a.Use Case Feed to Resolve Cases
Qn.1)Support agents can respond to customers in Case Feed in the following ways:
I)Email and phone
II)Carrier pigeon and smoke signals
III)Email, phone, social media, and communities
IV)SMS text messages, email, phone, and social media
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III)Email, phone, social media, and communities
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Qn.2)Case Feed makes it easy for support agents to:
I)Find and keep track of documents related to a case
II)Ask more experienced agents questions about a case
III)See what’s happened in a case in chronological order
IV)All of the above
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IV)All of the above
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B.Create Professional Emails in the Feed
+500 points
GET READY
You’ll be completing this challenge in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
Do you use Salesforce in a language other than English? Set the language of your hands-on org to English before you attempt this challenge. Want to find out more about using hands-on orgs on Trailhead? Check out Trailhead Playground Management.
YOUR CHALLENGE
Create a Letterhead for an Email Template
To pass this challenge, create a letterhead and add it to a new email template.
•Create a letterhead called: Trailhead Service Letterhead. You aren’t tested on this, but you can add a logo and change the background color of your letterhead sections.
•The template Name must be “Trailhead Service Email Template” and the Unique Name must be “Trailhead_Service_Email_Template”
•The email template must be formatted as HTML (using Letterhead).
•The email template must be stored in My Personal Email Templates.
•The email template must have the subject: Service Cloud is Rad!!
•The email template must include the following fields somewhere in the email body: Contact First Name, Contact Last Name, and Account Name
My Trailhead Playground 1
Created on 1/17/2021
Launch
Check Challenge to Earn 500 Points
Watch Video “ YOUTUBE “
c.Use Feed Filters to Manage Your Feed
Hands-on Challenge
+500 points
GET READY
You’ll be completing this challenge in your own hands-on org. Click Launch to get started, or click the name of your org to choose a different one.
Do you use Salesforce in a language other than English? Set the language of your hands-on org to English before you attempt this challenge. Want to find out more about using hands-on orgs on Trailhead? Check out Trailhead Playground Management.
YOUR CHALLENGE
Create a Feed Filter and Add it to the Page Layout
Create your own custom feed filter named “Customer_Interactions” that shows feed items about customer interactions. Then add it to the Case Layout page layout.
• Add at least 1 filter criteria and select any visibility.
My Trailhead Playground 1
Created on 1/17/2021
Launch
Check Challenge to Earn 500 Points
Watch Video “ YOUTUBE “
