October 2012

What is a feature of Chatter Answers in a customer portal? Agents can send private Chatter invitations to external customers. Answers from the community and support agents are visible to…

How can the system overview page be used? Click on statistics to get more details about an organization’s usage. View usage data and limits for an organization’s custom objects and…

How can users increase their Chatter influence? Comment on other people’s posts. Share files and links.

How does Smart Search help users find information in Salesforce? Arranges search results from most to least used. Tracks which objects are used and how often.  

What should an administrator consider when setting up Live Agent? Users need object permissions to view chat transcripts. Administrators must enable Live Agent for Service Cloud users.  

What is a consideration when working with Chatter Answers? Case management, portal, and Salesforce Knowledge are configuration requirements.  

How can Salesforce Knowledge be used? An administrator can activate and customize the validation status picklist. A support representative can author an article and attach it to an open case.

Where can an administrator configure the system usage messages that appear on the Force.com home page? System overview page.  

What can a user do when creating a report in the report builder? Add multiple report types to expand the set of data available. Add blocks to display records with…

How can an object be modified with schema builder? Create a relationship to a custom object. Add custom fields to a standard object.