Salesforce.com | SDFC | Mock Test
What does CTI stand for in Salesforce?
a. Center for Technical Integrations
b. Computer Telephony Integration
c. Common Telephony Integration
d. Call Center Technical Inegration
Where can we view all the list of Support interatctions and Manage?
a. Service Requests Tab
b. Incidents Tab
c. Cases Tab
d. Inquiries Tab
What type of software is Salesforce ?
c. Both SaaS and PaaS
What type of report cannot be used to populate a chart in a dashboard?
Which of these is not a Salesforce feature?
a. Email to Lead
b. Web to Case
c. Email to Case
d. Web to Lead
Opportunity has the following characteristics,
a. Possible association with a service request
b. End date
c. Close Date
___________ Is an instance of a purchased product
a. Product line
b. Product Item
d. Product Catalog
Competitor is beating us out of deals. Where to track competitor product info?
c. Oppprotunity Product
Locations Where Cases can be routed to await agent processing.
a. Assignment Rules
b. Case Escalation
c. Case Queue
d. Auto Reponse
Which are service center KPI measurements?
a. Call Handling
b. Call Deflection
c. Call Tracking
d. Call Divert