Salesforce Certification Salesforce Service Cloud Consultant 2 — Questions and Answers
Question 1: What is a Salesforce Milestone in Entitlement Management?
- A stage in an escalation rule
- A required step with a time target within an entitlement process (Correct answer)
- A KPI tracked on a service dashboard
- A checkpoint in a case assignment rule
Correct answer: A required step with a time target within an entitlement process
Milestones are time-dependent steps in an entitlement process such as 'First Response' or 'Resolution', each with a target completion time.
Question 2: Which Salesforce feature creates a case automatically when a customer sends an email to a support address?
- Email-to-Case (Correct answer)
- Web-to-Case
- Inbound Email Service
- Case Assignment Rule
Correct answer: Email-to-Case
Email-to-Case converts incoming support emails into Salesforce cases, populating fields like subject, description, and contact.
Question 3: What Salesforce Service Cloud feature lets customers submit cases through a web form on your website?
- Customer Portal
- Web-to-Case (Correct answer)
- Community Cloud
- Live Chat
Correct answer: Web-to-Case
Web-to-Case generates an HTML form that captures customer information and creates Salesforce cases directly from a website submission.
Question 4: Which Salesforce Service Cloud feature provides real-time chat support to website visitors?
- Messaging for Web
- Einstein Bots
- Live Agent (Chat) (Correct answer)
- Omni-Channel
Correct answer: Live Agent (Chat)
Live Agent (Chat) enables real-time text-based support where agents and customers communicate through an embedded chat window on a website.
Question 5: What does the Salesforce 'Case Team' feature enable?
- Multiple agents to collaborate on a single case with defined roles (Correct answer)
- Automatic case distribution to team queues
- Shared ownership of account service contracts
- Group escalation to management
Correct answer: Multiple agents to collaborate on a single case with defined roles
Case Teams allow multiple users to work on a case simultaneously with predefined roles like Support Engineer or Manager.
Question 6: Which Salesforce Service Cloud dashboard metric measures the average time to resolve a customer case?
- First Call Resolution Rate
- Average Handle Time
- Average Resolution Time (Correct answer)
- Case Deflection Rate
Correct answer: Average Resolution Time
Average Resolution Time tracks how long cases remain open from creation to closure, serving as a key service performance indicator.
Salesforce Certification Salesforce Service Cloud Consultant 2
What is a Salesforce Milestone in Entitlement Management?