Professional Documents
Culture Documents
Table of Contents
Intro: Training Org Login and Email Change................................................................................2
Case Management: Discovery Questions....................................................................................3
Case Management: Entitlements Design Considerations............................................................4
Demo: A Potential Solution to a Case Management Issue...........................................................5
Case Management Design Considerations..................................................................................6
Knowledge Management Discovery Questions............................................................................7
Design Considerations: Knowledge Access.................................................................................8
Demo: A Potential Solution to a Knowledge Management Issue..................................................9
Knowledge Management Design Considerations......................................................................10
Interaction Channels: Discovery Questions................................................................................11
Multi-Channel Support: Web-to-Case and Email-to-Case Design Considerations.....................12
Multi-Channel Support: Phone Channel and CTI Design Considerations..................................13
Interaction Channels Design Considerations.............................................................................14
Demo: A Potential Solution to Expand Interaction Channels......................................................15
Analytics and Industry Knowledge Discovery Questions............................................................16
Analytics Design Considerations...............................................................................................17
Extending Salesforce Discovery Questions...............................................................................18
Programmatic Tool Design Considerations................................................................................19
Practice Exam Questions........................................................................................................... 20
account
or contact records.
Review the Standard User profile and Knowledge Manager profile access to FAQs.
Discuss and document all CTI considerations during implementation project scoping
efforts. Get clarity around your clients:
1. What would typical B2C customers need from your clients community?
Answer: Knowledge articles, cases, Chatter Answers, Ideas.
2. What would typical B2B customers need from your clients community?
Answer: Contracts and SLAs, articles, cases, Chatter Answers, Ideas.
3. What might resellers need to access in your clients partner community?
Answer: Leads, accounts, contacts, opportunities, products.
4. How can you restrict agents to support only specific channels?
Answer: Profiles, case page layouts.
5. What determines which tabs customer and partner users can see in a
community?
Answer: Their community profile.
6. What determines which articles a member will see in a community?
Answer: Data category visibility on the members profile and in the
communitys zones.
After you have published the community, you can look up an article from the
community UI.