Salesforce Certification Salesforce Service Cloud Consultant 2

Question 1

What is a Salesforce Milestone in Entitlement Management?

Accepted Answer

A required step with a time target within an entitlement process

Answer

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?

Accepted Answer

Email-to-Case

Answer

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?

Accepted Answer

Web-to-Case

Answer

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?

Accepted Answer

Live Agent (Chat)

Answer

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?

Accepted Answer

Multiple agents to collaborate on a single case with defined roles

Answer

Case Teams allow multiple users to work on a case simultaneously with predefined roles like Support Engineer or Manager.

Salesforce Certification Practice Test