The administrator at DreamHouse Realty added anemail quick action to the Case page
Layout and is unable to see the action on the case feed.
Which feature must be enabled to ensure the quick action will be displayed as expected?
Correct Answer:
B
Email-to-Case allows you to create cases from incoming emails. You need to enable this feature and set up routing addresses and case creation settings.
References: https://help.salesforce.com/s/articleView?id=sf.customizesupport_email_to_case.htm&type
=5
The support manager at Cloud Kicks wants to respond to customers as quickly as possible.
They have requested that the response include the top five troubleshooting tips that could help solve the
customer’s issue.
What should the administrator suggest to meet these requirement?
Correct Answer:
C
Knowledge articles are documents that provide information or solutions about products, services, or processes in Salesforce. You can use knowledge articles to respond to customers quickly and consistently with accurate information. You can create different types of articles with different templates and fields, such as FAQ articles, troubleshooting articles, how-to articles, etc. To meet the requirement of responding to customers with the top five troubleshooting tips that could help solve their issue, you need to create knowledge articles with those tips and attach them to your email responses or case comments.References:https://help.salesforce.com/s/articleView?id=sf.knowledge_article_ty pes.htm&type=5
New leads need be routed to the correct Sales person based on the lead address.
Correct Answer:
B
Lead assignment rule is a feature that can be used to route new leads to the correct sales person based on the lead address. Lead assignment rule can assign leads to users or queues based on certain criteria, such as lead source, industry, or location. Lead assignment rule can also send email notifications to the new lead owners or other recipients.References:https://help.salesforce.com/s/articleView?id=sf.leads_assignment_rules.htm&type=5
The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.
What case management tools need to be utilized for this requirement?
Correct Answer:
C
To acknowledge cases with a Case Reason of Installation immediately via email and assign them to appropriate agents, and escalate cases that are still in New status after 4 hours to support management, an administrator should use Auto-response rules, Queues, and Escalation Rules for case management. Auto-response rules allow sending automatic email responses to customers based on case criteria. Queues allow grouping cases that share common characteristics and assigning them to a group of users who can access and work on them. Escalation rules allow escalating cases that meet certain criteria to higher-level users or groups and sending email notifications. Macros and Entitlements are not case management tools that can be used for this requirement. References: https://help.salesforce.com/s/articleView?id=sf.case_autoresponse.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5
The administrator at Cloud Kicks has been asked to replace two old workflow rules that are doing
simple field updated when a lead is created to improve processing time.
What tool should the administrator use to replace the workflow rules?
Correct Answer:
B
Before Save Flows are a type of record-triggered flow that run before a record is saved and can update fields on that record without any additional actions or DML operations. They are faster and more efficient than workflow rules or process builder for simple field updates when a record is created or updated.References:https://help.salesforce.com/s/articleView?id=sf.flow_concepts_before_save_update.htm&type=5
