redirects you to a debugging page when
you submit the form. Don’t forget to remove it before releasing the Web-to-Case page to
your website.

Limitations of Web to Case

Web-generated cases are automatically linked to the relevant contact and
account based on the customer’s email address.
Salesforce runs field validation rules before creating records submitted via Web-
to-Case and only creates records that have valid values. All universally required
fields must have a value before a record can be created via Web-to-Case.
The format for date and currency fields captured online is taken from your
organization’s default settings - Default Locale and Currency Locale.
Salesforce doesn’t support rich text area (RTA) fields on Web-to-Case forms. If
you use RTA fields on your forms, any information entered in them is saved as
plain text when the case is created.
If your organization exceeds its daily Web-to-Case limit (5000 Cases), the
default case owner (specified in your Support Settings page) will receive an
email containing the additional case information.

What is the maximum number of web cases we can capture?
You can capture up to 5,000 cases in a 24–hour period. If your company generates
more case requests than that, click Help & Training at the top of any page and select
the My Cases tab to submit a request for a higher limit directly to Salesforce Customer
Support. When your organization reaches the 24–hour limit, Salesforce stores
additional requests in a pending request queue that contains both Web-to-Case and
Web-to-Lead requests. The requests are submitted when the limit refreshes. The
pending request queue has a limit of 50,000 combined requests. If your organization
reaches the pending request limit, additional requests are rejected and not queued. Your
administrator receives email notifications for the first five rejected submissions.
Contact Salesforce Customer Support to change your organization’s pending request
limit.
Who owns new web-generated cases?
Your administrator can set an active case assignment rule to automatically assign web-
generated cases to users or queues based on specific criteria in those cases. Cases that
do not match any of the assignment rule criteria are assigned to the Default Case
Owner specified in the Support Settings.

How do I specify which information to capture?
When you generate the HTML for your company’s website, you can choose which
standard or custom case fields for which you want to gather information. You must
create the custom case fields prior to generating the HTML code.
Can I capture cases from multiple web pages?
Yes. Insert the generated HTML code into the web pages from which you want to
capture cases. Whenever someone submits information on any of those web pages, a
case will be created.

What status and origin are assigned to Web-generated cases?
New Web cases are marked with the default status that your administrator selected
from the Case Status picklist values. The default value for the Origin field is
determined by your administrator when setting up Web-to-Case.

How can I be sure that cases won’t be lost?
If your organization exceeds its daily Web-to-Case limit, the Default Case Owner
(specified in the Support Settings) will receive an email containing the additional case
information. If a new case cannot be generated due to errors in your Web-to-Case
setup, Customer Support is notified so that we can assist you in correcting it. If your
organization is using On-Demand Email-to-Case, Salesforce ensures that your cases
won’t be lost if users submit them during a scheduled Salesforce downtime.

How is the “Age” calculated in case reports?
The Age of an open case is the time that has elapsed from its creation to the present.
The Age of a closed case is the elapsed time from its creation to the time it was closed.
Case reports display a drop-down list labeled “Units” that lets you choose to view the
Age in days, hours, or minutes.
Age is important in determination of the escalation rule.
 How do I avoid Web-to-Case spam?
Avoid receiving spam in your Web-to-Case forms by using the following solutions:
Creating validation rules.
Utilizing CAPTCHA.
Using Web services.



Communities

Communities are an important part of any service.
Communities are branded spaces for your employees, customers, and partners to connect.
You can customize and create communities to meet your business needs, then transition
seamlessly between them. Communities are a great way to share information and
collaborate with people outside your company who are key to your business processes,
such as customers or partners. You can use Communities to:
Drive more sales by connecting your employees with your distributors,
resellers, and suppliers
Deliver world-class service by giving your customers one place to get answers
Manage social listening, content, engagement, and workflow all in one place.
You can create multiple communities within your organization for different
purposes. For example, you could create a customer support community to
reduce support costs, or a channel sales community for partner deal support, or
you could have a community specifically dedicated to an upcoming event.
Communities can be based on standard Salesforce functionality and tabs, or one
of our preconfigured templates. Communities may contain a subset of features
and data available in your internal Salesforce organization and can be
customized to use your company branding. In addition, you can choose which
members from your company and which customers, partners, or other people
outside your company can join.
Communities live inside your organization and are easily accessed from a drop-down
menu in the top left corner of Salesforce or in the Salesforce1 Mobile Browser App. Use
this menu to switch between your communities and your internal Salesforce organization.
This done in the profiles where you need to enable the view global headers.
Before setting up communities you would need to make a few key decisions.
Determine the business requirements of the community. What types of users are
you creating the community for? You could start by identifying the main use
cases you want to support, such as customer support, self-service, or marketing.
Estimate the size of the community. This will help determine your licensing
 requirements. Key determination for partner or customer community and
community plus
Decide if you want your community content to be publicly available to guest
users without licenses.
Plan the look-and-feel of your community and then evaluate the available
customization options.
With Communities, you have the following choices:
– Use Visualforce to customize the out-of-the-box community tabs:
Communities comes with some out-of-the-box branding themes that you
can use along with standard Salesforce tabs in your community. In addition, you
can use Visualforce to extensively customize your community’s appearance and
leverage all the capabilities of the Force.com platform. This option requires
programming capabilities.
– Use Community Builder with templates: Community Builder comes with
rich, stylized templates for communities targeted at customer support scenarios.
Templates offer easy customization via an intuitive GUI and allow for a quick
rollout of your community with minimal configuration in Site.com. This option
doesn’t require programming experience or knowledge of the Force.com
platform.
A key question to your customers is should it be a community or an unauthenticated site.
Sites are used to display content and are unauthenticated by salesforce. You can create
your own authentication and customization. The table below gives the key differences.

Community Sites

Public pages Yes Yes

Community templates (Koa, Kokua, Napili,

Aloha) Yes

Authenticated pages* Yes

Visualforce pages Yes

Out-of-the-box login, logout, self-

registration, and error pages Yes Yes

Drag-and-drop environment Yes Yes

Reusable components Yes Yes

 Pixel-perfect designs Yes Yes

IP restrictions Yes

Access to data, such as cases, leads, and

opportunities Yes

Ready-made forms Yes

CMS Yes

Programmatic page creation (using Apex,

APIs, and controllers) Yes

Web applications Yes

Analytics, reports, and workflows Yes

Full Force.com platform capability Yes

Now with sites out of our way let’s discuss more on communities.
Communities are created in the communities settings as shown below.

There are primarily two types of communities
1. Portal Communities.
2. Customer Communities

When creating communities in the community setting you have an option to setup number
of roles when a community is created. Minimize this setting for improved performance.
The roles are created only for Partner Communities and Customer Plus communities NOT
for Customer communities. Customer Communities do not have roles associated with
them. They are meant for High Volume Customer usage and have limited capabilities.
For partner and community plus you can create Super User Access.
Granting super user access to external users in your community lets them access additional
data and records, regardless of sharing rules and organization-wide defaults. Super users
have access to data owned by other partner users belonging to the same account who
have the same role or a role below them in the role hierarchy.
Super user access applies to cases, leads, custom objects, and opportunities only, but
external users have access to these objects only if you exposed those using profiles or
sharing and added the tabs to the community during setup.
External users with Portal or Community Plus having the “Run Reports” permission can
view and modify report options so that they can summarize and filter reports

Sharing Set

Grant portal or community users access to records that are associated with their accounts
or contacts using sharing sets, based on their user profiles. Sharing set is seen as an option
with community settings.

A sharing set grants access to any record that have a lookup field to an account or contact
that matches the user’s account or contact. Simply the Account or Contact is a parent to
the record that is being provided access.
Access mapping in the sharing set, supports indirect lookups from the user and target
record to the account or contact. You can determine the objects to use in the access
mapping, and they must both either point to an account or contact as shown in the figure
below. Simply put it means you can get indirect access to records that you have no direct
association.


Some use cases that would make the concept clearer.
Grant users access to all cases related to their account or contact record.
Grant users access to all cases related to a parent account or contact that is
identified on the user’s account or contact record.

You can use sharing sets to grant access to accounts, contacts, cases, service
contracts, users, and custom objects.
Sharing sets can be used with these user profiles:
Authenticated Website
Customer Community User
Customer Community Login User
High Volume Customer Portal
High Volume Portal
Overage Authenticated Website User
Overage High Volume Customer Portal User

This simple view can give a better explanation of Customer and Partner communities

High Volume Portal User Customer Community

Authenticated Website Customer Community

Customer Portal Manager Standard Partner Community

Customer Portal Manager Custom Partner Community

Fun Facts about communities:
Community user cannot be associated with a person account
 Email templates are setup within communities rather than at org level
Tasks marked public is available to partner portals
Search possible with chatter enabled.
Permission to communities is based on profiles and permission sets.
Self-registration is available to both partner and customer community users.
Self-registration must be enabled.
External users cannot be deleted but only deactivated.
Profiles and permission sets associated with a community cannot be deleted
from SFDC.
Communities can exists in various stages Preview, Offline or Published.
A record should have Enable Customer or Portal users to allow it to be available
in the community.
External users cannot edit case comments, associate assets with a case or delete
a case.
Community users cannot refresh the dashboard.
Only partner community users can access dashboards and reports. Exception to
Community PLUS users.
Self-registration will not work unless the CommunitySelfReg controller is
associated with an AccountID and ProfileID.
Reputation levels allow community members gain points.
Community Analytics available when Salesforce Analytics packages are
installed.

High Volume Community

High-volume community users are limited-access users intended for organizations with
many thousands to millions of community’s users.
Unlike other community users, high-volume community users don’t have roles, which
eliminates performance issues associated with role hierarchy calculations.
High-volume community users include the Customer Community, High Volume Customer
Portal, and Authenticated Website license types.
High-volume community users

They are contacts enabled to access a community.
They are assigned to the Customer Community, High Volume Customer Portal,
or Authenticated Website license.
Only share the records they own with Salesforce users in sharing groups.

Access to Records

High-volume community users can access records if any of the following
conditions are met:
They have “Update” access on the account they belong to.
They own the record.
They can access a record’s parent, and the organization-wide sharing
setting for that record is controlled by Parent.
The organization-wide sharing setting for the object is Public Read Only
or Public Read/Write.
Administrators can create sharing sets to grant high-volume community
users additional access to records.

Limitations of high volume community users

High-volume community users can’t manually share records they own or have
access to.
You can’t transfer cases from non-high-volume community users to high-
volume community users.
High-volume community users can’t own accounts.
You can’t add case teams to cases owned by high-volume community users.
You can’t include high-volume community users in: – Personal groups or public
groups. – Sharing rules. – Account teams, opportunity teams, or case teams. –
Salesforce CRM Content libraries. These limitations also apply to records
owned by high-volume community users.
You can’t assign high-volume community users to territories.


Share Group

High volume community users can share records that they own by Sharing Group as seen
in the figure below. They cannot share it but the sharing is created by the Administrator
hence others can access the records.


The share groups is created by adding the groups or roles as shown in the figure below.

Visibility can be further refined using Data Categories.

Fun Facts on Community Styling

Community pages can be styled using community builder and a templated style can be
applied to it.
Below is some interesting facts on it.
1. Kokua: A visually rich, responsive self-service template that lets users search for
and view articles or contact support if they can’t find what they’re looking for.
Supports Knowledge and Cases.
2. Koa A text-based, responsive self-service template that lets users search for and
view articles or contact support if they can’t find what they’re looking for. Supports
Knowledge and Cases.
3. Napili A powerful, responsive self-service template that lets users post questions to
the community, search for and view articles, and contact support agents by creating
cases. Supports Knowledge, Cases, and Questions & Answers.
4. Aloha A configurable App Launcher template that lets users quickly find
applications and access them using single sign-on authentication.
5. Salesforce Tabs + Visualforce Standard Salesforce structure and tabs that you can
customize using Visualforce. Supports most standard objects, custom objects and
Salesforce1.

Tabs vs. Community Builder

There is a question when to use Tabs or Community Builder. Below are pros and cons for
it.
Tabs Selecting the Salesforce Tabs + Visualforce template when creating your community
means you will use out-of-the-box Salesforce tabs or Visualforce pages.
Pros
Some theming options available out-of-the-box for tabs
Support for all sales, service, marketing, and platform features
Full Force.com platform capability Cons
Visualforce is the preferred approach for better customization, yet Visualforce
requires coding capability
Requires some knowledge of the Force.com platform
Community Builder selecting one of the preconfigured templates when creating your
community means that you will use the WYSIWYG user interface of the Community
Builder.
Pros
Out-of-box app targeted at self-service communities
More CSS styles available
Great for a quick rollout of simple self-service community use case Cons
Limited to self-service functionality (cases, Salesforce Knowledge, and Chatter
Questions)
Doesn’t support other sales, service, or platform use cases
Doesn’t have full platform capability
Note: You can enable public users to communities who can see chatter and other feeds but
not records on the community page.
You can make your community page SEO (Search Engine Optimized) by creating
Robots.txt and Sitemap.xml files in the visual force page location and then providing the
link to those pages in the settings page.
Users can be associated with a person account, if enabled for the org. But there is an
impact when this is done.
Contacts inherit visibility of accounts
Two records created for each customer
This feature cannot be turned off once enabled.

Customer Community Summary

Access to support cases, accounts, contacts and knowledge articles
Ten custom objects supported
Partner Community Summary

All the features in Customer community included
Collaboration with partners directly on leads
Role based sharing
Delegated administration
Ability to run and export reports
Dashboards available.

Community Case Feed

The community case feed lets community users and support agents see all case
interactions in a unified feed, and lets agents take more actions directly from the console.
To set up the community case feed, enable it in your organization and make sure that the
case page in your community is properly configured.

Case Tab vs Case Feed

Case tabs are standard with all salesforce org. Case Feed needs to be enabled to be
available.
Why Case Feed? Case feeds are enabled instead of the regular tab for high volume multi-
channel interaction by support service agent and customers.
Case Feed is a new look and feel to the standard Case page layout. It is considerably
different than anything else within salesforce and its primary purpose is to increase agent
efficiency by presenting information faster and by allowing agents to “action” the Case
with less clicks and steps. It sits very nicely within the Service Console (although that isn’t
mandatory) and combined with it, salesforce gives service agents a streamlined
experience.

To turn on case feed go to Cases -> Support Settings

Support Settings also has additional settings of importance

Notification to Contacts and Case Owner for case comments need to be enabled.

Early Trigger Enabled: This is a mechanism to overcome lateness of escalations that age
just after 15 minutes of the escalation cycle.
Suggested articles is part of knowledge and will be discussed in that section. It lets an
agent dealing with case to see any suggested articles related to the case which are found
using keywords like those on Case subject or description. Suggested articles can be
enabled for the various knowledge channels.

There are few other options in the support settings. The following are few of the important
settings.

When case feed is turned on your Case Tab now changes to a look similar to the figure
shown below.

Section 3 is the details tab that shows you case info and related lists associated with the
case
Section 4 is the feed and answers to posts and actions that are taken on case. It’s the
collaboration area. You could also have email templates here for specific purposes like
response or case closed standard email templates.
Section 2 will vary based on the feed or detail tab but it’s for easy navigation
Section 1 is the highlight tab. The highlight panel is created in the case page layout as
shown in the figure below.

You can edit the section to add additional fields for quick look whenever a case is opened.



The layout properties option in case page layout has several features

The three important things to notice here are -:

1. Highlight panel discussed earlier needs to be enabled to show on the case feed.
2. Knowledge sidebar enabled displays the articles window on the case feed on the
right side of case feed page.
3. Interaction Log, this enables interaction which are used to make quick notes on
customer info. The record is stored in activity history. Hence interaction log is
available only in activity history.
Interaction Log

Interaction log layout needs to be created as shown in the figure below.

The layout would then need to be setup as shown in the figure below

Interaction Log can be seen only after the interaction Log layout is added to the profile.


Case Handling

How do you want to handle the cases? The following section would go deeper into some
of the case handling mechanisms.
The section we would explore are shown in the figure below.


Validation Rules

Validation rules are rules applied specifically to fields and are evaluated whenever a save
happens. This is the first of response that happens when a record is saved.

Case Triggers

They are triggers that get fired when an insert or update event happens to a case record.

Support Process and Record Types

Support process are created to support various record types which are nothing but status
and criteria picklists on case page.

Case Assignment Rules

These are rules that are evaluated for a case to determine case routing.
Multiple rules can be specified and they have an order and based on the order each rule is
evaluated. A case record then can be assigned to user or a queue or even to predefined
case teams.
Only one assignment can be active at a time.
Case can be moved in / out of queue if the user has OWD settings for the case include
Read/Write/Transfer

Escalation Rule

Case escalation is based on age of the case. When a rule is met then there is a time
associated with it for escalation action.

When a case is escalated in the case listing view the escalated case would be shown with a
red arrow image indicating escalation.

Case auto response rule

When a certain rule is fulfilled the auto response rule sends a notification to the
appropriate set group or users. An email template is defined which is used for the
response.
Auto response rules are applied ONLY to new cases. This useful when a case created for
example through web to case then the creator of the case can be automatically notified on
the case creation.

A common question here is when to use auto response for email compared to workflow
action with email. The chart below explains the differences.

Process When Whom How many

When a
case is
Workflow created or Up to 10
Email Alerts edited Anyone email alerts

Send 1 email
When a Contact based on the
Auto-response case is on the first rule
rule created. case match

Case Comment Trigger

This trigger can be fired for an update or insert of comments in cases. Case comments are
a related list in the case.

Case Teams

Case Teams give the option to create a Case Team Roles or Predefined Case Teams. The
Case Team Roles can be added to any case and then based on a criteria or rule the
members can be added to the case team. For example in a workflow, specific records may
be assigned to user based on a criteria and for that case record in the case team you can
automatically add the user.
Predefined case team contains users or groups who have specific access. The team in this
case exists and is added to a case when needed and can be various combinations as shown
in the figure below.

Case teams have three levels of access. They are -:
Read / Write
Read Only
Private - Users cannot have access to the case.
The determination above can be also through the pre-defined case team roles.
Entitlements

This is big section that will be discussed little later down in this book.
Quick Text

Let’s users create messages such as greetings, answers to common questions and short
notes. These can be then utilized by the support agent to easily insert into case update and
communication to customers. The benefit here is saves time and increases standardization.
Quick Text must be enabled in the support settings. It has a record type with two picklist.
Category (Greetings, FAQ, Closings) and Channel (Live Agents, Email, Portal, Phone and
Internal)
There are limits to the number of fields and rules on quick text. Quick Text also can be
added as a console to the Service Cloud Console.
Visual Workflow

Visual Workflow lets you easily build and manage flows, which guide users through
screens that collect and display information, create and update Salesforce records, and
execute logic based on user input.
Administrators design and build flows using the Flow Designer’s simple drag-and-drop
user interface, then activate, manage, and maintain them. Users can run an active flow
from a custom button, tab, link, or the flow URL.
Visual workflow can be accessed as shown in the figure below

To run it the user profile should have Run Flows enabled.

Visual Flow has elements (Screen and Logic) and Resources (Variables, Constants etc.)
and they allow to generate dynamic choices from salesforce objects.
Chatter

Chatter is a Salesforce collaboration application that connects, engages, and motivates

users to work efficiently across the organization regardless of role or location. Chatter lets
users collaborate on sales opportunities, service cases, campaigns, and projects with
embedded apps and custom actions.
Chatter Feed displays changes to salesforce records for which the chatter feed is enabled
and users have access to the records.
Chatter allow agents to collaborate on cases hence quicker and improved resolution to
customer needs.
Different types of chatter groups can be created for specific purposes. Private chatter
groups can be created for collaboration on specific case or product and the users can be
invited to join the group. External user can be invited to the group and they can see other
users and can see case teams if enabled for the group.
Publisher Actions and Layouts

Actions add functionality to the Chatter publisher and let your users do more in Salesforce
and in Salesforce1.
Actions are all about productivity. Actions let users accomplish things with fewer clicks,
fewer fields, and ultimately less time spent.
Actions are especially useful in Salesforce1, because it makes it easy to create and edit
records with a simple, mobile-optimized interface. By default, the Chatter publisher
includes the standard actions Post, File, Link, Poll, and Question as shown in the figure
below.

In Salesforce1, actions appear in the action bar, its associated action menu, and as list-item
actions.
There are several categories of actions, like standard actions, nonstandard actions, default
actions, mobile smart actions, custom actions, and productivity actions.
Standard actions: Standard actions are actions that are automatically added to
the publisher when Chatter is enabled—such as Post, File, Link, and Poll. You
can customize the order in which these actions appear in the publisher, but you
can’t edit their properties.
Nonstandard actions: Nonstandard actions are actions that you create and
customize yourself.
Default actions: Default actions are predefined actions provided by Salesforce.
Add them to the publisher layout to make them available to your users.
Mobile smart actions: Mobile smart actions are a set of preconfigured actions,
just like default actions. In Salesforce1, mobile smart actions let users create
records directly in the feed.
Custom actions: Custom actions are Visualforce pages or canvas apps with
functionality that you define.
Productivity actions: Productivity actions are predefined by Salesforce and are
attached to account, contact, event, lead, user, and user profile objects. You
can’t edit or delete productivity actions. To customize the publisher with more
actions or change the order of the actions, first enable actions in the publisher
on the Chatter Settings page in Setup.




Chatter Answer

Chatter Answers is a self-service support community where users can post questions and
receive answers and comments from other users or your support agents. It combines
Cases, Question & Answer and Salesforce Knowledge in one easy tool to provide self-
service as shown in the figures below.

Chatter Answers combines questions and answers with Salesforce Knowledge to allow
your customers to be their own tier-one support.
Salesforce Knowledge lets customers search for knowledge articles that can resolve their
issues.
You can also set up Chatter Answers with Cases to enable your customers to take their
questions from the community straight to your service organization.

Chatter Answers lets service organizations:
Create multiple communities and organize them into different zones, with each
zone having its own focus and questions.
Give agents the opportunity to respond to customers publicly or privately.
Automate the creation of cases from questions using an Apex trigger and
workflow rules.
Deflect customer inquiries through participation.
 Moderate questions and answers from the Q&A tab in the internal Salesforce
application or from the community.




Chatter Answers lets your customers:
Post, browse, and reply to questions using the Q&A tab.
Delete their own questions and replies.
Flag questions and replies as spam, hateful, or inappropriate.
Receive emails when their questions are answered or when best answers are
chosen for questions they’re following.
Collaborate publicly or privately with support agents to resolve issues related to
open cases.
Search and review articles from Salesforce Knowledge.
Like a post or Salesforce Knowledge article to help determine its popularity.

Chatter answer settings can be accessed as shown below -:

Chatter answer service communities can be broadly classified as public (Self Registered),
private (Partners and community users) and internal. Chatter answer can be setup only if
you have setup communities and Data Categories.

Chatter Answer Zone

Zones let the Chatter Answer be separated by a product or specific type or area. When
posting to it and replies will always contain the zone name hence it’s easily identifiable for
Administrators and agents.
Zones are shared by the Ideas and Chatter Answers applications, allowing you to view and
create zones from those locations.
When setting up zones you can also determine the Community, Portal or Internal users.
For Chatter Answers only, you can also select Visible Without Authentication to allow
guest users to view activity within the zone through the community without signing in.

Data Category Assignment

Data category assignment would result categorization of the Chatter Answer according to
the Data Category. If the Data Category is not assigned to a user then the zone also is not
available to the user.
Each zone in Chatter Answers can be associated with a top-level category. For a zone to
be visible to a customer, the customer’s user profile must have visibility to that zone’s top-
level data category. In addition, if a customer has visibility to child data categories but not
to the top-level data category associated with a zone, the zone won’t be visible to them.

Chatter Answer Fun Facts

Before administrators can set up Chatter Answers, their organizations must have
implemented Data Categories. If you want Salesforce Knowledge articles to
display in your zones, then administrators need to implement Salesforce
Knowledge.
You can customize fields, page layouts, buttons and links, Apex triggers, and
validation rules for questions and replies for Chatter Answers from Setup by
entering “Chatter Answers” in the Quick Find box, then selecting Chatter
Answers and choosing the appropriate setting.
The following Apex triggers and Workflow are created when Chatter Answer is
enabled.
An Apex class named ChatterAnswersRegistration with a method for
customizing Account creation for portal users.
An Apex trigger for questions named
chatter_answers_question_escalation_to_case_trigger so that questions
with specified attributes are automatically escalated to cases.
A workflow field update named
chatter_answers_num_subscriptions_above_ so that when a question is
escalated to a case, Priority on questions is updated.
Two workflow rules,
chatter_answers_no_best_reply_within_time_limit_wf and
chatter_answers_num_subscriptions_above_limit_wf, which you can
customize and activate so that questions without best replies or questions
 with a specified number of followers are automatically escalated to
cases.
You can add Chatter Answers to an existing Customer Portal or Partner Portal
so that portal users can access Chatter Answers zones from one of your
established channels.
Questions escalated to cases display a Chatter-like feed on case detail pages.
The case detail page also includes a Customer View section that lets support
agents reply publicly or privately to the thread posted to the zone.
ChatterAnswersActivity is an API object and you can create an Apex trigger
from it.
The Case Origin field lists Chatter Answers on any case converted from a
question.

Review Questions

1. A contact center agent wants to leverage subject matter experts (SMEs) on Chatter
to resolve a complex issue for a customer. What is the recommended solution to
increase the involvement of SMEs and track the case to completion in Chatter?
1. Follow the SMEs to receive automatic updates when they add case
comments
2. Bookmark all the comments related to the issue from SME
3. Use hashtag (#) to track the customer case and SMEs comments
4. @mention the SMEs on the case Chatter feed and follow the case

2. A customer utilizes a high–volume Service Cloud portal for its Web customer
support and is interested in deploying a chat solution. What should be the first step
in configuration and customization?
1. Create user profiles or permission sets
2. Enable Chatter Messenger for the organization
3. Enable Live Agent for the organization
4. Create an iframe to display the chat window

3. Case Assignment Rules are based on elapsed time A. True B. False

4. A new customer to Salesforce is considering implementing a customer portal. The
customer has millions of users and plans to evaluate a high–volume customer
portal/Community. What is a key consideration when configuring a customer
portal?
1. Users cannot own records
2. Users can download and view content
3. Users are not associated with a rule in the hierarchy
4. Users can be part of a case team

5. All of the following objects may have a queue EXCEPT:
1. Accounts
2. Cases
3. Leads
4. Custom Objects
6. At Universal Containers, a support agent dedicated to one customer regularly
handless complex integration related cases. In these cases, the agent collaborates
with Universal Containers product development team and the client’s system
integration. What would the consultant recommend to expedite the handling of
these cases?
 1. Build a repository of Knowledge articles related to integration and share it
with the customer.
2. Enable Chatter case feed and add product development team members to the
case team.
3. Create a related child case and assign the child case to the product
development team.
4. Create a private Chatter group with customers and invite key
individuals to join the group.

7. Auto Response rules work on which objects?
1. Leads and Cases
2. Leads and accounts
3. Accounts and Opportunity
4. Accounts and Cases

8. Case escalation rules triggered on the last modification will be reset each time a
user does which of the following actions?
1. Reads the case
2. Adds a related comment to the case
3. Adds an activity or sends an email from the case record
4. Edits the case
5. All of the above

9. For which purpose should a contact center use Visual Flow?
1. To assign follow–up tasks to an agent one week after a case is closed.
2. To automatically assign cases to a specific queue based on the customer
support level
3. To escalate to the support manager if it has been open for more than 72
hours
4. To automate business processes for agents who troubleshoot customer
support issues via phone

10. From any Case List Page the Administrator can Mass Update Multiple Cases at
once:
1. True
2. False

11. From any queue list view, users can take ownership of one or more cases if: Choose
3 answers:
1. They are members of that Queue
 2. They have a Contact Manager Profile
3. If the OWD for sharing cases is Public Read/Write/Transfer
4. They are higher in the Role Hierarchy than a Queue Member
5. All of the above

12. If you delete a case, which two also get deleted?
1. Account
2. Solution
3. Event
4. Attachments

13. In the telesales contact center, Universal Containers has three–step and five–step
order process, contingent on the type of product sold. Which approach should be
used to optimize the order process? Choose 2 answers.
1. Use Visualforce to create a wizard for each process
2. Organize the fields on the page layout to match each process
3. Use Visual Workflow to streamline the process
4. Create a custom object for each step in the process

14. Support engineers need to see a complete chronological list of field edit to a case,
associated emails, case comments, and field edit to related objects in a single view
while working on a case. How should the requirement be met?
1. Create a custom report
2. Create a custom related list on the case
3. Create a custom view on the Case tab
4. Create a custom Visualforce page

15. The Universal Containers contact center offers support via email, the Internet, and
a customer portal. The contact center manager wants to demonstrate the success of
recent self–service initiatives to executive management? Which report should the
contact center manager present to executive management? (Choose 2)
1. Number of cases created using portal
2. Number of IVR inquiries without agent involvement
3. Number of cases closed by a self–service user
4. Average call handle time by team

16. Universal Containers customer support management wants to be proactive
regarding low customer satisfaction (CSAT) scores. What customer related metric
should the customer support management analyze? Choose 2 answers
1. Time spent by account year to date.
 2. New cases opened by account channel.
3. Escalated cases by amount month to date.
4. High priority cases opened by account month to date.

17. Universal Containers has a policy that requires all email traffic to remain within its
firewall. Currently, the company has 200 support agents handling email from five
different time zones on its legacy system. When implementing Salesforce, what
solution should a consultant recommend for this service?
1. On Demand email to case
2. Connect for Outlook
3. Email to Case
4. Web to Case

18. Universal Containers has a service level agreement (SLA) with customers that
requires an agent to take ownership of and respond incoming cases within two
hours of case creation. Which solution would help Universal Containers meet
SLA?
1. Use case auto response rules to send an email to support managers with case
creation.
2. Assign cases to queues and use escalation rules to escalate cases that
have NOT been accepted by an agent within one hour
3. Create a rule to send an email to support managers when a case is created
and assigned to a queue.
4. Create a rule to assign a task to all members of a queue if a case has NOT
been accepted by an agent within one hour.

19. Universal Containers has a three–tiered contact center. Cases are routed to Tier 1 or
Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3
only if they are escalated by Tier 1 and Tier 2.How can Universal Containers
measure case escalation?
1. Create an approval process to ensure only the appropriate cases get
escalated.
2. Create a case report to show all cases across tiers filtered by an
escalation flag.
3. Create a custom trigger to generate history when cases get escalated between
tiers.
4. Create a case report to show the number of cases for each tier and sort them
by case owner.

20. Universal Containers has activated Email–to–Case functionality to allow customers
to correspond with support agents via email. Which options are available with
 Email–to–Case? (Choose 3)
1. Only one inbound email address can be used for Email–to–Case
2. Follow–up emails and attachments related to a case are attached to the
case
3. Assignment, escalation, and workflow rules are processed on inbound
emails
4. Follow–up emails related to a case will update the case comments
5. Supports emails larger than 25 MB

21. Universal Containers has basic field service requirements and has not yet deployed
the Service Cloud. The company would like to automatically create a field service
dispatch record and assign it to a queue when specific case criteria are selected by
an agent working the case. Which solution will create and route the field service
dispatch record when the case is saved?
1. Use a workflow rule with an action
2. Use a validation rule
3. Use a case assignment rule
4. Use an Apex trigger


22. Universal Containers has millions of customers in Salesforce, but only a very small
percentage have opened support cases in the past. Recently, Universal Containers
has implemented a Service Cloud portal and plans to allow customers to be
authenticated users to increase self–service rates. Which method should be used to
enable the customers on the portal? (Choose 2)
1. Have agents manually create users when portal access is requested by
customers.
2. Identify active customers and send them registration instructions via email.
3. Create active customers as portal users and send them email
notifications
4. Have agents provide customers with portal registration instructions
when working a case

23. Universal Containers is evaluating whether to implement On–Demand Email–to–
Case or Email–to–Case and needs to ensure the solution selected will meet its
requirements. Which customer requirement would require the use of Email–to–
Case?
1. Accepts email attachments larger than 10 MB.
2. Accepts attachments from emails
3. Handles more the 10,000 emails a day
4. Requires the use of Transport Layout Security (TLS)

24. Universal Containers is implementing a solution to capture incoming emails as
cases in Salesforce with the requirements listed below. Over 5.000 emails are
captured and created as cases. Email filtering capabilities can be customized.
Solution runs 24/7 so that emails are captured during maintenance windows. A
software installation is not required. Which solution would meet the requirements?
1. On–Demand Email to case
2. Email–to–Case
3. Connect for Outlook
4. Email relay

25. Universal Containers is initiating a program to improve customer satisfaction. As
part of the program, customers must be surveyed after the case is closed to ensure
the customer is satisfied and the issue has been resolved.
1. Use workflow rules to send an email to the customer.
2. Use auto–response rules to send an email to the customer.
3. Use assignment rules to assign the case to a case queue.
4. Use escalation rules to assign the case to a case queue.

26. Universal Containers is launching a full line of new products and Service Cloud
should support the following requirements:–
1. Agents need to collaborate with other teams
2. The product development team needs to be alerted on high–priority
cases for specific products.
Which solution will meet these requirements?
1. Use escalation rules for notifications and case teams to monitor cases
2. Use workflow rules for notifications and case teams to monitor cases
3. Use escalation rules for notifications and account teams to monitor cases
4. Use workflow rules for notifications and account teams to monitor cases

27. Universal Containers needs to allow customers to log into its corporate website,
view solutions from a Salesforce knowledge base, and log cases. Which product
would meet all of these requirements? Choose 2 answers
1. Self–service portal
2. Customer portal
3. Web–to–Case
4. Force.com Sites


Interaction Channel
Service Cloud Console

Introduction
A console can be created in the apps as shown in the figure below

The console is a collection of various tabs in an easy and convenient arrangement for the
users. It can be then added to the profile and customized for specific users.
A typical support agents console can be as shown in the figure below


The navigation tab items will get displayed as item 1 in the figure below and the console
components will show as in figure 2 below.

Any page can be added as a console component as shown in figure 2. The benefit of
console component is it transcends through all the tabs irrespective of the tab opened.

Push Notification

Push notifications are visual indicators on lists and detail pages in a console that show
when a record or field has changed during a user’s session. For example, if two support
agents are working on the same case, and one agent changes the Priority, a push
notification appears to the other agent so he or she spots the change and doesn’t duplicate
the effort. Push notification is available only for accounts, contacts, cases, leads,
opportunities, campaigns, tasks, and custom objects.
This is done in the Apps settings for console apps. Push notification is available only for
console apps.

Service Cloud Fun facts
Service cloud layout is determined by mini page layout which is part of page
layout in SFDC.
Salesforce console integration toolkit increases the level of customization
possible for service cloud. Through this API developers show other browser
pages as tabs in the console.




Entitlements

Entitlements are service agreement or service contracts that you could have with the
customers for services rendered.

To understand entitlements let’s look at the schema to explore the various relationships to
other SObjects in Salesforce.

The entitlement SObject have several relationships as highlighted in the figure above. It
has a Master Detail relationship with Account and lookup relationship with Asset, Service
Contract and Entitlement process.
We will explore in detail these relationships in the process of understanding the creation of
entitlement.
Before setting up entitlement the “entitlement management” needs to be enabled. On
doing so you would see a list of entitlement options on the setup tab as shown in the figure
below.


Entitlement management helps your support reps determine if your customers are eligible
for support.
You can set up one of three different entitlement management models, each with different
levels of detail.
Where do you want agents to verify that a contact or service contract is eligible for
support?
You can set up entitlements so that users can view and create them from the Entitlements
tab or from the Entitlements related lists on these objects:
Accounts Layout: At least one contact on the account is eligible for support.
Contacts Layout: Specific contacts are eligible for support.
Assets Layout: Specific assets (purchased products) are eligible for support.
Service Contracts Layout: Support agents can verify that a specific service contract
includes support.
The Entitlements related list has a Create Case link so users can create a new case that
automatically includes the correct entitlement. The case automatically includes any
account, contact, or asset information from the entitlement.




How much detail do you want your entitlement management process to include?
Where you want support agents to verify, entitlements helps determine the level of detail
for your entitlement management process. There are three models for managing
entitlements, each with different levels of detail:

When Entitlement Model

Support agents verify that contacts or

accounts are eligible for customer
support before they create cases Entitlements Only

Support agents verify that a contact is

eligible for support based on a service Service Contracts with
contract Entitlements

Support agents verify that a contact is

eligible for support based on line items Service Contract with Contract
in a service contract Line Items and Entitlements

Milestones

Milestones are required steps in an entitlement process. They represent service levels to
provide to each of your customers. For example let’s consider the two highlighted
milestones

Milestone tracker (shown below) is added to page layout in case feed in the feed section of
the layout.

Entitlement Process

Entitlement process are created after the milestones are created. Think of it as a bundling
step to add to entitlement.
Lest create an entitlement process as shown in the figure below

Note: There can be only one active version of the entitlement process.
Within the entitlement process the milestones can be added and the time to handle each of
the milestones when milestone rule matches are set up as shown in the figure below.

The milestone criteria are defined here in the entitlement process and are evaluated based
on the criteria. If the criteria evaluates to true then different actions are associated based
on the timeline.
The actions are -:
Success – The criteria is met for the milestone then it’s a success.
 Warning – If the criteria is not met before specific time period prior to failure
then warning time trigger are initiated and workflow action occurs.
Violation – If the criteria is not met after the specific time period of failure then
violation time trigger are initiated and workflow action occurs.
Now your entitlement process is ready and can be added to the Entitlement.
Entitlement can be created from the entitlements tab or from the entitlement related list
section in accounts. Existing entitlements can be added to contacts or assets.
When a new entitlement is created there are several options. The Account is the only
required field. But we can add the Entitlement Process created earlier and the Service
Contract.
Entitlements have status associated by icons on the screen.
Inactive

Active

Expired

This status is determined by the start date and end date of the entitlement.


Entitlements impact different page layouts. They are -:
Entitlement
Case
Account
Contact
Asset
A case can be created from any of these records and Salesforce will automatically
populate the associated Accounts, Contacts and Assets. As shown in the figure below.

The case page layout can be edited to include the Case Milestone related list as seen in the
figure below.

The Case Milestone will only get populated if the milestones satisfy the criteria for the
case and the entitlement is added to the case record.
Note: Milestones can also trigger Apex classes.

Service Contract and Contract Line Items are further refinements of the entitlement
process and the reasons when to use then were discussed above.
Contract Line items are associated with price book for each product.
Use sharing rules to give users access to service contracts they don’t own; you can’t
extend the organization-wide default sharing model for service contracts.


Entitlement Templates


Entitlement templates let you predefine terms of customer support that users can quickly
add to products. For example, you can create entitlement templates for Web or phone
support so that users can easily add entitlements to products offered to customers. You can
also add terms (days) for the product support. The entitlement template created can then
be added to the product.

Live Agents

Live Agent is a comprehensive chat solution that makes it easy for your organization’s
agents and support supervisors to assist customers in real time. Live Agents can be
enabled on Live Agents Settings.
Setting up live agents may seem a little intimidating but understanding the flow and the
fundamentals will realizing how versatile it is.
From SFDC setup the options are as shown in the figure below.

We would be addressing the four core areas which are highlighted in the figure above.
Knowing these four areas you can setup a live agent easily for any client.
Live Agent Settings

The live agent settings section is as shown below

There is not much here except knowing that the communication happens using the REST
API.
All Live Agent users need the API Enabled administrative permission enabled on their
associated profile before they can use Live Agent.
 1. From Setup, enter Users in the Quick Find box, then select Users.
2. Click Edit next to a user’s name.
3. Select Live Agent User. If you don’t see this checkbox, verify that your
organization has purchased enough Live Agent feature licenses.
4. Click Save.
After creating users, make sure that you assign them a Live Agent configuration
(discussed below) and associate them with the appropriate skills.
Aside from the other requirements the live agents also need permissions to the following
SObjects.
Live Chat Visitor – Read Access
Live Chat Transcript – Read Access
Live Agent Sessions – Read Access
Quick Text – Create, Read, Edit and Delete

Skills

Skills identify your agents’ areas of expertise. When you assign an agent to a skill, that
agent receives chat requests that are related to the agent’s skill areas. You can also
empower your supervisors to assign skills to agents.
1. From Setup, enter Skills in the Quick Find box, then select Skills.
2. Click New.
3. Enter a name for the skill. For example, you can create a skill that’s called
“Accounts” for agents who specialize in questions about customer accounts.
4. In the Assign Users area, select the users whom you want to associate with the
skill.
5. In the Assign Profiles area, select the profiles that you want to associate with the
skill.
6. Click Save.
To enable supervisors to assign skills, enable the “Assign Live Agent Skills to Users”
permission on their profiles, or assign it to individual users via a permission set. When
supervisors have this permission, they can go to Setup > Customize > Live Agent Skills
and update the assigned profiles or users under each skill.

Live Agent Configurations

Live Agent configurations define the Live Agent functionality that’s available to your
agents and support supervisors when agents chat with customers. Create Live Agent
configurations to control the functionality of Live Agent in the Salesforce console.
Live Agent configurations enable you to control your users’ access to certain Live Agent
features. You can create multiple configurations that define Live Agent’s functionality for
multiple types of users. For example, you might create a configuration specifically for
experienced agents that gives them more permissions than new agents have, or you might
create a configuration for support supervisors that gives them the permissions that they
need to monitor their employees.
If the configuration skills are not provided then all the agents will show up in the
supervisor panel.
Routing to agents are done in three ways
1. Choice – Anyone can pick it up
2. Least Active – Less Chat Windows
3. Most Available – Number of Chat Windows – Less Chat Windows.
Chat capacity indicates how many chat windows the agent can handle. But this is disabled
if Service Presence is turned on. Service Presence is part of the Omni Channel feature and
will be discussed in that section.
Chat Buttons and Invitation

This allows you to generate a chat button code that you can add to your website page. You
can also generate this code based on user skills and capacity hence customizing for the
appropriate website.

Live Agent Fun Facts

Live Agent Reports must be created and does not come out of the box.
Live Agent transcripts are automatically available at SFDC
Pre-Chat forms can be created with Visualforce

CTI

CTI stands for Computer Telephony Integration. Salesforce released the standards and
guidelines for Open CTI. What’s the difference? CTI adapters need to be installed on each
agent’s machine for it integrate with the phone system. With Open CTI the principle of
complete cloud is applied. There are no installation on agent’s machine. Instead an adapter
is downloaded from the AppExchange and it communicates with the telephone system and
Softphone on Salesforce.
The adapter works with the softphone capability within salesforce to handle the call and
provide the necessary information.
Agents can receive, call or transfer calls through their browser. This is possible because of
HTML 5 audio API support. Therefore HTML 5 compliant browser must be used.

Call Center

Salesforce CRM Call Center improves the productivity of your call center users by
providing fast and easy access to accounts, contacts, cases, and other salesforce.com
objects that are directly related to incoming calls. By embedding a Softphone within
salesforce.com, Call Center allows your call center users to perform all the functions of
their job from a single application.
To start using this feature we must install a CTI adapter from AppExchange. After
installing the CTI adapter import the call center definition file (XML File). This would
setup the call center with your telephone system.
After the call center is created the administrator needs add users / agents to the call center.
The administrator can also create Softphone Layout

Multiple soft phone layouts can be created and added to appropriate profiles. Softphone
layout determines how the inbound popup window and the outbound popup window
appears during the call.

On your service cloud console the phone component appears as shown in the figure would
be visible.



Tech Dive

The CTI adapter from app exchange installs several apex files as well as visual force
pages. The XML file is the call center definition file. After uploading the file your call
center would something like as shown in the figure below.

The CTI Adapter URL goes to a visual force page installed as part of the app exchange
install. This file references a JavaScript file from salesforce called interaction.js. This code
retrieves the softphone layout so the appearance is customizable to softphone layout
requirement (getSoftPhoneLayout()).
The calls are translated into request and response in xml formats and communicated by the
adapter through REST API calls to the vendor’s phone system.

Omni Channel

Omni-Channel is a comprehensive customer service solution that lets contact centers push
work to their agents in real time. Omni-Channel lets you create work items from your
Salesforce records―including cases, chats, leads, and custom objects―and route them to
the most qualified, available agents in your organization, all in real time. Omni-Channel
integrates seamlessly into the Salesforce console, so it’s easy for your support agents to
use.
With Omni-Channel, you can manage the priority of work items to make sure that critical
assignments get taken care of quickly. You can manage your agents’ capacity and
availability for work to ensure that they’re given only the number of assignments that they
can handle. You can also define which agents can work on different types of assignments.
Best of all, Omni-Channel routes all of these assignments to the correct agents
automatically. Agents no longer have to pick and choose work items manually from a
queue, and managers no longer have to triage or dispatch work to agents. Work is served
to the most qualified available agent in real time.
This is best explained with the diagram from Salesforce.

Omni channel can be accessed from the setup as shown in the figure below

Service Channels let you turn any Salesforce object―such as a case, lead, SOS session, or
even a custom object―into a work record. These work records are then routed to
appropriate agent queues.
Routing configuration needs to be associated with the queues and based on the
configuration the appropriate agent receives the work item in the Omni channel console.
Presence provides the availability of the agent.
Limits were highlighted to remind that there is a limit to number of work items and rate of
transfer of the work items.
Omni Channel is added as a component to the Service Cloud Console.

Social Customer Service

Salesforce social hub can connect to various social feeds and can route customer service
issues to social feeds. Salesforce integrates with Radian6 to measure buzz around
products.
To use social customer service features within salesforce the org must purchase social hub
license and ask customer support to turn on social for the org.
Install Salesforce for Facebook and Twitter from the app exchange. As an example the
picture below shows how it looks when you have it installed through app exchange.

Enable Social Customer Service and assign social handles to start using it.
Agents can use Social Action to send comments, retweets etc. Fields on Social Action are
all optional.
Social Post is a SObject that represents a post from a person or company on social
network. Users can create a Case record from social post. Social Post are not deleted
even if their parent is deleted.
Reply to a Social Post ONLY from Case Feed and NOT from social post tab.
Cases and Leads from Facebook is created from the Facebook page.
Social Personas are SObjects and are created from public information on social
networking sites. It cannot be created from Salesforce.
Deleting Social Persona deletes all social post.

Review Questions

1. A customer calls the service desk at Universal Containers. The agent assigned to
the call creates a case to capture the issue, but later realized the caller is not eligible
for support. What solution should a consultant recommend to prevent the scenario
from happening in the future?
1. Add the entitlements related list to contact records
2. Add the entitlement contacts related list to account records
3. Add the assets related list to contact records
4. Add the service contract related list to contact records

2. A customer has recently implemented an on premise telephony system that is
common in the industry. This customer purchased Salesforce licenses and is
planning to integrate these two systems. What option should a consultant
recommend?
1. Implement an on demand telephony solution provided by a vendor.
2. Use a computer telephony integration (CTI) adapter that supports its
telephony system.
3. Create an API integration between Salesforce and the telephony system.
4. Build a custom computer telephony integration (CTI) adapter using the
Toolkit.

3. Customers can contact Universal Appliances to report problems with their
appliances within 30 days of delivery. Support agents need quick–view–only access
to an external database the stores over 100,000 known product bugs logged by the
product engineers. Which solution should a consultant design to meet this
requirement? (Choose 2)
1. Display product bug data in Salesforce via a Visualforce page
2. Use Web Services API to integrate the external database with Salesforce
3. Create a custom product bug object and import data into Salesforce
4. Use Bulk API to load the product bug data into Salesforce

4. Ensure the contracted service level requirements for its clients are being met. What
should be configured?
1. Entitlement processes, contract line items, milestones, entitlements
2. Entitlement processes, contract line items and Entitlements
3. Entitlement processes, contract line items, milestones, milestone actions
4. Entitlement processes milestones milestone actions and entitlements

5. Support agents need to verify that customers are eligible to receive support before
 they can update the case. What object is used to verify that a customer is entitled to
receive support? Choose 2 answers.
1. Case history
2. Products
3. Service contracts
4. Contacts

6. The cost of service for Universal Containers’ contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service in
the contact centers? Choose 2 answers.
1. Enable Chatter for agent collaboration.
2. Create auto response templates for emails.
3. Enable Knowledge in a Service Cloud portal.
4. Enable Ideas in a Service Cloud portal.

7. The Universal Containers support center management team would like to leverage
Salesforce functionality to improve collaboration on cases. What should a
consultant recommend to meet this requirement? (Choose 2)
1. Create escalation rules to re–assign cases after SLAs have expired.
2. Enable the Service Cloud Console and Knowledge sidebar for agents.
3. Create case teams and introduce swarming to resolve cases.
4. Enable and use Chatter feed tracking on the case object.

8. Universal Banking has customer support operations in both Canada and the United
States. Compliance regulations are listed below. Agent users in Canada can only
view articles pertaining to Canadian products. Agent users in the US can only view
articles pertaining to US–based products. How should article visibility be
configured to enforce the compliance rules?
1. Create geography–based roles to restrict access using data categories
2. Create geography–based profiles to restrict access by mapping article types
3. Create geography–based profiles to restrict access using data categories
4. Create geography–based roles to restrict access by mapping article types

9. Universal Banking needs to provide a public knowledge base on its website. The
company has three product groups (Personal Banking, Mortgage, and CDs) and
needs to display information and address common questions about each product
area. How should Knowledge be configured?
1. Create two article types to display information (Question/Answer, Product
Info)
2. Create three article types for each product area (Personal Banking,
Mortgage, CD)
 3. Create three data categories for each product area (Personal Banking,
Mortgage, CD)
4. Create two data categories to display information (Question/Answer,
Product Info)
10. Universal Containers assigns its contact center agents to certain interaction
channels and would like to optimize the agents’ desktop based on their assigned
interaction channels.
1. Create multiple agent console applications and configure the layout based on
the user’s requirements.
2. Create multiple Salesforce Console for Service applications and
configure them based on the user’s requirements.
3. Create case page layouts for each interaction channel and assign them to
different agent profiles.
4. Create a Salesforce Console for Service layout and allow the agents to drag
and drop the components they need.

11. Universal Containers has implemented Service Cloud in their call center and would
like to integrate it with their existing telephony system. All members of staff use a
standard build for desktop computers and the IT department has indicated that they
a produce a custom desktop build for the call center staff. Which solution should a
consultant recommend?
1. Move to a cloud based telephony system.
2. Implement an adapter using the Telephony API.
3. Implement an adapter built on Open CTI.
4. Build an adapter using the CU toolkit.

12. Universal Containers has service level agreements (SLAs) with clients that requires
an agent to respond within one hour of receiving a case. The agreement also states
that the case must be resolved in less than one day if the case status is set to urgent.
Which feature should be used to meet this requirement?
1. Case assignment rules to route the case to an escalation queue
2. Entitlements to define milestones to meet the SLA’s
3. Case comments to communicate updates to the client
4. A workflow email alert to send notification that a case was received

13. Universal Containers is developing its strategy for social customer service. It would
like to build a business case to fund an investment in social media and have a
dedicated social media support team. The company’s requirements include the
ability?
1. Monitor Facebook fan page for new posts from customers
2. Link new posts to an existing customer record
3. Respond to posts from the existing Salesforce Console for Service
 What should Universal Containers do immediately to begin providing
social customer service?
1. Integrate Facebook to its existing Customer Community.
2. Create a Force.com app for Facebook monitoring.
3. Install Salesforce app exchange product for Facebook and Twitter.
4. Enable Salesforce social profile on contacts.
14. Universal Containers is evaluating the speed and productivity enhancements that
could be obtained by implementing the new Service Cloud console. Which benefit
should the company expect when implementing the Service Cloud console? Choose
2 answers
1. View records and related items as tabs on one screen
2. Screen pops open new object in tabs to reduce interruptions
3. Customized mini page layouts for the console view
4. Customized view for the console in the customer portal

15. Universal Containers is implementing a CTI solution for its inbound service and
support contact center. Currently, the company handles only existing customers
with support issues. The contact center manager has been tasked with improving
sales for the premier support offering. What key metrics can be expected to
improve following the CTI implementation? (Choose 2)
1. Average days to close
2. First call resolution
3. Average handle time
4. Abandon rate

16. Universal Containers is implementing an entitlement process in its contact center to
gain better visibility into how well the company is delivering on customer service
level agreements (SLAs).How can milestones be used to accomplish this goal?
(Choose 2)
1. To represent metrics such as first–response and resolution time on cases.
2. To monitor the case escalation rule queue to confirm service levels are met
3. To identify the customer contact associated with a particular stage of a
service contract
4. To display whether a case response complies with a customer service
level agreement

17. Universal Containers is in the process of setting up a business to business (B2B)
portal. The company needs to give customers access to service level agreements
(SLA) via the portal. Which solution is recommended to accomplish this
requirement?
1. Assets
 2. Cases
3. Milestones
4. Service Contracts

18. Universal Containers is migrating from a legacy system to the Service Cloud. The
company currently tracks enticements and agreements in its legacy system. The
legacy system will be archived and unavailable after go live. Agents will need easy
access case information for the last one year.
1. Migrate closed cases with milestones and entitlements.
2. Migrate open and closed cases with milestones and entitlements.
3. Migrate open and closed cases without milestones and entitlements.
4. Migrate closed cases to a custom read only object.

19. Universal Containers is using the Salesforce Console for Service for managing
cases. They would like to add the Salesforce to enable click to dial capability. What
needs to be configured for the Softphone to work in Salesforce? Choose 3 answers.
1. Assign the Salesforce CTI license to Salesforce users.
2. Install an adapter from AppExchange to work with third party CTI
systems.
3. Use Apex to create an adapter to work with third party CTI systems.
4. Create a Softphone layout and assign to user profiles.
5. Assign the correct Salesforce users to the Call Center.

Contact Center Analytics

Service Monitoring
Monitoring process enables Administrators to monitor various process and take
appropriate actions like cancel pending changes etc.

Automated Process Actions
When articles are published or archived their automated actions are places in workflow
queue. Several criteria’s can be selected to view the process for the articles.
Case Escalation
When salesforce.com triggers an escalation rule, its time-dependent actions are placed in the case escalation queue.
Entitlement Process
When salesforce.com triggers an entitlement process, its time-dependent actions are placed in the entitlement
process queue.

Reports and Dashboards
Cases come with a number of custom report types that you can use to track your team’s
work with cases and solutions.
Use the built-in custom report types to create reports on the number of cases created, case
comments, case emails, case owners, case contact roles, cases with articles, length of time
since the case last changed status or owner, and the history of case fields.
Cases with Historical Trending: Use the Cases with Historical trending custom report type
to analyze changes in case data over time. Available when Historical Trend Reporting is
enabled.
Cases and Emails: Create a custom report to view a list of both inbound and outbound
emails by case by choosing the Cases and Emails report type. This type of report is
available when Email-to-Case or On-Demand Email-to-Case is enabled.
Service Contracts with Entitlements: Use the Service Contracts with Entitlements report
type to report on the services your customers are entitled to. Available when Service
Contracts with Entitlements is enabled. Accounts with Entitlements, with Contacts Lists,
accounts with entitlements include contacts (named callers). Available when Service
Contracts with Entitlements is enabled.
Service Contracts with Contract Line Items Lists service contracts with contract line items
(products).
You can create a custom report to view a list of cases with milestones by choosing the
Cases with Milestones report type. This report type is available if entitlements is enabled.
Note: Milestone status in list views and reports is based on the related entitlement
process’ end time. If a user’s profile doesn’t include access to the Entitlement Process End
Time case field, reports and list view may show an incorrect milestone status on cases.
The case record and Case Milestones related list will still display the correct milestone
status values.
Case History/Solution History: Use the Case History and Solution History report types to
track the history of standard and custom fields on cases and solutions where field histories
are set up for tracking. Use these reports to see tracked fields’ old and new values. You
can’t use filter conditions to search the results of the Old Value and New Value fields.
Entitlements and Contracts Use custom report types to define report criteria from which
users can run and create reports on entitlements, service contracts, and contract line items

Review Questions

1. A report shows average time spent by agents to resolve cases. Nine of twelve
agents spend approximately the same time to resolve cases. However, Agent A has
a much shorter average time to resolve cases and Agents B and C have a much
longer average time to resolve cases. How can the supervisor use this data to drive
greater consistency in average time spent by agents across the team? Choose 3
answers:
1. Document and share the practices of Agent A with the team via
knowledge articles
2. Lower the target for entire team to that of Agent A
3. Review case history and activities for Agents B and C
4. Build a dashboard to display individual performance by agent versus
the team goal
5. Update case assignment rules to route more cases to Agent A

2. A contact center manager is looking for ways to reduce overall cost per case. What
Salesforce metrics should the contact center manager evaluate? (Choose 2)
1. Average number of activities per case
2. Average number of articles attached to a case
3. Total number of cases by origin
4. Average customer satisfaction score by case

3. A Contact center manager needs to track individual agent productivity on a
monthly basis. The manager needs to create a dashboard to drive competition
among the team by allowing all agents to view the dashboard to see how they are
performing in comparison in comparison to their peers. Which dashboard setting
would meet this requirement?
1. Standard view
2. Logged in user
3. Running user
4. My Team view

4. Customer Portal/Community Users can Run Reports if: Choose one answer:
1. They have the Admin Privileges
2. Their Profile includes the Run Reports Permission
3. Have access to the Public Report Folder
4. All of the above

5. Customer Portal/Community Users have access to Dashboards
 1. True
2. False

6. Portal Users can Customize Report Results.
1. True
2. False

7. The cost of service for Universal Containers contact centers has steadily increased.
What solution should a consultant recommend to help reduce the cost of service?
(Choose 2)
1. Enable Ideas in a customer portal
2. Enable Chatter for agent collaboration
3. Create auto–response templates for incoming emails
4. Enable Live Agent to handle incoming service inquiries

8. The Universal Containers contact center offers support via email, the Internet, and a
Community. The contact center manager wants to demonstrate the success of recent
self-service initiatives to executive management. What report should the contact
center manager present to executive management? Choose 2 answers.
1. Average call handle time by team
2. Number of cases created using portal
3. Number of cases closed by a self service user
4. Number of IVR inquiries without agent involvement

9. The Universal Containers customer support organization has implemented
Knowledge Centered Support (KCS) in the call center. However, the call center
management thinks that agents are not contributing new knowledge articles as often
as they should. What should the company do to address this situation? Choose 2
answers.
1. Require agents to check a box on the case when submitting a new suggested
article.
2. Measure and reward agents based on the number of new articles approved
for publication.
3. Create a dashboard that includes articles submitted by agents and
approved for publication.
4. Measure and reward agents based on the number of new articles
submitted for approval

10. Universal Containers is designing a contact center that will store 20 million cases.
Of those, 5 million will need to be accessed for reporting and search. Which
 approach will ensure best system performance? Choose 3 answers:
1. Custom indexes
2. Tiered data strategy
3. Record types
4. Divisions
5. Custom search

11. Universal Containers has a telemarketing call center with agents who “cold” call
prospects and follow up on prospects that have been routed to them. Which metric
should Universal Containers consider when designing the call center? Choose 2
answers.
1. Average number of attempts to contact
2. Number of outbound calls per day
3. Number of cases closed by agent
4. Average case age by agent

12. Universal Containers has determined that case list views are slow to load because
of the large number of cases in system. Which action will improve the performance
of the list views? Choose 2 answers.
1. Remove filter criteria from the views
2. Restrict visibility of the views.
3. Reduce the number of fields displayed
4. Filter the views by case owner

13. Universal Containers is concerned with system performance in its contact center
because the number of contact records has exceeded 40 million. What platform
functionality might be affected by the number of contact records?
1. Contact related list load time
2. Contact view page load time
3. Contact report run time
4. Contact list view edit time

14. Universal Containers is experiencing system timeouts when running case reports.
What should a consultant recommend to improve the performance of the reports?
Choose 2 answers.
1. Remove formula fields from filter criteria.
2. Remove unnecessary columns from the reports.
3. Remove date boundaries from filter criteria.
4. Remove dashboards based on long running reports.

Integration and Data Management

Data loading Articles

Loading or migrating existing articles can be done by the import articles option from setup
as shown in the figure below.

Before articles can be imported the article type must be created. Then create a csv file
containing the article information. A separate csv file required for each article type.
Include the data category also if it’s needed for the article type.
Create a property file to specify import parameters such as the CSV separator, rich-text
encoding, or character encoding. Later create a zip file that includes the CSV file, the
property file, and any related HTML or image files.



Review Questions

1. A consultant needs to import 2,000 source articles for a Salesforce Knowledge
implementation. The source articles are in HTML and contain several images. All
of the articles are FAQs. Before importing the articles into Knowledge, which step
should a consultant perform? (Choose 3)
1. Create the data categories and set up the data category values.
2. Set up a zip file that contains the CSV, HTML, and image files.
3. Create the custom fields and layouts for the FAQ article type
4. Set up the article actions and assign publishers to each action
5. Set the publication status of the article type to draft status

2. A customer is planning a Service Cloud implementation. The customer’s current
database has the following number of records:
1. 10 million cases
2. 1 million accounts
3. 3 million contacts
When planning to migrate this data into Salesforce, what implications
should be considered? (Choose 2)
1. The Salesforce org may be slow during the data import.
2. Related lists on the case object may be slow to populate
3. Salesforce reporting speed may be affected
4. Result may be slow when searching for records

3. Universal Containers has completed development and testing of its Service Cloud
implementation and plans to migrate functionality from the sandbox environment
to the production environment. Which tools should be used for migration
functionality?
1. Data loader, change sets, and Force.com Excel Connector
2. Visual Workflow, data loader, and Force.com IDE
3. Force.com migration tool, Force.com IDE, and change sets
4. Mass transfer records, change sets, and Force.co migration tool

4. Universal Containers has discovered that the average time an agent takes to resolve
a case has increased. What should a consultant recommend to help reverse this
trend? (Choose 2)
1. Track social sentiment across social media outlets
2. Hire more agents for the contact centers
3. Configure entitlements and milestones to enforce SLAs.
4. Improve the training provided to existing agents

5. Universal Containers is designing a contact center focused on customer billing
inquires. The contact center includes the variables listed below?
1. 2 million accounts in Salesforce
2. 20 million invoices in an external application
3. 600 support agents
4. 300,000 transactions processed daily across agents.
When agents view an account in Salesforce, they need to view the invoices
associated with an account and view the detail of the invoices. However, agents do
not need to update or report on invoice information. Which solution would meet
these requirements? Choose 2 answers
1. Create a bi–directional integration using the Salesforce API
2. Build a real–time integration to import invoices into a Salesforce
custom object
3. Launch the customer billing application in Salesforce as a Web
tab
4. Design a Visualforce page to display invoice data in Salesforce
based on a real–time call

6. Universal Containers is ready to launch a customer portal to its targeted customers.
The company’s executives want to use appropriate metrics to efficiently measure
user adoption. Which metrics should be measured? (Choose 2)
1. Number of calls deflected using IVR
2. Number of emails compared to portal cases
3. Number of cases created in the portal
4. Number of portal logins per day

7. Universal Containers needs to automate the process of gathering and measuring
customer satisfaction (CSAT). The process should be initiated at the time of case
closure. Which feature should be used to meet this requirement?
1. Install an AppExchange product for case survey functionality
2. Enable the Send Survey feature for cases
3. Deploy the self–service portal CSAT survey widget
4. Create a case survey email template and auto–notification rule

Test your knowledge

(Try this as a final test when you are confident with all the study)
Time: 105 minutes
Questions: 60

1. Universal Containers needs to decrease the cost of support by allowing support
engineers to capture case resolution information when a case is closed and make
the details of the case available via search to internal users, partners, and the
general public. How could this be achieved?
1. Create Knowledge articles and publish the article to all channels
2. Create Content documents and add them to a workspace accessed by all
users
3. Create solution and publish the solutions to the self–service portal
4. Create case attachments and upload attachments to a directory accessed by
all users

2. Universal Containers needs to integrate Knowledge into the case management
lifecycle. Which integration point is possible between cases and Knowledge?
Choose 3 answers
1. Email articles in PDF format
2. Add a comment to an article
3. Search Knowledge using case information
4. Convert a case attachment to an article
5. Create articles when closing a case

3. Universal Containers needs to measure how long it takes to resolve a case once a
support agent has accepted the case from the queue. How would this requirement
be met?
1. Enable the case accepted time support setting to track the active time an
agent spends on a case
2. Create a formula field to calculate the total time spent in each status based
on the case history
3. Create a formula field to calculate the time between a custom Case Accepted
Date/Time field and the standard Date/Time Case Closed field
4. Create a formula field to calculate the time between the standard Date/Time
Case Created field and the Date/Time Case Closed field.

4. Universal Containers needs to produce a dashboard in Salesforce that shows the
 average cost per call. Which data needs to be available in Salesforce in order to
create the report? Choose 2 answers
1. Agent hours worked and agent wage rate
2. Talk time and wrap time
3. Average seconds to answers and talk time
4. Case status and case age

5. Universal Containers needs to provide users with a case entry page that meets the
requirements listed below. Launches from the account record provides a list of
associated contacts and assets Allows a user to associate contacts and assets with
a new case Allow for the creation of the new contact Which approach meets the
requirements?
1. Create an Apex page for selecting the associated records and entering the
new case information
2. Create a Visualforce page for selecting the associated records and entering
the new case information
3. Modify the case page layout to include attributes necessary for creating a
new contact
4. Modify the case page layout and enable the quick create feature for contact
creation

6. Universal Containers needs to set up a customer community to provide customers
with a self–service option for support. Which capability can Universal Containers
provide its customers via the customer communities? (Choose 3)
1. Allows customers to submit ideas and answers
2. Allows customers to customize their user interface
3. Allows customers to search documents in Contact
4. Allows customers to follow Chatter feeds
5. Allows customers to search a knowledge base

7. Universal Containers needs to track the internal users who are involved with
support cases. Certain status updates to the case should trigger an email notification
to the users involved. Which solution design will best address this requirement?
1. Use case teams to track users and a workflow rule with an email action for
notification of status changes
2. Use account teams to track users and a workflow rule with an email action
for notification of status changes
3. Use a custom object to track users and a workflow rule with an email action
for notification of status changes
4. Use case teams to track users and an Apex trigger for notification of status
changes

8. Universal Containers plans to deploy the new Service Cloud console to its support
team. Which steps should be considered in deployment? (There are three correct
answers.)
1. Customize highlight panels for all objects.
2. Set up interaction logs and assign them to user profiles.
3. Assign users the Service Cloud User feature license.
4. Set up users and assign them to a queue.
5. Customize case list views.

9. Universal Containers plans to migrate data into Salesforce from legacy system.
Which step should be taken before performing the data migration? Choose 2
answers
1. Enable data validation rules
2. Perform data cleansing
3. Develop data map
4. Normalize database

10. Universal Containers purchased Knowledge and would like to implement it as soon
as possible. What approach should a consultant recommend?
1. Activate the Knowledge sidebar within the Salesforce Console for Service.
2. Activate the Knowledge sidebar on the case detail page.
3. Create a Knowledge Visualforce component on the case detail page.
4. Create a Knowledge Visualforce component within the Salesforce Console
for Service.

11. Universal Containers requires that a case is logged for every incoming support call.
Each case could require an associated Return Materials Authorization (RMA)
and/or Field Service Request (FSR). The original case CANNOT be closed until all
RMAs and FSRs are closed. Universal Containers is considering whether RMAs
and FSRs should be stored on a child case or on a related custom object. What
should Universal Containers consider when designing the solution? Choose 3
answers
1. Average incoming case volume
2. Relationship to the primary contact
3. Case closure rules on the original case
4. RMA and FSR escalation requirements
5. Visibility and access to the RMA and FSR records

12. Universal Containers requires that a case status be updated 48 hours after a solution
 to the case has been emailed to a customer. Which Salesforce feature would be
used to meet this requirement?
1. Assignment rules
2. Validation rules
3. Workflow rules
4. Auto–response rules

13. Universal Containers requires that users have the ability to view specific cases, as
determined by the product type field on the case. An email should be sent to the
users when a case to which they have access is created or closed. What should a
consultant recommend to meet these requirements? Choose 2 answers
1. Escalation rules
2. Auto response rules
3. Workflow rules
4. Case teams

14. Universal Containers staffs its contact centers to allow for up to 20% of the total
case volume to be escalated. The contact center would like to measure case
escalation rate to staff to ensure sufficient training for Tier 1 agents. What solution
should a consultant recommend to meet this requirement?
1. Create a dashboard report to display and compare escalated cases against
non–escalated cases.
2. Create a case report with a custom summary formula to calculate the
percentage of escalated cases.
3. Create a formula field on the case record to calculate percentage of escalated
cases.
4. Create a daily snapshot report of all cases and calculate percentage of
escalated cases.


15. Universal Containers support manager wants to share product specific information
with their customer Communities. What should a consultant recommend to meet
this requirement? Choose 3 answers
1. Assign Article types to the Community
2. Enable Public Solutions
3. Enable Article deliveries
4. Publish Articles to external channels
5. Configure Content Library permission

16. Universal Containers support team requires its customers to submit their support
 inquiries via free form email (Outlook etc.). Additional requirements are listed
below:
1. Support attachments up to 20 MB per inquiry
2. Over 10,000 inquiries per day
Which solution should a consultant recommend to meet these
requirements?
1. Email to Case
2. Customer Chatter groups
3. On Demand Email to Case
4. Web to Case

17. Universal Containers wants to create a process to verify that customers are eligible
for support before a case is creates. A consultant recommends using entitlement
management to meet this requirement. Which benefit would be realized by using
the entitlement management feature? Choose 2 answers.
1. Ability to determine if a customer has escalated a case in the past
2. Ability to specify unique service levels for each customer
3. Ability to prompt callers for the service contract number within IVR menus
4. Ability to enforce service levels with the time dependent processes

18. Universal Containers wants to display a list of open cases, data from an external
system, and knowledge articles in one view in Salesforce. What should a consultant
recommend to meet this requirement?
1. Configure the Salesforce Console for Service, add Visualforce components,
and activate the Knowledge sidebar.
2. Configure the Salesforce Console for Service, integrate the external system,
and enable Knowledge
3. Configure the agent console and display the articles, case view, and external
system custom object
4. Create a custom Visualforce page to display case list view, external system,
and knowledge articles

19. Universal Containers wants to implement Knowledge to assist agents with the
resolution of cases. What should a consultant recommend to meet this requirement?
(Choose 3)
1. Create an email template to send articles as PDF attachments
2. Enable suggested articles on new cases
3. Enable article submission during case close
4. Enable article customization for open cases
5. Enable agents to create their own personal articles

20. Universal Containers wants to reduce incoming support phone call volume. What
action can be taken to meet this requirement? Choose 2 answers.
1. Enable service contracts and entitlements.
2. Implement Salesforce Console for Service to support agents.
3. Leverage Live Agent for web based chat
4. Implement Salesforce Knowledge on a portal.

21. Universal Containers wants to shorten the average call time in its contact centers by
prompting the customers to enter customer number and identify their order and
product information when they call for support. After providing this information,
the customer should then have the option to speak a support agent if they still need
help. Which system will help Universal Containers meet this requirement?
1. Computer Telephony Integration
2. Interactive Voice Response
3. Automatic Call Distribution
4. Order Management System

22. Universal Containers wants to track customer satisfaction (CSAT).Which solution
will automate the process for support agents to survey customers when cases are
closed.
1. Enable the case survey object for the customer portal
2. Utilize an AppExchange package to handle customer surveys
3. Create a validation rule for case survey email templates
4. Modify the user interface settings for the case survey sidebar

23. Universal Containers will be launching a telesales contact center. What should be
considered in the design?
1. Integration with Field service teams and apps
2. strategies to maximize call deflection
3. Performance for high volume of interactions
4. Integration with Lead Generation team and apps

24. Universal Containers would like articles to be suggested to agents based on
information they are typing into the case. What solution should a consultant
recommend?
1. Enable the Knowledge sidebar related list on the case page layout.
2. Create a Service Cloud Console and enable the Knowledge sidebar on the
case page layout.
3. Enable the Knowledge sidebar setting in the case support settings
 4. Create a Visualforce page called Knowledge sidebar on the case page layout

25. Universal Containers would like to provide their contact center agents with a map
image of their customers location based on the Shipping Address of their Account
Record. What should a consultant recommend as part of the solution?
1. An outbound message to a middleware platform to provide map details
2. A mashup integration on the Account page to a third party mapping service
3. A Web Service call out that retrieves map details from the backend system
4. A custom tab of type URL that displays a map image of customer location

26. Universal Containers, a new Salesforce customer, needs its millions of consumers
to have public access to Knowledge on its corporate website. The consumers also
need the ability to login to create, update, and read historical cases. Which product
and license type would meet all of these requirements?
1. Force.com Sites with Knowledge and Email–to–Case
2. Visualforce and Self–Service Portal
3. Force.com Sites with Knowledge and Web–to–Case
4. Force.com Sites and High–Volume Customer Portal

27. Universal Health Service is setting up Knowledge in its contact center for agents so
they can research articles while taking calls. The company needs to migrate the
existing knowledge base of documents and images into Salesforce. Which step will
be required for the implementation? Choose 3 answers
1. Create multiple CSV files, one for each article type
2. Create HTML files referencing image to be uploaded
3. Match each new article to an existing article type
4. Create a single CSV file, including all article types
5. Load all articles with the Apex data loader tool

28. Universal Health supports medical kits that have been distributed to thousands of
hospitals. Hospitals can request future credit by providing kit usage information by
patient. The regional processing teams review these requests and award coupons
for approved cases. What should a consultant recommend to manage this process
using Service Cloud?
1. Enable the self–service portal to generate logins for the hospital staff by
region.
2. Use Web–to–Lead to capture the credit requests and assign them to regional
teams using workflow rules.
3. Design a custom object to track credit requests and route them regionally
using assignment rules
4. Use cases to track the credit requests and route than to regional teams using
 assignment rules

29. Universal Telco sells and supports a line of smart phones. The company offers
support via phone, email–to–case, web–to–case, and a customer portal. The call
center manager is requested to drive support through customer self–service. Which
report should be included on the manager’s dashboard? Choose 3 answers
1. Number of Portal Logins per Day
2. Knowledge Article Usage
3. Average Call Handle Time
4. Cases by Support Channels
5. Escalated Calls

30. Using Import Wizard you can import Asset records at a time
1. 1000
2. 5000
3. 50,000
4. 100,000
5. You cannot import Assets via Import Wizard

31. Using standard case management capabilities, what can be emailed to a customer
as a PDF attachment?
1. Articles appearing in the Knowledge sidebar
2. Products and assets associated to the case
3. Knowledge articles attached to the case
4. Contract details related to the entitlement

32. What are benefits of deploying Knowledge in a high volume Service Cloud portal?
(Choose 2)
1. Replaces the need for an email channel
2. Eliminates tracking of customer entitlements
3. Uncovers gaps in the knowledge base
4. Reduces incoming call volume

33. What are some uses of www.trust.salesforce.com in business continuity planning?
(Choose 3)
1. To provide online security threat information
2. To provide live and historical data on system performance
3. To provide information planning planned maintenance
4. To provide live support for system and data backup
5. To provide best practices for continuity plans

34. What is a benefit of a quality monitoring system? Choose 2 answers
1. Lower the average speed of answer (ASA)
2. Teach new agents how to handle difficult situations
3. Enforce a consistent standard of service for customer interaction
4. Capture inappropriate word usage and generate reports

35. What is a business continuity challenge in a cloud–based contact center that
operates 24/7?Choose 2 answers
1. Highly available telecom solution
2. Periodic maintenance windows
3. Server hardware infrastructure rebuilds
4. System software restore after an outage

36. What is the primary function of a private branch exchange (PBX)?
1. To receive multiple calls at one time
2. To use speech recognition to direct calls
3. To report the caller’s background information
4. To transfer calls to different agents


37. What key metric should a contact center manager use to evaluate the effectiveness
of a new Service Cloud implementation? (Choose 2)
1. First contact resolution rate
2. Number of total cases handled
3. Total number of solutions created by agent
4. Average number of knowledge articles published

38. What metrics should a contact center manager consider to measure adoption of
Salesforce Knowledge? (Choose 2)
1. Number of cases escalated by agent
2. Number of articles created by agent
3. Number of articles attached to a case
4. Number of solutions created by agent

39. What process is a use case for Visual workflow? Choose 3 answers
1. Field validation during case creation
2. Cross self-promotions for representatives
3. Assignment of email to a case queue based on subject
 4. Decision based troubleshooting for representatives
5. Caller verification and creation of a new case

40. What solution should a consultant recommend while designing a plan to decrease a
company’s cost per call? (Choose 2)
1. Increase the Call–to–Order ratio
2. Use integrated voice response
3. Bypass entitlement verification
4. Use suggested Knowledge articles

41. When a Self Service Portal User adds a Case Comment the following actions take
place:
1. An email is automatically sent to the case owner
2. A Workflow rules is activated
3. An Assignment Rule is Activated
4. None of the above

42. When planning for the migration of an existing knowledge base into Salesforce
Knowledge, what factors are considered which articles to migrate?
1. Last modified date and frequent search terms
2. Last modified date and number of recent article views
3. Original creation date and total number of article views
4. Original creation date and average rating of articles

43. Which application will allow a client to enable Ideas on a public website?
1. Partner portal
2. Self–service portal
3. Sites
4. Customer portal

44. Which capabilities of the console can the company use to help improve its contact
center performance? (Choose 2)
1. Allows Chatter Messenger to be used between agents
2. Displays records and their related items as tabs on one screen
3. Is available for users in the partner portal
4. Indicates when records and lists are changed by others

45. Which document should be created to support the initial planning phase of an
implementation project? (Choose 2)
 1. Requirements traceability matrix
2. Solution design document
3. Project milestones
4. Project kickoff presentation

46. Which metric influences customer satisfaction Choose 2 answers
1. After call work
2. Cost per call
3. First call resolution
4. Call quality

47. Which of following is granted by the Manage Cases Permission (Select the all that
apply)?
1. Set support business hours
2. Edit the Support settings
3. Set up Email–to–Case
4. Mass Transfer Cases
5. Create, Edit, and Delete custom fields on the Case Object
6. None of the above

48. Which of the following utilize the Automated Case User (Select all that apply):
1. When a case is automatically assigned using assignment rules this user is
listed in the case history
2. When an email notification is triggered via workflow this user is listed in the
case history
3. When a case is escalated this user is listed in the case history
4. When a case is created via Web–To–Case this user is listed in the case
history
5. When a case is created via Email–To–Case this user is assigned as the case
owner

49. Which solution can be used to improve call deflection?
1. Knowledge base
2. Community forum
3. Assignment rules
4. Web chat
5. Case routing

50. Which statement is true regarding the salesforce CTI adapter? Choose 3 answers
1. It acts as an intermediary between telephony systems, the salesforce Call
 Center application, and Salesforce user interface
2. It is a server–based software program that controls the appearance and
behavior of a Salesforce Softphone
3. It is based on the Salesforce CTI Toolkit and consists of source code,
libraries, and filed
4. Prebuilt CTI adapters for different telephony systems are available on the
Force.com AppExchange
5. It does NOT require a software install for each call center user on a
Windows–based PC.

51. Which Statement is true regarding Salesforce Chatter Answers Choose 3 answers
1. Answers can be exposed to partner portal users
2. External users can subscribe to Answers
3. Escalate a question to a case
4. Knowledge articles can be created from Answers

52. Which statements are true regarding a prebuilt Salesforce computer telephony
integration (CTI) adapter for different telephony systems? (Choose 2)
1. It is a server based software program that controls the behavior of a
Salesforce Softphone
2. It is an intermediary between a telephony system and a Salesforce CRM call
center user
3. It utilizes the Softphone capability from within the Salesforce application
4. It allows voicemails to be captured and stored as attachments on cases

53. Which step should a consultant take to import articles into Salesforce Knowledge?
(Choose 2)
1. Map articles with HTML sections to rich text area fields
2. Use change sets to import data categories
3. Create a separate .csv for each article type
4. Use the data loader to import unstructured articles

54. Which support channel requires the smallest amount of agent work time?
1. Web to case
2. Email to case
3. Web self-service
4. Chat

55. Which system would a contact center integrate with in order to provide field
service agents with information needed to provide service at customer sites?
 1. Telephony
2. Order Fulfillment
3. Enterprise Resource Planning (ERP)
4. Marketing

56. Which task should be included in a business continuity plan for a contact center?
(There are three correct answers.)
1. Route cases to agents in an alternate center.
2. Disable the Interactive Voice Response (IVR) system.
3. Deliver training on case handling for contingent staff.
4. Update the case status field values.
5. Monitor service level agreements (SLAs) and notify customers.

57. Universal Containers plans to deploy Salesforce Console for Service to its support
team. Which step should be considered in deployment? (There are three correct
answers.)
1. Customize highlights panels for all objects.
2. Set up interaction logs and assign them to user profiles.
3. Assign users the Service Cloud User feature license.
4. Set up users and assign them to a queue.
5. Customize case list views.

58. Universal Containers needs to closely manage the publishing life cycle for articles
in Knowledge. Article managers will be granted different publishing capabilities,
from article creation through archiving published articles. How should the
permissions for article managers be set up?
1. Create public groups with article managers and assign each group to specific
article actions.
2. Create publication teams with article managers and assign each team to
specific article actions.
3. Create public groups with article managers and assign each group to specific
publication states.
4. Create publication teams with article managers and assign each team to
specific publication states.

59. A support agent has a detailed question about product functionality. The agent
needs to access in real-time response from internal subject matter experts. Which
feature will help the support agent send this question to the right group of people?
1. Mass email.
2. Chatter groups.
3. Public groups.
 4. Escalation rule.

60. Which native Service Cloud solution is used for case satisfaction surveys?
1. Enable the case survey option on the case object.
2. Enable the case survey auto-response rule.
3. Check the survey option in the case settings.
4. Create a Web-to-case form with a custom case type of survey.

Answers
Answers to final set of questions:

1 a 21 b 41 a

2 c,d,e 22 b 42 b

3 c 23 c,d 43 a

4 a,b 24 b 44 a,b

5 d 25 b 45 c,d

6 a,d,e 26 d 46 c,d

7 a 27 a,b,d 47 e

8 a,b,c 28 d 48 d

9 a,b 29 a,b,d 49 a

10 a 30 e 50 a,d,c

11 c,d,e 31 c 51 a,c,d

12 c 32 c,d 52 b,c

13 c,d 33 a,b,c 53 a,c

14 a 34 a,c 54 c

15 a,d,e 35 a,b 55 b

16 a 36 a 56 a,c,e

17 b,d 37 a,b 57 a,b,c

18 b 38 b,c 58 a

19 b,c,a 39 a,d,e 59 b

20 c,d 40 b,d 60 b