1. Entitlements and types of entitlements
2. Milestones. How to use it with Cases?
3. Service Contracts
4. Salesforce Content
5. Salesforce Knowledge Articles, Article Types, Data Categories—association among these three
6. Article Search, Review, and Rating
7. Creating and Publishing Articles to different channels
8. Solutions Vs Articles
9. Multi-language support for Solution vs Article
10. Knowledge’s usage (Where can you use them? Communities, Internal, Partner, Customer portal?)
11. Knowledge-article related profile permissions and visibility (Roles, Data categories),
12. Data Categories for Article vs solution.
13. Data Categories visibility
14. Case assignment rules, Validation rules, Workflow actions, Escalation rules, and Time-based workflow trigger actions related to Cases. (Scenarios. when to use what?)
15. Chatter Answers
16. Salesforce Communities
17. Features and users of Chatter Answer, Ideas, Customer Portal, Partner Portal, and Communities
18. Chatter permissions and visibility (Home page, Profile page, Record page, and etc.)
19. Assets
20. Ideas
21. Approval process
22. Case Comments
23. Case Feed
24. Case Page Layout vs Closed Case Page Layout
25. Case Contact Roles
26. Case Escalation
27. Case Survey
28. Case Team
29. Case Management
30. Case Routing
31. Web-to-Case and limitations
32. Email-to-Case and limitations
33. Case management features—what and where? (Customer, Partner, Chatter Answers, Internal)
34. Relationships between Cases , and other objects such as Assets, Entitlements, Portals, and Knowledge
35. Use cases for Chatter, Chatter Answers, and Case Feed within case management
36. Service Cloud Console
37. Record Types
38. How to get Knowledge effectiveness feedback?
39. Knowledge sidebar
40. Social CRM – integration with Facebook, Twitter, and etc.
41. CTI ,and Open CTI (benefits and limitations)
42. IVR
43. CTI Integration, PBX, IVR and ACD
44. Talk time vs Wrap up time,
45. Shift trading for agents.
46. ITIL, KCS, and IT Help Desk
47. Force.com flow
48. Field service app design consideration
49. KCS, CSAT
50. Contact center vs Call center
51. Standard reports for Cases and Support
52. Monitor usage of Articles and Solutions thru reports
53. Workflow
54. Knowledge Migration/Import
55. Data Loader
56. Solution import
57. Order of data migration (Users, Accounts, Contacts and Cases)
58. Reports around various KPIs for call center efficiency
59. Report types for entitlements and cases
60. Dashboard and running user
61. Quality monitoring reports/features
62. Business Continuity
63. SLA
64. Deployment tools
65. Given a scenario, which portal meets the given requirement – Sites, Self- Service Portal, Customer Service Portal, and Partner Portal? (based on Volume, internal vs external vs public)
66. Services or Integration with third-party systems.
67. KPI
68. Service Reports: standard and out-of-the-box
69. Data migration and system performance at various levels of data load.
70. Portals vs Sites.
71. Metrics. What is important to different roles?
72. Data migration tools and techniques
73. Salesforce data sharing model.
2. Milestones. How to use it with Cases?
3. Service Contracts
4. Salesforce Content
5. Salesforce Knowledge Articles, Article Types, Data Categories—association among these three
6. Article Search, Review, and Rating
7. Creating and Publishing Articles to different channels
8. Solutions Vs Articles
9. Multi-language support for Solution vs Article
10. Knowledge’s usage (Where can you use them? Communities, Internal, Partner, Customer portal?)
11. Knowledge-article related profile permissions and visibility (Roles, Data categories),
12. Data Categories for Article vs solution.
13. Data Categories visibility
14. Case assignment rules, Validation rules, Workflow actions, Escalation rules, and Time-based workflow trigger actions related to Cases. (Scenarios. when to use what?)
15. Chatter Answers
16. Salesforce Communities
17. Features and users of Chatter Answer, Ideas, Customer Portal, Partner Portal, and Communities
18. Chatter permissions and visibility (Home page, Profile page, Record page, and etc.)
19. Assets
20. Ideas
21. Approval process
22. Case Comments
23. Case Feed
24. Case Page Layout vs Closed Case Page Layout
25. Case Contact Roles
26. Case Escalation
27. Case Survey
28. Case Team
29. Case Management
30. Case Routing
31. Web-to-Case and limitations
32. Email-to-Case and limitations
33. Case management features—what and where? (Customer, Partner, Chatter Answers, Internal)
34. Relationships between Cases , and other objects such as Assets, Entitlements, Portals, and Knowledge
35. Use cases for Chatter, Chatter Answers, and Case Feed within case management
36. Service Cloud Console
37. Record Types
38. How to get Knowledge effectiveness feedback?
39. Knowledge sidebar
40. Social CRM – integration with Facebook, Twitter, and etc.
41. CTI ,and Open CTI (benefits and limitations)
42. IVR
43. CTI Integration, PBX, IVR and ACD
44. Talk time vs Wrap up time,
45. Shift trading for agents.
46. ITIL, KCS, and IT Help Desk
47. Force.com flow
48. Field service app design consideration
49. KCS, CSAT
50. Contact center vs Call center
51. Standard reports for Cases and Support
52. Monitor usage of Articles and Solutions thru reports
53. Workflow
54. Knowledge Migration/Import
55. Data Loader
56. Solution import
57. Order of data migration (Users, Accounts, Contacts and Cases)
58. Reports around various KPIs for call center efficiency
59. Report types for entitlements and cases
60. Dashboard and running user
61. Quality monitoring reports/features
62. Business Continuity
63. SLA
64. Deployment tools
65. Given a scenario, which portal meets the given requirement – Sites, Self- Service Portal, Customer Service Portal, and Partner Portal? (based on Volume, internal vs external vs public)
66. Services or Integration with third-party systems.
67. KPI
68. Service Reports: standard and out-of-the-box
69. Data migration and system performance at various levels of data load.
70. Portals vs Sites.
71. Metrics. What is important to different roles?
72. Data migration tools and techniques
73. Salesforce data sharing model.
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