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 the purpose of Salesforce Einstein Case Classification?
Answer: Uses AI to suggest field values like priority and reason on new cases
Einstein Case Classification predicts and populates case fields like Type, Priority, and Reason based on patterns in historical case data.
Which Salesforce Service Cloud feature allows agents to see a customer's full interaction history in a single view?
Answer: Account Activity Timeline
The Activity Timeline on Account and Contact records shows a chronological view of emails, calls, tasks, cases, and interactions.
What is the Salesforce 'Voice' feature in Service Cloud?
Answer: An integrated telephony solution for agents via Amazon Connect
Service Cloud Voice integrates Amazon Connect telephony directly into the Salesforce console so agents handle calls within the CRM interface.
Which Salesforce feature enables customers to find answers without contacting a support agent?
Answer: All of the above
Salesforce offers multiple deflection tools including Self-Service Communities, Einstein Bots for automated responses, and Knowledge Article search.
What is the key benefit of using 'Business Hours' in Salesforce Service Cloud?
Answer: Ensures SLA timers only count during defined working hours
Business Hours settings ensure that escalation rule timers and entitlement milestones only count elapsed time during configured working hours.
Which Salesforce Service Cloud feature tracks the products a customer has purchased for ongoing support?
Answer: Assets
Assets represent purchased products linked to accounts or contacts and serve as the basis for product-specific support cases.