Sample Questions and Answers
What can be used to suggest similar Knowledge articles automatically?
A. Einstein Article Recommendations
B. Suggested Solutions
C. Case Comments
D. Validation Rules
Answer: A
Explanation: Einstein Article Recommendations use AI to suggest relevant Knowledge articles.
What allows customers to submit cases from a website?
A. Email-to-Case
B. Web-to-Case
C. Omni-Channel
D. Live Agent
Answer: B
Explanation: Web-to-Case captures customer requests directly from website forms.
What can escalate cases automatically when SLAs are at risk?
A. Entitlement Management
B. Milestones
C. Escalation Rules
D. Assignment Rules
Answer: C
Explanation: Escalation Rules trigger alerts or reassignments if SLAs aren’t met.
How can agents see all open cases assigned to their queue?
A. Case Report
B. List View
C. Kanban Board
D. Dashboard
Answer: B
Explanation: List Views display cases by filter criteria, such as queue or status.
What helps standardize email responses to customers?
A. Case Comments
B. Email Templates
C. Quick Text
D. Tasks
Answer: B
Explanation: Email Templates ensure consistent, professional communication.
What is the purpose of a macro in the Service Console?
A. Send knowledge articles
B. Trigger assignment rules
C. Automate repetitive actions
D. Generate reports
Answer: C
Explanation: Macros help agents perform multiple steps with one click.
How can agents find previous interactions with a customer?
A. Activity Timeline
B. Case Comments
C. Reports
D. Validation Rules
Answer: A
Explanation: The Activity Timeline displays a history of calls, emails, and tasks.
What determines agent availability for case routing?
A. Case Priority
B. Omni-Channel Presence
C. Business Hours
D. Milestones
Answer: B
Explanation: Omni-Channel Presence helps route cases only to available agents.
What enables self-service case resolution for customers?
A. Case Comments
B. Case Feed
C. Knowledge Base
D. Email Templates
Answer: C
Explanation: The Knowledge Base allows customers to resolve issues on their own.
What helps identify trends in customer service issues?
A. Macros
B. Reports & Dashboards
C. Chatter
D. Quick Text
Answer: B
Explanation: Reports and dashboards offer insights into frequent case types and performance.
Which tool tracks whether agents are meeting response deadlines?
A. Omni Supervisor
B. Case Feed
C. Milestones
D. Validation Rules
Answer: C
Explanation: Milestones monitor case progress and response adherence to SLAs.
What does the Case Feed allow agents to do within the Service Console?
A. View dashboards and reports
B. Access customer financials
C. Collaborate on cases and see chronological updates
D. Track user login history
Answer: C
Explanation: Case Feed shows a timeline of all interactions and updates related to a case, improving visibility and collaboration.
Which object in Salesforce is primarily used for tracking customer issues?
A. Opportunity
B. Lead
C. Case
D. Contact
Answer: C
Explanation: The Case object is used to track, manage, and resolve customer service issues.
How can an agent schedule future follow-ups or actions?
A. Case Comments
B. Reports
C. Tasks
D. Macros
Answer: C
Explanation: Tasks can be assigned with due dates to ensure timely follow-up and accountability.
What tool allows supervisors to monitor real-time service activity?
A. Workflow Rules
B. Reports
C. Omni-Channel Supervisor
D. Approval Processes
Answer: C
Explanation: Omni-Channel Supervisor provides real-time views of agent activity and work distribution.
Which Salesforce feature lets agents use voice calls integrated within the console?
A. Email-to-Case
B. Omni-Channel
C. Service Cloud Voice
D. Case Feed
Answer: C
Explanation: Service Cloud Voice integrates telephony, enabling real-time communication with customers directly in the console.
Which tool automatically routes work items based on agent availability?
A. Queues
B. Case Assignment Rules
C. Omni-Channel Routing
D. Milestones
Answer: C
Explanation: Omni-Channel Routing assigns cases and tasks based on real-time agent workload and skills.
How can you ensure that agents collect all necessary data when creating a case?
A. Email Templates
B. Required Fields
C. Auto-Response Rules
D. Flows
Answer: B
Explanation: Making fields required ensures agents capture essential information during case creation.
What functionality allows agents to categorize and prioritize cases?
A. Milestones
B. Case Types and Priority Fields
C. Reports
D. Knowledge Articles
Answer: B
Explanation: Case Types and Priority Fields help classify and sort cases based on urgency and issue category.
What should an admin use to ensure certain agents can only access specific case types?
A. Queues
B. Permission Sets
C. Case Comments
D. Case Teams
Answer: B
Explanation: Permission Sets control access to data and features beyond profile-based permissions.
What is the best way to track SLA breaches on cases?
A. Validation Rules
B. Reports
C. Milestone Tracking
D. Record Types
Answer: C
Explanation: Milestones monitor SLA compliance and can trigger alerts when thresholds are breached.
What feature allows users to initiate workflows when a case is escalated?
A. Approval Process
B. Auto-Response Rules
C. Process Builder
D. Assignment Rules
Answer: C
Explanation: Process Builder can be configured to run actions like sending emails or updating fields when a case is escalated.
Which feature helps ensure cases are handled within business hours?
A. Flows
B. Entitlements
C. Business Hours
D. Macros
Answer: C
Explanation: Business Hours define operational times and help ensure SLA compliance during working periods.
What tool can agents use to solve repetitive case actions quickly?
A. Dashboards
B. Macros
C. Reports
D. Web-to-Case
Answer: B
Explanation: Macros allow agents to execute multiple steps with a single click for case resolution.
Which feature ensures specific service processes are followed for different customers?
A. Entitlements
B. Case Comments
C. Knowledge Articles
D. Case Feeds
Answer: A
Explanation: Entitlements define service level agreements and guide agents based on customer-specific requirements.
What is the purpose of Web-to-Case?
A. Monitor case history
B. Collect case information from external web forms
C. Send follow-up emails
D. Resolve knowledge issues
Answer: B
Explanation: Web-to-Case allows customers to submit cases directly from a website into Salesforce.
How can an agent view all cases they own in the Service Console?
A. Dashboards
B. List Views
C. Reports
D. Global Search
Answer: B
Explanation: List Views filter and display data like open cases assigned to the logged-in agent.
What tool shows a visual representation of agent performance?
A. Case Feed
B. Omni-Channel
C. Reports and Dashboards
D. Chatter
Answer: C
Explanation: Dashboards provide visual insights on metrics such as case volume, resolution time, and SLA compliance.
Which automation can reassign cases based on changing conditions?
A. Approval Process
B. Assignment Rule
C. Process Builder
D. Workflow Rule
Answer: C
Explanation: Process Builder is a flexible automation tool that can reassign cases based on complex logic.
How can an agent add internal notes without notifying the customer?
A. Public Case Comments
B. Knowledge Base
C. Internal Case Comments
D. Tasks
Answer: C
Explanation: Internal Case Comments allow agents to collaborate without sending notifications to the customer.
What is the benefit of enabling Suggested Articles in the console?
A. Faster knowledge base indexing
B. Improved routing accuracy
C. Relevant article suggestions based on the case content
D. Increased user permissions
Answer: C
Explanation: Suggested Articles helps agents find the most relevant content for solving the current case.
What is the main purpose of Service Contracts in Salesforce?
A. Define products and pricing
B. Track support coverage and entitlements
C. Manage marketing campaigns
D. Store customer payment information
Answer: B
Explanation: Service Contracts define support terms and entitlements for customers.
What ensures agents see consistent layouts for different case types?
A. Field-Level Security
B. Page Layouts
C. Validation Rules
D. Macros
Answer: B
Explanation: Page Layouts display fields and sections based on record type and user profile.
What should be used to detect and prevent duplicate case submissions?
A. Workflow Rules
B. Duplicate Management Rules
C. Approval Processes
D. Validation Rules
Answer: B
Explanation: Duplicate Management Rules check incoming records and notify users about duplicates.
What allows agents to communicate with customers in real-time via chat?
A. Omni-Channel Supervisor
B. Service Cloud Voice
C. Live Agent
D. Quick Text
Answer: C
Explanation: Live Agent provides real-time chat support between agents and customers.
What feature creates structured service processes using SLAs and milestones?
A. Approval Processes
B. Entitlement Processes
C. Quick Actions
D. Case Teams
Answer: B
Explanation: Entitlement Processes define steps and milestones tied to SLAs for customer service.
What type of rule would automatically send a customer an email when they submit a case?
A. Escalation Rule
B. Auto-Response Rule
C. Workflow Rule
D. Assignment Rule
Answer: B
Explanation: Auto-Response Rules automatically send an email to the customer based on defined criteria.
What defines how long an agent has to respond or resolve a case?
A. Milestone
B. Case Comment
C. Approval Step
D. Page Layout
Answer: A
Explanation: Milestones enforce response and resolution timeframes tied to SLAs.
How can an admin monitor case volume by channel (email, web, phone)?
A. Global Search
B. Case Type
C. Reports with Source Field
D. Macros
Answer: C
Explanation: Reports based on the Case Origin (source) field reveal volume by channel.
What allows a group of users to work collaboratively on a case?
A. Queue
B. Case Feed
C. Case Team
D. Assignment Rule
Answer: C
Explanation: Case Teams allow multiple users to collaborate on and contribute to a case.
Which functionality prevents agents from closing a case unless all required steps are completed?
A. Case Comments
B. Flows
C. Validation Rules
D. Queues
Answer: C
Explanation: Validation Rules enforce conditions before saving or closing a case.
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