Questions Service Cloud

1. Setting up a field service dispatch contact center  which functionality should be

considered when designing the contact center?
• Mobile access to case information
• Visibility into entitlements
2. New App: Service Console app in production: deploy changes from sandbox to
production and update agent profile to have access to new app (and access to old
app can be removed)
3. Agents who resolve issues related to laptops (products) are only able to created/edit
articles (access) related to laptop issues: create different permissions sets for
providing access to article or knowledge record types (different types of products
which have different article types)
4. Reduce number of record to process will speed up performance:
• Archiving data regularly
• Keeping recycle bin empty
• Using selective queries
5. Influence Average handle time: (time agent speaking with caller)
• Knowledge base
• Automation of tasks
• Simplified processes
6. Loading time of case detail page is slow  improve UI performance:
• Enable Separate Loading of Related Lists
• Reduce number of fields in related lists
• Add two-column index: 1) filter 2) sorting
7. To address queries regarding orders more efficiently, order info from external ERP
system is displayed directly in console: develop custom component and add console
sidebar or Lightning console page
8. Chat invitations: pop up automatically on website when customer has been on for
more than 15sec:
• Statis resources
• Skills: chat button is associated with skill
• Salesforce site
9. Reduce escalation rate:
• Entitlements with milestones and milestone actions
• Configure Omni-Channel: route work items based on work size, skill, capacity
• Checking case assignment rules: ensure cases are assigned appropriately
10. Influence Average speed of answer: (time callers wait in queue before agent answer)
• Number agents available
• Average handle time
• Number of incoming calls
• Alternate interaction channels: reduce number of incoming calls
11. Agents divided into Product Support and Technical Support skill groups; PS can access
the Chat icon from console, but TS cannot:
• Chat user feature license is not assigned to users
• TS agent profile is not ‘API enabled’ administrative permission
12. Large amount of data stored in ERP system, R&D taking a long time to load:
 Create R&D with filters on indexed fields to show only required data
13. Increase adoption of knowledge:
 Reward agents based on number of articles approved and published
 Enable suggested articles  find articles and use them more
 Map case fields to data categories: filter articles assigned to data categories
and bring them to top of suggested articles list
14. LDV, ensure system performance will not be degraded:
• Requesting custom indexes
• Segmenting data with Divisions: separate customers into smaller groups
• Segmenting with Tiered data: segregates inactive data into archive objects
15. Answer a customer inquiry, needs a response form product manager:
 Create a post within case feed and mention ‘Product manager’ Chatter group
 Omni-channel: transfer work items to a different skill set so they can be
resolved by agent with right skills
16. Agents to have access to product info from external system, requires authentication
when user needs to access info (only 3% of callers)
Use Canvas: external system integrated with SF if it requires authorization, product
stock info is not required regularly, agents can access info whenever they receive
inquire
17. Business drivers of technical support call centers:
• Increase revenue from field services
• Reduce average repair times
18. Impact of low agent performance on case resolution:
 Case closed by agent
 Case resolution time of each agent
 Case activities performed per case: understand how agents are working to
close cases
 Case created
 Case escalated
19. Improve report performance:
 Use report filters to reduce number of records queried eg. Time frame filters
 Use report filters on indexed fields
 Create custom indexed by sending a request to SF customer support
 Create formula fields instead of summary formulas
20. Improve report performance on multiple objects:
• Extract the data and report on it in a data warehouse
• Aggregate the data into third custom object and report on this object
21. Capabilities of Social customer service starters pack:
 Facebook and Twitter as social networks
 Inbound and outbound social posts appears as items in case/lead feed
 Create a lead or case from a conversation
22. All articles should be reviewed by managers before published, while some articles
should have a layer of legal review as well:
 Create at least 2 different approval processes
 Create at least 2 different article types
 Grant manager ‘Manage Knowledge’ permission
23. Share product-specific info (content) with customer communities:
  Publish articles to external channels
 Enable public Solutions
 Assign articles types to the Community
24. A new customer to SF is considering implementing a customer portal, the customer
has millions of users and plan to evaluate a high-volume customer portal:
Users are not associated with a role in the hierarchy
25. Two capabilities of Knowledge ensure accurate content in Articles:
 Validation rules for Article Types to verify all fields during creation
 Data Category to assign an Article Type to a reviewer
26. Import articles into SF Knowledge:
 Map articles with HTML sections to rich text area fields
 Use Data Loader to import unstructured articles
27. Article Type “Tabs” display: display each field group as a tab
Article Type “Tab Table of content”: display sections on one page with hyperlinks to
each section
Article Type “Custom”: Visualforce pages to display section matches the look and feel
28. CC must be notified whenever Open Case has not been touched for 24 hours:
 Scheduled Reports
 Time-based workflow rules
 Milestone actions
 Process builder scheduled actions
29. Display list of open cases, data from external system (in SF), knowledge articles in
one view in SF:
 Configure Service Console + add Visualforce components + activate
Knowledge sidebar
30. Users have the ability to view cases as determined by product type field on the case,
email should be sent to users when a case to which they have access is created or
closed:
• Workflow rules
• Case teams
31. Contact center has support team for each product, agents should only be able to
view articles for the product they support:
assign team-based roles to the associated product data category value
32. Which three tasks should be included in a business continuity plan for a contact
center?
A. Route cases to agents in an alternate center
C. Deliver training on case handling for contingent staff
E. Monitor service level agreements (SLAs) and notify customers
33. UC 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? Create public groups with article managers and assign each
group to specific article actions
34. Agents need quick view only access to external database:
 Display data in SF via Connect/ Visualforce page
 Use web service API to integrate external database with SF
 35. Assigns the contact center agents to certain interactions channels and would like to
optimize the agent’s desktop based on their assigned interaction channels:
Create multiple SF Console for service apps and configure them based on user’s
requirements
36. Uses of www.trust.salesforce.com in business continuity plan:
• Provides live and historical data on system performance
• Provide online security threat info
• Provide info planning planned maintenance

Need to knows
• Knowledge (Articles, Permissions, Integration with Communities, Knowledge
‘Lifecycle’, Migrating to Knowledge, Import)
• dynamic dashboarding and sharing
• sharing rules
• Data Migration: hoe deployen in Service Cloud
• Marcos and Quick Text (why and how you might use them)
• response matrix (welke tool gebruiken voor welk type klantvragen)
• ook 1 vraag field service
• Case Setup, including Console (both Classic with Case Feeds and Lightning Service
Console)
• entitlements, entitlement processes, milestones and milestone actions
an Entitlement/Milestone vs Escalation rule
• migration plan (plan prepare validate execute test)
• duplicate data en imports
• Omni-channel, what it is used for and capabilities.
• service channels in general
• Email to Case, versus On-Demand Email to Case
• vragen rond chat functionaliteit

Udemy
Case Management
1. when there is problem with a shipment, their CC must respond within 1 hour, and
resolve the issue within 24hours: Enable and configure Entitlement Management
(Entitlement Settings) with Milestones (make sure case is tracked and resolved in
timely manner)
2. Help agents know whether the current entitlement is still active:
Status icon field visible on entitlement page layouts
3. Needs case status automatically updated to resolved 48h after the solution is sent to
customers: Workflow Rules: Time-based Field Update
4. Agents and product managers need to participate in case process, cases must be
updated as they move through the steps in the process. All changes to a case must be
tracked in the case feed  configuration step is required?
• Configure case status values and set up feed tracking for cases
• Create contact roles and case teams (both participating)
5. A client has a need for multiple people to work on the same case on the same time:
enable Case Teams (Case Team Roles: name + case access)
 6. Client has two different processes for creating a new cases depending on who is
originating the case (one process = 10 steps, other = 3 steps). Once case is created,
the layout looks the same for all cases regardless of which process was used:
Use visual workflow (Flow Builder) to create a case entry wizard:

Industry Knowledge
1. ERP (Enterprise Resource Planning): order history, inventory levels of products,
invoicing of customers
 using one of integration patterns: mashup, web service call
2. RTO (Recovery Time Objective): max acceptable time to restore
3. RPO (Recovery Point Objective): acceptable amount of data that can be lost when
recovering from a business disruption
 Log a data recovery case with SF support
Service Cloud solution
1. before a case can be closed, the ‘Summary’ field and ‘Case Source’ field must be
completed: Validation Rules (if the case is still open, leave the field open and be able
to save the case)
2. Implementing Service Console, configuration?
• Assign each user a Service Cloud feature license
• Configure the highlights panel for each object
• Configure Omnichannel to enable screen pops
3. Need to improve contact center cost per case
CC cost/case impacted by agent-handled cases, not self-service/field service
• Create Macros to reduce average handle time  agents faster
• Implement validation rules to improve data quality  reduce re-work: less
errors in the case so that the customer don’t have to call back multiple times
• Create a customer satisfaction survey to improve loyalty
• Enhance Knowledge articles to increase self-service rate
4. In what external system would you likely to find repair and returns master data:
• Enterprise resource planning (ERP) eg. problem with laptop
• Commission Management  Sales Contact Center or cross-selling products
• CTI  soft phone control and call data (call volume, length of call, email data)
• WFM  agent scheduling and adherence (vacation requests, skill levels)
5. Not a feature of Service Console:
• View multiple records on separate tabs of the same screen
• Use interaction log which can capture case activities
• Access to CTI controls
• Access to console via Partner Community
Implementation strategy
1. Preparing to deploy SC to its CC (operates globally 24/7, has 3 centers serving
different regions and the same implementation team must support all the centers:
 • Deploy a pilot, then phase roll out to each country (operates 24/7, 3 centers,
same team)
• Big Bang deploy (should be avoided as possible because of high risk)
2. Contact center deployment failed due to poor user adoption  improve:
• Side-by-side observation with end users before Build
• Execution of User Acceptance Test (UAT) for validating
• User believe they had input into system design
Data management
1. What criteria can be used to select what cases should be migrated from a legacy
system into a new SC environment: Case close data < 1 year
2. Implementing SC and typically handle 50,000 customer inquiries per day:
Seek advice from LDV team
3. What method can be used to improve data quality of case records in contact center?
• Use visual workflow to guide agents trough case creation
• Use validation rules to enforce data entry standards on cases
• Use a case trigger to warn user of possible duplicate cases
4. What factor should influence the decision of what data should migrated into new SC
environment:
• Expected use cases for historical data
• Degree of similarity in data model with the old environment
• Availability of alternative historical data access options
5. Integrate its contact center data from other systems with SC data for reporting
purposes. These systems include telephony, IVR, WFM, Quality Assurance
• Create a reporting integration using SF Wave to view the external data
(without needing to bring it into SF)
• Create a nightly batch to export SF data into data warehouse containing all
the data (merging of data)
Customer Data Warehouse = system used to combine data from multiple
different systems to be used for analytics and reporting
 nightly batched integrated to SC
SF is not designed to report on LDV  load case data from SF into data
warehouse and use BI tool for reporting
• Use Open CTI to integrate the SC Console with the external data
Contact Center analytics
1. Decrease total agent-assisted interactions, what report could help impact?
• Agent-assisted inquiry volume: Count of cases with 2 or more agent
interactions  increase first call resolution
• Self-service effectiveness: % Public Articles with rating below 3 stars (articles
rating lower than 3 stars are not solving customer issues)
 Improve Public knowledge base quality
• % cases with an attached Knowledge article
• % cases originated via chat vs phone
2. How well Service Cloud is being adopted internally across the company:
• Count of Cases closed per agent
• Count of Knowledge articles created
• % users with last login less than 1 day
• Count of Knowledge articles viewed via Community (externally)
 • Count of Email cases created
Interaction Channels
1. How can a company use SC let customers request support from mobile device?
• Use Embedded Service SDK for Mobile Apps to integrate case creation or chat
to a mobile app
• Embed Chat and Case creation into company website accessible from a
mobile browser
Knowledge management
1. What is a feature of SF Knowledge?
• Ability for users to rate articles on a scale of 1 to 5
• Support for approval process during article authoring (review for publish)
• Ability to archive articles when they are no longer needed
(also schedule archiving)
• Support for article body text to be automatically translated
(Knowledge settings > Language settings)
• Attaching of articles to case emails as Microsoft Word
(can be attached as PDF)
2. In call center agents need to see extra info in public knowledge articles that
customers cannot, such as instructions on routing the case type correctly
Use article type of ‘Public Article’ with ‘Agent Instructions’ field using field level
security (only available to internal users so that agents can see the text of the field
when they view the article) RECORD TYPES  SHARING CONTENT WITH PROFILES
3. One way that knowledge can be integrated into case management process?
• Knowledge search can be PRE-filtered based on case category (field)
eg. filter: status is high
• Cases can be automatically converted to knowledge articles
(Knowledge settings > case settings: select ‘Allow users to create article from a
case – Classic Only’)