Salesforce.com Certified Administrator

Service & Support Administration
To pass this test you should be able to:
- Define a Case
- Describe use cases for Case Hierarchies
- Describe how to use Case Queues to manage Cases
- Describe how to use a Case Assignment Rule to assign and route Cases
- Describe use cases for Web-to-Case
- Describe uses cases for Email-to-Case
- Describe the functionality of the Case Escalation Rule
- Describe the functionality of the Case Auto-Response Rule
- Describe the functionality of the Business Hours
- Configure the settings and rules for Case processing, including Business Hours, Escalation Rules, and the use of Email Templates
- Define Solutions and how they can be associated with Cases
- Build a Solution Category tree and assign Solutions to Categories
- Define suggested solutions and explain where to use them
- Describe what content is accessible via the Self-Service Portal
- Describe the ways to access the Self-Service Portal
- Build a Case Queue, Assignment Rule, Web-to-Case, and corresponding Auto-Response Rule
- Describe use cases for Case Teams
Number of questions:
 

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