
FOF Workflow & Process Automation/Service & Support Applications
Quiz by Hope Pate
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What does the Administrator need to be aware of when using email alerts?
Which of the following are true regarding automated case actions in Salesforce? Choose 2 actions.
In order to improve efficiency, and automate actions on cases, a Salesforce Administrator is considering use of bulk macros. Which of the following statements are true regarding the use of bulk macros?
How can support agents who use the Case Feed complete repetitive tasks quickly and consistently?
While designing a Flow in the Flow Builder, which resource allows creating a container to hold multiple field values related to a single record?
The Salesforce Administrator of Starlight Enterprises has setup a time-dependent workflow rule that will send an email 30 days before a renewal is due. The evaluation criteria is set to "Evaluate the rule when a record is created, and any time it's edited to subsequently meet criteria". What will happen if the renewal date is changed?
An administrator is considering the use of workflow rules for a new custom object Application. When are workflow rules evaluated?
When creating a workflow rule, which of the following are valid workflow evaluation criteria?
During a meeting with sales managers, the Salesforce Administrator is asked the different ways that they can approve or reject discounts. Where can approval requests be approved or rejected?
An existing workflow rule is being used to update the status of a Case record after it is created. Due to a new requirement, the Salesforce Administrator needs to add a time-dependent action that triggers an email alert if the case with an open status if not closed 7 days after being opened. However, the option to add time-dependent workflow actions is not available. What could be the reason?
Which of the following are used while designing a Flow in the Flow Builder?
The management at Fixx Cosmetics would like to make the case routing process more efficient in Service Cloud. Specifically, they are concerned that some support agents are receiving too many cases while others are not working on more than a few cases per week. Which feature would you recommend to make case routing more efficient?
A Salesforce Administrator works in a company that needs to implement an automates solution that will run when an opportunity is won. It should automatically create commission records based on opportunity team data and update specific fields on the related account and opportunity. How can Flow Trigger Explorer be used to help achieve this task?
A System Administrator is building a Flow that should be triggered after a record is updated. When the rating of an Account record changes to "Hot", the flow should automatically send an email to the Account Manager and send related data to an enterprise resource planning system using Apex code. When the rating changes to "Cold", it should only send an email to the Account Manager. Without using the "IsChanged" operator, which would be the correct way to configure the outcomes in the Decision element for the flow for this use case?
A callout that retrieves the latest currency exchange rates from a third party web service is performed by an invocable method. The invocable method is executed after a record is created. The record is then updated with the data returned by the callout. Which of the following are valid statements regarding the Transaction Control settings of the flow?
What is true regarding Web-to-Case?
Cosmic Solutions would like to understand the relationships between cases and be able to view these relationships. How would they create a relationship between the two cases?
The support department of Cosmic Supermarket Online receives several emails from customers asking about the return policy. The support director would like support agents to automate the process of sending a reply to these customers using Quick Text. The agents use a Service Console app in Lightning Experience. What should be added to the utility bar of the app to fulfill this requirement?
Cosmic Innovations has recently started using Service Cloud for case management and has set up Email-to-Case to automatically create cases from email messages sent by customers. A training developer hired by the company is creating a training manual for its support agents. It should include detailed instructions about using various Service Cloud features, including the email publisher in the case feed to answer customer questions. Which of the following capabilities should the training developer keep in mind while creating content about working with emails in Lightning Experience?
The customer service reps at Courtney Cosmetics use a Chatter group to share suggestions related to support. The service manager is the owner of the group and has requested that the System Administrator create an automation of a post to the manager's Chatter feed that will occur whenever the number of members to the Chatter group increases or decreases. Which automation tools would be best to use to complete this task?
What situations can trigger an auto-response rule?