Service Cloud Agent Productivity - Set Up Service Console Productivity Tools

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Questions and Answers

What does Maria set up for her agents to update multiple records simultaneously?

Quick text

Mass quick actions (correct)

Email templates

Macros

What is the maximum number of records that can be edited using mass quick actions?

200

100 (correct)

Unlimited

What feature allows Maria's agents to prepopulate email bodies with an email template?

Quick text

Macros

Mass quick actions

Customizing the Email action (correct)

What is the purpose of the "Replacement Owner" quick action that Maria creates?

To allow agents to change the owner of a case Signup and view all the answers

Which type of list view is NOT supported by mass quick actions?

Recently Viewed Signup and view all the answers

What is the final configuration that Maria makes to address the agents' complaints about missing notifications?

Setting up email alerts for case updates Signup and view all the answers

What is the main benefit of customizing the Email action?

Predefined email templates for faster communication Signup and view all the answers

Which of the following objects can be used with mass quick actions?

Cases, Leads, Accounts, Campaigns, Contacts, Opportunities, Work Orders, Custom Objects that support quick actions and have a search layout in Lightning Experience Signup and view all the answers

What tool helps Maria's agents save time by storing and reusing frequently used phrases?

Quick text Signup and view all the answers

What is the main purpose of Maria's efforts in setting up agent productivity tools?

To improve agent efficiency and customer satisfaction Signup and view all the answers

What is the default status of quick text in orgs created after Spring ’18?

Enabled by default with read access Signup and view all the answers

Which permission must be included to allow agents to fully manage quick text?

Read, create, edit, and delete permissions Signup and view all the answers

What action does Maria need to take to allow agents to share their quick text?

Enable folders for quick text Signup and view all the answers

Which type of macros can Maria allow agents to run that adds conditional logic?

Regular and irreversible macros Signup and view all the answers

What specific permission must be included to allow agents to undo their macro actions?

Manage Macros Users Can’t Undo Signup and view all the answers

What should Maria do if she wants her agents to have the ability to create and share their own macros?

Create a permission set with specific macro permissions Signup and view all the answers

Which user license is not supported for quick text functionality?

Salesforce Platform users Signup and view all the answers

To allow agents at Ursa Major Solar to create macros for customer communications, what type of macro should they be permitted to use?

Irreversible macros Signup and view all the answers

Study Notes

Giving Users Access to Quick Text

In Lightning Experience, quick text is enabled by default, and all user profiles include read access on the quick text object.
To give users more permission, like creating quick text, update their user profile or use a permission set.
Quick text isn't supported on Salesforce Platform users' licenses.
To let agents share quick text with each other, enable folders for quick text.

Giving Users Access to Macros

All user profiles include read access on the macros object by default.
To give users more permission, like creating and editing macros, update their user profile or use a permission set.
In Lightning Experience, you can add conditional logic to regular and irreversible macros.
To let agents share macros with each other, enable folders for macros.

Setting Up Mass Quick Actions for Cases

Mass quick actions let users edit up to 100 records in a list view, except for Recently Viewed lists.
Mass quick actions can be used with cases, leads, accounts, campaigns, contacts, opportunities, work orders, and custom objects that support quick actions and have a search layout in Lightning Experience.
Before setting up mass quick actions, create the actions that you want your users to be able to take from the list view.
To set up mass quick actions, customize an object's List View search layout.

Customizing the Email Action for Email Templates

Customizing the default values of the Email action can save agents time.
You can customize the Email action with predefined field values, like adding CC and BCC recipients.
You can specify a default email template to prepopulate the email body with an email template.
This can save agents time when communicating with customers.

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Description

This quiz covers the process of giving users access to Quick Text in Salesforce's Lightning Experience. Learn about default permissions and setup for orgs created after Spring '18.