Information Technology Infrastructure Library

- only consistent nad comprehensive documentaton of best practices for IT Service Management

Knowledge Centered Support

- set of practices that integrates the creation and maintenance of knowledge into a set of clearly defined customer interactions

- practices specify a powerful process for continuous learning nad improvement that is driven from customer experience

Extension of Service Cloud 2 that provides customers with a vehicle to provide the right information to the right person for a specific problem. It is multi-demensional feature that is comprised of targeted delivery, categorization, workflow and analytical capaibilities. 

Articles can be image-rich, broken into sections and quickly emailed to your customers. Can share knowledge across channels through private web and public web (google results).

Administering SalesForce Knowledge

1- Case deflection

2- increased customer satisfaction

3- Decrease case escalation

Administering SalesForce Knowledge

1. Assign internal experts to review knowledge articles

2- Ensure users see immediate benefits for using knowledge

3- Use easy to understand language

4- Leverage sandbox to assist with implementation

Administering SalesForce Knowledge

Templates for articles

2 standard templates: Tab or Tabular format

Can create custom format using visualforce

A app must have at least 1 template

Article types should enable actionable content; content that enables agents or customer to access the information online with ease

Administering SalesForce Knowledge

Public knowledgebase

customer portal

internal users

Article types can be displayed on multiple channels

Administering SalesForce Knowledge

Means to classify articles and assign articles to roles

Allows for searching of logical groupings as opposed to specific articiles

Administering SalesForce Knowledge

Role Based

- restricts access to categorized articles by mapping data categories to user roles

- users not assigned to a role will only see uncategorized articles

Defailt

- allow access to categorized articles to al users who do not have roles

Administering SalesForce Knowledge

- Once a category is defined, categories up to 5 level deep can defined

- Each category group can have only 100 categories

- Category groups are hidden from users until they are activated

- Customer portal users inherit access rights of their account owner

- publishers can add one or more categories to an article

Administering SalesForce Knowledge

1- Creating synonyms 

- Allow users to search using common terms and stil locate correct content

- can create up to 6 synonms within each group

- must create a minimim of 2 synonyms per group

- synonyms are active when saved

2- Stemming

- search for multiple forms of word at once

- available by default

Administering SalesForce Knowledge

View Articles 

- gives access to article tab and to articles in general

- users who will find and view articles need this permisison

- on by default on standard profiles

Edit Articles

- Access to the article management tab and allows publishing 

- for users who will create edit and archive and delete articles

Manage SalesForce Knowledge

- access to knowledge related setp pages; on by default to admin profile

Administering SalesForce Knowledge

Which of the following is a typical user of Salesforce Knowledge?

A- Support Agent

B- Sales Rep

C- End Customer

D- Internal Training Team

E- All of the Above

E

Administering SalesForce Knowledge

TRUE OR FALSE:

Salesforce Knowledge offers the ability to store powerpoint files, PDFs, office documents and any other type of file with no restrictions on size or length

False

Documents and Content rather than Knowledge would be used 

Administering SalesForce Knowledge

True or False:

Salesforce Knowledge offers adminstrators the ability to fully customize the way an article type displays to an end user?

TRUE

Can display an article type to a channel in several different ways. 

Administering SalesForce Knowledge

Which of the following features is not unique to salesforce knowledge?

A. Article Types

B, Categories

C. Synonym Search

D. Custom Page Layours

D

Administering SalesForce Knowledge

Create - use templates and categories

Colloborate - assign to team members to contribute content or translate

Deliver to Channels - publish to Agents, customers portals

Analyze and Improve - edit, archive, delete

Organize - Use Article Management Tab

Publishing Articles with Knowledge Management

True or False

All articles need to be published immediately

False

Can schedule a data for the future when article is published

Publishing Articles with Knowledge Management

Leave article up while being edited - use this if making minor changes

Take article down - use this when making large edits

Publishing Articles with Knowledge Management

- Internal users and customer portal users can rate articles on scale of 1-5

- Every 15 days if an article has not received a new vote, its average moves up or down according to 1/2 life calculations preventing articles from being artificially high or low when compared to newer articles

- Articles without recent votes trend towards an average rating of 3 stars

- articles tab allows comparing ratings ro different articles

- votes are totaled into a score

Administering SalesForce Knowledge 

True or False

When an article is assigned to you it becomes locked and other users cannot access it

FALSE

Publishing Articles with Knowledge Management

True or False

If you need to correct a spelling mistake, you will need to remove the article from the knolwedge base before you can edit it. Users won't have access to that article until it is republished.

FALSE

Publishing Articles with Knowledge Management

Which of the follwoing best describes Data Categories:

A- Data categories are like tags, and end users apply the categories they feel best describe the content of en article

B- Data categories are used by knowledge managerment team to direct content to the appropriate users

C- Data Categories provide business contet nad can be used to narrow a search

B, C

Publishing Articles with Knowledge Management

Salesforce does not provide sample article reports

To create Article reports create a new report type; 

Prmary objects available are:

- Knowledge Articles - select to compare info about individual articles

- Knowledge article searches - select to analyze # of searches per day, month year

- Knowledge articles views - select to analyze number of views per day, month, et

- knowledge article votes - analyze number votes per day, month, etc

- knowledge article keyword search - select to see which keywords have been used to search knowledgebase

Answers is a feature of the Community application that enables users to ask questions and have community members reply with answers. Community members can then vote on the helpfulness of each reply, and the person who asked the question can mark one reply as the best answer

When a member of an answers community asks a question and other community members post a reply, the asker can mark one of the replies as the best answer. The best answer then appears directly under the question (above the other replies). Identifying the best answer helps other community members with the same question quickly find the most relevant, useful information.

Communities help organize ideas and questions into logical groups with each community having its own focus and unique ideas and questions. Professional Edition organizations can have only one internal ideas community. All other editions can have up to 50 communities shared between ideas and answers.

Ideas are suggestions posted by the members of an ideas community. For example, if the focus of a particular community is “Ideas for car features,” an appropriate idea for that community might have the title “Insulated cup holders that keep your beverage hot or cold.” Or, if the focus of a particular community is “Ideas for our company's employee benefits,” an appropriate idea for that community might have the title “On-site day care.”

- Verify if your customers are eligible for support

- Create and maintain service contracts for customers

- Specify unique service levels for each customer,

- Enforce service levels with time-dependent, automated processes that instruct reps how to resolve cases

Administering Entitlements

1- Entitlements only

2- Entitlements with Service Contracts

3- Entitlements with Service Contracts and line items

Administering Entitlements

-Support Reps verify that contacts are entitled to customer support before cases are created

- No need to manage customer's entitlements as part of service contract

- Entitlements do not have renewal process

- Entitlements are not purchased by customers but bundled with Products

Administering Entitlements

- Support reps verify that a customer is entitied to support based on a service contract

- Entitlements are purchased and managed seperately from the Products they cover and are part of a service contract

- Entitlements are renewed at a contract level and not individually

- SFDC is used for customer support but may not be used to manage service contracts

Administering Entitlements

- Support reps verifiy that a customer is entitled to support based on line items of a service contract

- SFDC is used for customer support and to manage service contracts

- Support team managers service contract transactions such as transfer, merges, renewals

-Warranties, subscriptions or other support products appear as line items on sales order nad map to one or more entitlement

- Entitlements are created and updated through integtations

Administering Entitlements

An agreement with your customers for a type of customer support. Service contracts can represent different kinds of customer support such as warranties, subscriptions, or SLAs

Administering Entitlements

A Contract line item is a specific product covered by a service contract. 

You can only use Line Items if your company uses products

Administering Entitlements

Your support process is not based on individual service contracts. Which steps should you perform when setting up entitlements

A) Setup Service Contrats

B) Set up Contract Line Items

C) Set up both service contracts and contract line items

D) Customize entitlement fields and the entitlement page layouts

D

Administering Entitlements

What is the first step before setting up entitlements?

A)Specify the entitlements related lookup filters

B) Enable entitlement management

C) set up service contracts

D) Customize entitlement fields

B

Administering Entitlements

Regardless of the entitlement model used, which page layouts might you want to customize:

A) Entitlements Page layout

B) Case Page Layout

C) Account Page Layout

D) COntact Page Layout

E) Asset Page Laout

A,B,C,D,E

Administering Entitlements

- Contains all the steps or milestones that support team must complete to resolve cases

- Each process includes logic to determine how to ensure agents provide the correct service level to customers

- Timeline that includes all the milestones agents must complete to resolve a case

- Not all entitlements require a process

Administering Entitlements

What are milestones

(related to Entitlements)

Milestones are required steps in a support process. They're metrics that respresent service levels to provide to customers. Examples of milestones are: First response and resolution times

Valid Milestone Statuses are:

- Compliant - milestones are complete and not in violation

- Open Violation - Milestone on the case are violated; steps in process are incomplete

- Closed Violation - milestones on the case are violated but the steps have been completed

Administering Entitlements

What are milestone actions

(related to entitlements)

Time-dependent, workflow actions that occur at every milestone in an entitlement process. Example are sending email alert to user before violation or updating fields automatically

Three Types of action milestones are:

- Success Actions - The action to take when a milestone is successfully completed

- Warning Actions - The Action to take when a milestone is near violation

- Violation Actions - The actions to take when a milestone is violated

Administering Entitlements

Create a Task

Email Alert

Field Updates

outbound Message

Administering Entitlements

To set up an entitlement what must you do?

A) Set up Service Contracts with Contract line items and entitlments

B) Specify actions that you'll add to your entitlements

C) Set up milestones that you will add to your entitlement process

D) Delete all pending actions in the entitlment process queue

C

Administering Entitlements

Place the following steps in Order to create an entitlement Process

1) Enter a name and descriptions

2) Choose the criteria for cases to enter and exit the entitlement Process

3) Click Save

4) Click your Name | Setup|Customize|Entitlement Management|Entitlement Process

5)Selet the Active checkbox to enable the process

6) Click the New Entitlement Process

4, 6, 1, 5, 2, 3

Administering Entitlements

TRUE OR FALSE:

An Administrator must select milestones from an existing list of available milestones

FALSE

Administering Entitlements

Which actions can you add to a milestone

A) Success Actions

B) Repeat Actions

C) Warning Actions

D) Violation Actions

A, C,D

Administering Entitlements

TRUE OR FALSE

You can Cancel pending ations in the entitlment process queue

TRUE

Administering Entitlements

Which of the following functions can workflow be used for?

1) Sending email alerts about a case update

2) Escalating a case to management

3) Assigning a case to a queue

4) Assigning a follow up action to a support agent

1,4

Automating Service Cloud

Which tool is used to identify the cases that have matured?

A) Assignment Rules 

B) Escalation Rules

C) Workflow

D) Validation Rules

B

Automating Service Cloud

Put the steps in the correct order for an inbound call

1- The caller information is routed to the Partner CIT adapter

2- The Partner CTI Adapter displays possible caller matches within the agent's browser

3 A customer Calls

4- the telephone system routes the call to the agent's phone

3, 4, 1, 2

Force.com Connect for CTI

- make calls by dialing a number in the softphone, choosing # in online directory, or clicking # in contact, lead account record

- Receive calls

- Transfer call or place call on hold

- Quickly view SFDC record related to the call

-initiate conference calls

- Attach record to calls

Force.com Connect for CTI

Customizable call-control tool that appears to users assigned to a call center with machines on which CTI adapters have been installed. 

A softphone's functionality, user interface, and location are determined by the version of the CTI toolkit with which it was build

Force.com Connect for CTI

Toolkit provided by sfdc to build CTI adapters that integrate SFDC with 3rd party CTI systems. 

Toolkit help developers build CTI adapters that SFDC CRM Call center users install on their machines so they can use the features of a CTI system through the SFDC Softphone

Force.com Connect for CTI

Screen pops

click to dial

Automatic call logging

call control

What component handles the routing of the inbound call to an agent

A) PArtner CTI Adapter

B) Telephone system

C) The Internet

D) Salesforce.com

B

Force.com Connect for CTI

TRUE or FALSE

Call logging creates an activity and records it in the Open Activities related view? 

False

Force.com Connect for CTI

TRUE or FALSE

Salesforce users must be assigned to a call center before they can use the salesforce call center features

TRUE

Force.com Connect for CTI

TRUE OR FALSE

A user can be assinged to multiple Call Centers at the same time

FALSE

Force.com Connect for CTI

TRUE OR FALSE

Every call center has an associated call center directory

TRUE

Force.com Connect for CTI

TRUE OR FALSE

Directories may include phone numbers that are related to records in your system

TRUE

Force.com Connect for CTI

Designed for users in fast-paced environments who need to find, update and create records quickly. It improves on the Console tab by:

- work with fewer clicks and less scrolling

- limit switching between pages

- easily spot important infor

- see records and related items in tabs on one screen

- jot notes on each record in an interaction log

- access softphone in footer instead of side bar

What is an Integtration Log

(related to Service Console)

An area where you can make notes about the main record without navigating to a notes and attachments related list

Interactions log are archived on the activity history related list

- only available in ie 7,8 and firefox 3.5 and above

- visualforce pages may not display correctly

- Google adwords may not display

- All SFDC Conent items display as primary tabs in the service cloud console

- Call center users can only use a softphone in the Service Cloud console fi they are using a CTI Adapter build with verison 3.0 of the CTI Toolkit

- Doesn't meet accessibility requirements

- URLS to Service cloud consult may not work when pasted into browsers or selected from bookmarks

Identify the features of Customer Portals

A) Customer portals are scalable

B) Customer portals can be customized to match with your corporate branding

C) Customers and internal users access different databases through a customer portal

D) customer portals provide the same level of access to all user profiles

A,B

Launch your Own Customer Portal

Which of the folowing statements about Salesforce Communities are true

A) Ideas can have status

B) Ideas can be categorized

C) Only Admins can create ideas

D) Only internal users can post comments on ideas

A, B

Launch your Own Customer Portal

- Customer portals provide richer functionality than Self service portals

- Self Service portals help vustomer view or track a case status

- Customer portals allow customers to log, view, edit or close their own cases

- Customer portal allow for self registration