11 Salesforce admin certification - Service and Support Applications 1 / 14 Which Case Collaboration tools are available for the Users? select 3 Case Emails Case Comments Case Screan Case Builder Case Feed 2 / 14 Case Feed Item can be marked view or read/write marked public or private marked read only or read/write 3 / 14 In the Case feed, Emails can be sent to customers using the ‘Email’ button action ‘Email’ quick action ‘Email’ send action 4 / 14 A case can have Only 3 active assignment rule 5 active assignment rule 1 active assignment rule 5 / 14 Which Object record can be assigned as members of a queue? Users, roles or public groups Users, Accounts or Contacts Users, Accounts or public groups 6 / 14 Case Macro actions include Create user Replace field values Create report 7 / 14 For Salesforce Org, Web-to-Case Can capture up to 1000 cases a day 5000 cases a day 10000 cases a day 8 / 14 How Case can be created? Manual Creation, Email-to-Case, Web-to-Case Manual Creation, CSV-to-Case, Web-to-Case Manual Creation, Excel-to-Case, Web-to-Case 9 / 14 Each Case escalation rule entry can have up to 3 escalation actions 10 escalation actions 5 escalation actions 10 / 14 Each Case Auto-Response Rules can have multiple rule entries. can have maximum of 3 rule entries. can have one rule entrie. 11 / 14 How many duplicate cases can be merged to create a master case record? 5 2 3 12 / 14 Cases can be created from Report, web, chat, or phone. email, web, chat, or report. email, web, chat, or phone. 13 / 14 Case can have Only 2 'Auto-Response Rules' active at a time multiple 'Auto-Response Rules' active at a time Only 1 'Auto-Response Rules' active at a time 14 / 14 Which features are available in Service Console? Select 3 Product list Chat Case Score Case feed Macros Your score is The average score is 61% LinkedIn Facebook Twitter VKontakte 0% Restart quiz Share this:TwitterFacebook
