Salesforce Service Cloud Interview Questions and Answers

Salesforce Service Deject Interview Questions and Answers.

Q1. What is Salesforce Service Cloud?

Salesforce Service Deject is the customer service and support application from Salesforce. Service cloud can aid you deliver personalized support to your customers by email (email to instance), Telephone (CTI Integration), Social Media (Social Service), Conversation (Live Chat), Feel Cloud Sites and more.

Q2. What is a Case?

A example is a question, feedback, or issue reported past your customer. Cases tin can be assigned to queues to be taken up for resolution past Support Agents.

Q3. What is a Case Team?

A example team is a group of people that work together to solve cases. For example, a example squad to set up internet connexion tin include back up agents, field technicians.

Case Squad members are assigned Case Squad Roles which determines team members level of access to cases.

Q3. What is the Service Console?

Service Console is a Service Deject feature used by Service Agents to go a personalized view of each client and their case.

Service Cloud Interview Questions Service Console — Service Console

Some of the fundamental features of Service Panel are:

Split View – You tin can see a listing of cases alongside your workspace to quickly work through incoming customer problems.
Related record and related list – You tin meet information related to a customer.
Highlights panel – You can run across central information about the example.
Case Feed – Y'all tin see case history at a glance.
Related – You tin can see records related to the instance.
Utility Bar – You can make productivity tools hands available to Agents.

Q4. What is the Support Process?

Back up Procedure is used to streamline case creation and resolution. Support procedure is used to assign Status values for cases for a particular record type. For Example, dissimilar departments in a company can use different Status values for Cases. In order to attain this you volition accept to create two record types and two back up processes with different Status values as required by the department.

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Q5. What are Case Assignment Rules?

Assignment Rules are used to automatically assign incoming cases to specific agents based on a predefined criteria and then that cases are assigned to Agents with the correct skill to resolve the cases quickly.

Service Cloud Interview Questions Case Assignment Rules — Case Assignment Dominion

Order – Determines the social club in which Case Assignment Rules will be applied.
Criteria – Criteria to be used for Case Assignment.
Assign To – User or Queue who should exist assigned the Instance is Assignment Criteria are met.

Q6. What are Case Escalation Rules?

Instance Escalation Rules are used to automatically escalate cases when the case meets the criteria defined in the rule entry. You lot tin create dominion entries, which define criteria for escalating a case, and escalation actions, which ascertain what happens when a case escalates.

Service Cloud Interview Questions Case Escalation Rules — Example Escalation Rule

Q7. What are Case Auto-Response Rules?

Automobile-response rules permit you automatically ship email responses to instance submissions based on the record'south attributes. For example, you can send an automatic reply to customers to allow them know someone at your visitor received their research.

Q8. What is Email to Case?

Electronic mail to Case is used to automatically create cases and car-populate case fields when customers send letters to the email addresses you specify.

Q9. What is Salesforce Cognition?

Salesforce Knowledge is a Knowledge Direction Tool to manage your company's knowledge base. You tin create Salesforce Knowledge manufactures and make information technology available to Support Agents to help them resolve cases faster. You tin also share Noesis Articles with your client via an Experience Cloud site to help them cocky service their Cases.

Q10. What is Entitlement Management?

Entitlement management is used to provide correct support to your customers based on their Service Agreements with your visitor. Entitlement management features include:

Entitlements – let support agents make up one's mind whether a customer is eligible for back up.
Entitlement processes – let you design timelines that include all the steps that your support team must consummate to resolve back up records like cases or piece of work orders.
Service contracts – let you correspond dissimilar kinds of client back up agreements similar warranties, subscriptions, or maintenance agreements.
Feel access to entitlements – lets Experience users view entitlements and service contracts and create back up records from them.
Reporting on entitlement direction – lets you rails the way entitlements are used in your Salesforce org and whether service contract terms are being met.

Q11. What is Incident Management?

Incident Management is a Service Cloud solution that helps your teams track large-scale disruptions and delegate tasks to the right experts to ensure that your business delivers on client expectations. With Incident Management, you lot tin can:

Proactively identify and accost incidents.
Provide agents and response teams a centralized identify to track and manage the incident.
Leverage a unified console where incident, customer, and case data is like shooting fish in a barrel to find.
Meet service level agreements (SLAs).

Q12. List some of the key Incident Management Objects.

Some of the primal Incident Management Objects are:

Incident – Create an incident record to rail and identify a disruption that affects a large number of customers
Problem – Create a problem record where managers and experts collaborate on root crusade analysis
Modify Request – After the root crusade is identified, create a change or release request record to deploy the fix and resolve the issue

Additional Resources

Service Cloud Documentation

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