Salesforce Service Cloud Consultant Flashcards
6 cards from real Salesforce Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Salesforce Service Cloud Consultant flashcards as text
What is a Salesforce Milestone in Entitlement Management?
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.
Which Salesforce feature creates a case automatically when a customer sends an email to a support address?
Answer: Email-to-Case
Email-to-Case converts incoming support emails into Salesforce cases, populating fields like subject, description, and contact.
What Salesforce Service Cloud feature lets customers submit cases through a web form on your website?
Answer: Web-to-Case
Web-to-Case generates an HTML form that captures customer information and creates Salesforce cases directly from a website submission.
Which Salesforce Service Cloud feature provides real-time chat support to website visitors?
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.
What does the Salesforce 'Case Team' feature enable?
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.
Which Salesforce Service Cloud dashboard metric measures the average time to resolve a customer case?
Answer: Average Resolution Time
Average Resolution Time tracks how long cases remain open from creation to closure, serving as a key service performance indicator.