question: 1

Which feature allows agents to handle multiple customer interactions in one view?
A. App Launcher
B. Service Console
C. Classic View
D. Knowledge Base
✅ correct answer: B
🧠 explanation: The Service Console provides a unified interface for handling cases, chats, and emails in one screen.

---

question: 2

What is the primary purpose of case queues?
A. Automate report generation
B. Track agent performance
C. Prioritize cases for specific groups
D. Assign cases randomly
✅ correct answer: C
🧠 explanation: Queues route and prioritize cases to groups based on workload or specialization.

---

question: 3

Which Salesforce tool allows for real-time routing of work to the most available agent?
A. Case Assignment Rules
B. Omni-Channel
C. Flow Builder
D. Service Setup
✅ correct answer: B
🧠 explanation: Omni-Channel routes work based on agent availability and capacity.

---

question: 4

What enables agents to find answers quickly using articles?
A. Macros
B. Quick Text
C. Knowledge Base
D. AppExchange
✅ correct answer: C
🧠 explanation: The Knowledge Base helps agents solve cases efficiently with reusable information.

---

question: 5

Which automation tool assigns cases based on defined conditions?
A. Flow
B. Validation Rules
C. Assignment Rules
D. Reports
✅ correct answer: C
🧠 explanation: Assignment Rules automatically assign cases to users or queues based on rules.

---

question: 6

How can agents send pre-written responses to customers?
A. Quick Text
B. Macros
C. Approval Processes
D. Validation Rules
✅ correct answer: A
🧠 explanation: Quick Text enables agents to insert standardized responses into emails, chats, or notes.

---

question: 7

Which feature allows an agent to perform multiple actions with a single click?
A. Flow Builder
B. Macros
C. Email Templates
D. Case Feeds
✅ correct answer: B
🧠 explanation: Macros let agents automate repetitive tasks like sending emails or updating fields.

---

question: 8

What tool should be used to create complex case-routing logic visually?
A. Process Builder
B. Validation Rules
C. Flow Builder
D. AppExchange
✅ correct answer: C
🧠 explanation: Flow Builder allows admins to create visual process automations for case routing and updates.

---

question: 9

Which metric helps determine how long it takes to resolve a case?
A. Case Source
B. CSAT
C. Time to Close
D. Escalation Count
✅ correct answer: C
🧠 explanation: Time to Close measures the duration from case creation to resolution.

---

question: 10

What’s the main function of Entitlements in Service Cloud?
A. Provide marketing insights
B. Determine SLAs for support
C. Track sales quotas
D. Assign leads
✅ correct answer: B
🧠 explanation: Entitlements define what level of support a customer is entitled to and enforce SLA rules.

---

question: 11

What allows a customer to submit a case from a company’s website?
A. Web-to-Lead
B. Community Cloud
C. Web-to-Case
D. Chatter
✅ correct answer: C
🧠 explanation: Web-to-Case allows customers to create cases via a public-facing form.

---

question: 12

Which feature lets agents chat live with website visitors?
A. Email-to-Case
B. Live Agent
C. Chatter
D. Omni Supervisor
✅ correct answer: B
🧠 explanation: Live Agent enables real-time chat with customers directly from the website.

---

question: 13

Which field can be used to escalate a case based on a time condition?
A. Status
B. Priority
C. Escalation Rule
D. Case Owner
✅ correct answer: C
🧠 explanation: Escalation Rules trigger based on case conditions and time limits.

---

question: 14

Which tool helps agents track customer conversations across all channels?
A. Omni Supervisor
B. Service Setup
C. Case Feed
D. App Launcher
✅ correct answer: C
🧠 explanation: Case Feed consolidates communication history, notes, and attachments for a case.

---

question: 15

Which feature shows the real-time availability of support agents?
A. Omni Supervisor
B. Dashboard
C. Role Hierarchy
D. Reports
✅ correct answer: A
🧠 explanation: Omni Supervisor shows agent availability and work assignments in real time.

---

question: 16

Which object is used to capture and store customer service inquiries?
A. Opportunity
B. Account
C. Lead
D. Case
✅ correct answer: D
🧠 explanation: Cases are the primary object for tracking service requests in Salesforce.

---

question: 17

How can customers access self-service help and submit cases?
A. Chatter
B. Partner Portal
C. Experience Cloud Site
D. Mobile App
✅ correct answer: C
🧠 explanation: An Experience Cloud Site (Community) allows customer self-service, case creation, and knowledge access.

---

question: 18

What’s the function of the Email-to-Case feature?
A. Allow agents to send newsletters
B. Track bounced emails
C. Convert emails into case records
D. Update dashboards
✅ correct answer: C
🧠 explanation: Email-to-Case automatically converts incoming emails into cases.

---

question: 19

What tool helps an admin monitor agent workloads and queue sizes?
A. Roles
B. Omni Supervisor
C. Macros
D. Queues
✅ correct answer: B
🧠 explanation: Omni Supervisor provides real-time insights into queues, workloads, and agent activity.

---

question: 20

What can be used to automate the creation of cases based on external system inputs?
A. Apex Triggers
B. Webhooks
C. API Integration
D. Process Builder
✅ correct answer: C
🧠 explanation: Salesforce APIs allow external systems to create or update cases programmatically.

---

question: 21

Which of the following improves agent productivity with next-best-action suggestions?
A. Einstein Bots
B. Knowledge Base
C. Einstein Case Classification
D. Quick Text
✅ correct answer: C
🧠 explanation: Einstein Case Classification uses AI to suggest actions and auto-fill fields.

---

question: 22

What helps ensure that agents meet contractual response times?
A. Reports
B. SLAs and Entitlements
C. Macros
D. List Views
✅ correct answer: B
🧠 explanation: SLAs defined by Entitlements ensure agents meet support commitments.

---

question: 23

What does a Lightning App Page allow an agent to do?
A. Track deals
B. Customize workspace layout
C. Approve expenses
D. Post on Chatter
✅ correct answer: B
🧠 explanation: Lightning App Pages allow customization of the agent’s console layout and components.

---

question: 24

Which feature routes work based on agent skill set?
A. Case Assignment Rules
B. Skills-Based Routing
C. Manual Assignment
D. Knowledge Articles
✅ correct answer: B
🧠 explanation: Skills-Based Routing assigns cases or chats to agents with the required expertise.

---

question: 25

How can an admin allow users to see only the cases they created?
A. Role Hierarchy
B. Profile Settings
C. Sharing Rules
D. Organization-Wide Defaults
✅ correct answer: D
🧠 explanation: OWD (Organization-Wide Defaults) set the base level of record access, such as “Private” for Cases.

---

question: 26

What feature enables users to deflect cases through self-help?
A. Email Alerts
B. Auto-Assignment
C. Knowledge Base
D. Reports
✅ correct answer: C
🧠 explanation: A Knowledge Base empowers customers to find solutions without contacting support.

---

question: 27

Which tool allows customers to submit a service request via phone and creates a record?
A. Case Feed
B. CTI Integration
C. Service Setup
D. Web-to-Case
✅ correct answer: B
🧠 explanation: CTI (Computer Telephony Integration) enables agents to log calls and auto-create records.

---

question: 28

What can agents use to collaborate on a case internally?
A. Notes
B. Chatter
C. Escalation Rules
D. Email Templates
✅ correct answer: B
🧠 explanation: Chatter enables internal collaboration directly on case records.

---

question: 29

What should be used to ensure consistent branding in customer emails?
A. Macros
B. Quick Text
C. Email Templates
D. List Views
✅ correct answer: C
🧠 explanation: Email Templates ensure consistent messaging and branding.

---

question: 30

Which automation tool updates a case when a customer replies to an email?
A. Workflow Rule
B. Auto-Response Rule
C. Email-to-Case
D. Record-Triggered Flow
✅ correct answer: C
🧠 explanation: Email-to-Case keeps email replies threaded and updates the related case automatically.

question: 31

Which feature provides automated recommendations to agents during a case?
A. Macros
B. Quick Text
C. Einstein Next Best Action
D. Omni Supervisor
✅ correct answer: C
🧠 explanation: Einstein Next Best Action uses business rules and AI to suggest actions to agents.

---

question: 32

What does the Case Feed layout provide to agents?
A. Sales forecast
B. Chatter-only interface
C. Real-time collaboration and case updates
D. Access to Apex code
✅ correct answer: C
🧠 explanation: Case Feed offers a chronological view of emails, notes, and activities.

---

question: 33

What can be used to restrict access to certain Knowledge articles?
A. Article Ratings
B. Data Categories and Visibility
C. Approval Process
D. Validation Rules
✅ correct answer: B
🧠 explanation: Data Categories and Visibility settings control who can see which articles.

---

question: 34

Which component is essential to track SLA compliance in Service Cloud?
A. Validation Rule
B. Entitlement Process
C. Flow Builder
D. List View
✅ correct answer: B
🧠 explanation: An Entitlement Process defines milestones to measure SLA compliance.

---

question: 35

What’s the purpose of Milestones in Entitlements?
A. Notify customers
B. Track competitor behavior
C. Monitor SLA progress
D. Assign agents
✅ correct answer: C
🧠 explanation: Milestones track progress and ensure SLA commitments are met.

---

question: 36

Which Service Cloud feature supports multi-language knowledge base?
A. AppExchange
B. Translation Workbench
C. Email Templates
D. Reports
✅ correct answer: B
🧠 explanation: Translation Workbench enables localization of knowledge articles.

---

question: 37

Which feature helps analyze agent performance and case resolution trends?
A. Reports and Dashboards
B. Chatter
C. Web-to-Case
D. List Views
✅ correct answer: A
🧠 explanation: Reports and Dashboards track KPIs and identify performance issues.

---

question: 38

Which Salesforce tool allows for collaboration during customer support cases?
A. Chatter
B. Flow
C. Reports
D. Email Templates
✅ correct answer: A
🧠 explanation: Chatter enables teams to collaborate and comment on case records.

---

question: 39

What is required to implement Live Chat support on a website?
A. Apex Trigger
B. Case Feed
C. Chat Deployment and Chat Button
D. Web-to-Case
✅ correct answer: C
🧠 explanation: You need a chat deployment and chat button to enable live chat on a site.

---

question: 40

What is the benefit of Omni-Channel Presence Configuration?
A. Route leads
B. Show agent availability
C. Manage SLAs
D. Translate articles
✅ correct answer: B
🧠 explanation: It displays agent status and manages work routing based on availability.

---

question: 41

What can be used to suggest similar cases automatically?
A. Macros
B. Case Suggestions
C. Flow
D. Validation Rules
✅ correct answer: B
🧠 explanation: Case Suggestions use AI or matching logic to surface related cases.

---

question: 42

Which Salesforce feature groups incoming cases by priority and assigns them to teams?
A. Roles
B. Queues
C. Escalation Rules
D. Chatter
✅ correct answer: B
🧠 explanation: Queues organize and assign work to users based on logic and filters.

---

question: 43

Which setting defines how long an agent has to respond to a case?
A. Case Status
B. Milestone
C. Priority
D. Queue
✅ correct answer: B
🧠 explanation: Milestones define response and resolution times within SLAs.

---

question: 44

Which tool is used to automate knowledge article publishing?
A. Approval Process
B. Workflow Rule
C. Sharing Rule
D. Case Escalation
✅ correct answer: A
🧠 explanation: An Approval Process can automate review and publication of articles.

---

question: 45

Which record type allows you to store different types of cases for various departments?
A. Custom Object
B. Record Type
C. Queue
D. Field Set
✅ correct answer: B
🧠 explanation: Record Types allow different page layouts and picklist values for each case category.

---

question: 46

How can a customer receive automated responses after submitting a case?
A. Email Alerts
B. Macros
C. Auto-Response Rules
D. Quick Text
✅ correct answer: C
🧠 explanation: Auto-Response Rules send tailored replies based on case criteria.

---

question: 47

What functionality allows customers to get help via automated chat?
A. Experience Site
B. Apex Chat
C. Einstein Bot
D. Chatter Feed
✅ correct answer: C
🧠 explanation: Einstein Bots guide users through self-service workflows using natural language.

---

question: 48

Which component must be configured for Skills-Based Routing?
A. Macros
B. Skills and Skill Assignments
C. Reports
D. Queues
✅ correct answer: B
🧠 explanation: To enable Skills-Based Routing, skills must be assigned to agents and work items.

---

question: 49

What’s the advantage of using Lightning Knowledge over Classic Knowledge?
A. Requires fewer licenses
B. Supports multiple record types and better search
C. Better email templates
D. Doesn’t require permissions
✅ correct answer: B
🧠 explanation: Lightning Knowledge offers improved features like record types, rich-text editing, and global search.

---

question: 50

What is the key benefit of Macros in the Service Console?
A. Perform bulk updates
B. Run reports
C. Automate routine tasks on cases
D. Send SMS
✅ correct answer: C
🧠 explanation: Macros automate common case actions like status updates and sending emails.

---

question: 51

Which Salesforce feature allows agents to get notified when SLA deadlines are close?
A. Case Comments
B. Milestone Alerts
C. Reports
D. Validation Rules
✅ correct answer: B
🧠 explanation: Milestone Alerts notify agents before deadlines based on configured thresholds.

---

question: 52

How can a company make sure agents only access cases for their region?
A. Custom Roles
B. Validation Rules
C. Sharing Rules and OWD
D. List Views
✅ correct answer: C
🧠 explanation: Sharing Rules based on criteria like region, combined with OWD, limit access.

---

question: 53

Which feature allows visibility into how agents are handling current workloads?
A. Reports
B. Omni Supervisor
C. Chatter
D. Roles
✅ correct answer: B
🧠 explanation: Omni Supervisor shows queue statuses, agent load, and open work items in real time.

---

question: 54

Which service tool allows agents to prioritize work visually with filters?
A. List Views
B. Queue Monitor
C. Chatter
D. Omni Routing
✅ correct answer: A
🧠 explanation: List Views let agents view and filter case records based on custom criteria.

---

question: 55

How can an admin prevent a case from being closed without adding a resolution?
A. Validation Rule
B. Quick Action
C. Flow
D. Approval Process
✅ correct answer: A
🧠 explanation: A Validation Rule can enforce that the resolution field is filled before changing status to Closed.

question: 56

Which automation tool can assign cases based on case origin and priority?
A. Auto-Response Rule
B. Assignment Rule
C. Workflow Rule
D. Chatter Group
✅ correct answer: B
🧠 explanation: Assignment Rules route cases to users or queues based on criteria like origin or priority.

---

question: 57

What is the benefit of using Service Console in Salesforce?
A. Reduces storage costs
B. Provides a unified workspace for agents
C. Increases report refresh rate
D. Enables public access
✅ correct answer: B
🧠 explanation: The Service Console allows agents to manage multiple customer interactions efficiently from one screen.

---

question: 58

Which tool helps automatically escalate cases when SLAs are breached?
A. Auto-Response Rules
B. Case Queues
C. Escalation Rules
D. Macros
✅ correct answer: C
🧠 explanation: Escalation Rules increase the visibility of unresolved or urgent cases.

---

question: 59

Which type of template can be used in an auto-response rule?
A. Document Template
B. Email Template
C. Chatter Template
D. Excel Template
✅ correct answer: B
🧠 explanation: Email Templates are used in auto-response rules to send automated messages to customers.

---

question: 60

What Salesforce feature allows users to search across multiple objects from a single search bar?
A. Object Manager
B. Schema Builder
C. Global Search
D. App Manager
✅ correct answer: C
🧠 explanation: Global Search provides fast, comprehensive search across records and objects.

---

question: 61

Which feature ensures a case is handled by the agent with the right skills and capacity?
A. Workflow Rules
B. Omni-Channel
C. Roles
D. Sharing Rules
✅ correct answer: B
🧠 explanation: Omni-Channel intelligently routes work to agents based on availability and skill set.

---

question: 62

Which automation tool can be used to notify agents when a milestone is missed?
A. Workflow Rule
B. Milestone Action
C. Escalation Rule
D. Email-to-Case
✅ correct answer: B
🧠 explanation: Milestone Actions trigger alerts or tasks when SLA milestones are at risk or missed.

---

question: 63

Which functionality supports embedding a case history on a contact record?
A. Validation Rule
B. Related List
C. Lightning App Builder
D. Role Hierarchy
✅ correct answer: B
🧠 explanation: Related Lists allow viewing of associated records like Cases on a Contact.

---

question: 64

What is required to deploy a custom Lightning component to the Service Console?
A. Apex Class
B. Permission Set
C. Lightning App Builder
D. Workflow Rule
✅ correct answer: C
🧠 explanation: Use Lightning App Builder to add custom components to the Console layout.

---

question: 65

Which tool allows admins to automate case creation from incoming emails?
A. Email Alerts
B. Email-to-Case
C. Email Templates
D. Omni Routing
✅ correct answer: B
🧠 explanation: Email-to-Case converts customer emails directly into Salesforce cases.

---

question: 66

What is the primary function of a case team?
A. Assign leads
B. Handle quotes
C. Collaborate on complex cases
D. Send bulk emails
✅ correct answer: C
🧠 explanation: Case Teams allow multiple users to work collaboratively on a case.

---

question: 67

Which Salesforce object is typically related to a case for tracking product issues?
A. Contract
B. Product
C. Asset
D. Lead
✅ correct answer: C
🧠 explanation: Assets track customer-owned products, often linked to cases for support tracking.

---

question: 68

What should an agent use to send a frequently used greeting in a chat session?
A. Quick Text
B. Macro
C. Flow
D. List View
✅ correct answer: A
🧠 explanation: Quick Text lets users insert predefined responses into messages quickly.

---

question: 69

Which feature is used to deploy changes across orgs (e.g., from sandbox to production)?
A. AppExchange
B. Change Sets
C. Developer Console
D. Schema Builder
✅ correct answer: B
🧠 explanation: Change Sets are used to move metadata like fields, layouts, or rules between orgs.

---

question: 70

Which Salesforce component shows a timeline of customer interactions in the Console?
A. History List
B. Related List
C. Activity Timeline
D. Path
✅ correct answer: C
🧠 explanation: Activity Timeline provides a chronological view of tasks, emails, and events.

---

question: 71

Which Salesforce automation can send reminders about a pending task?
A. Flow
B. Assignment Rule
C. Email Alert
D. Workflow Rule
✅ correct answer: D
🧠 explanation: A Workflow Rule can trigger email alerts or task reminders based on criteria.

---

question: 72

Which field is typically used in escalation rules to trigger escalation?
A. Created Date
B. Priority
C. Age
D. Case Age (in hours)
✅ correct answer: D
🧠 explanation: Case Age is often used to define time-based escalation triggers.

---

question: 73

What determines which Knowledge articles are visible to different users?
A. Article Owner
B. Record Type
C. Data Category Visibility
D. Tags
✅ correct answer: C
🧠 explanation: Data Category Visibility controls access to Knowledge articles based on roles or profiles.

---

question: 74

Which license is required to use Salesforce Knowledge?
A. Salesforce Platform
B. Knowledge User License
C. Service Cloud User
D. API Only
✅ correct answer: B
🧠 explanation: To author and publish articles, users need the Knowledge User License enabled.

---

question: 75

How can a customer submit a case directly from a website form?
A. Web-to-Lead
B. Web-to-Case
C. Email-to-Case
D. Omni-Channel
✅ correct answer: B
🧠 explanation: Web-to-Case allows customers to submit cases via a form embedded on a website.

question: 76

What is the best way to escalate cases that exceed a certain priority level?
A. Workflow Rule
B. Escalation Rule
C. Validation Rule
D. Approval Process
✅ correct answer: B
🧠 explanation: Escalation Rules automatically escalate cases that meet certain criteria, such as high priority.

---

question: 77

What type of report helps monitor the success of a case resolution?
A. Summary Report
B. Matrix Report
C. Dashboard
D. Bucket Field Report
✅ correct answer: C
🧠 explanation: Dashboards provide a visual representation of case resolution success and trends.

---

question: 78

Which Salesforce feature enables the team to collaborate on cases in real-time?
A. Chatter
B. Case Teams
C. Knowledge Base
D. Task Management
✅ correct answer: A
🧠 explanation: Chatter allows real-time collaboration between users within Salesforce.

---

question: 79

What is used to trigger notifications when a case violates the SLA?
A. Workflow Rule
B. Process Builder
C. Milestone Actions
D. Case Queues
✅ correct answer: C
🧠 explanation: Milestone Actions can trigger notifications when a case is at risk of violating its SLA.

---

question: 80

How can an admin set up auto-response emails to customers when their case is received?
A. Case Escalation
B. Workflow Rules
C. Auto-Response Rules
D. Email Templates
✅ correct answer: C
🧠 explanation: Auto-Response Rules send automated emails to customers upon case creation.

---

question: 81

Which Salesforce tool allows agents to handle multiple cases at once in a Service Console?
A. Omni-Channel
B. Case Queues
C. Macros
D. Service Console App
✅ correct answer: D
🧠 explanation: The Service Console App provides a unified interface for agents to manage multiple cases simultaneously.

---

question: 82

How can agents track the progress of a case against predefined deadlines?
A. Milestones
B. Workflow Rules
C. Service Channels
D. Task Management
✅ correct answer: A
🧠 explanation: Milestones track case progress and ensure deadlines are met as per SLAs.

---

question: 83

What feature can help categorize customer interactions based on issue type in Salesforce?
A. Record Types
B. Case Fields
C. Data Categories
D. Knowledge Articles
✅ correct answer: C
🧠 explanation: Data Categories help organize knowledge articles and customer interactions based on topics.

---

question: 84

Which Salesforce feature helps agents manage tasks associated with cases?
A. Task List
B. Task Management
C. Activity Timeline
D. Service Console
✅ correct answer: C
🧠 explanation: The Activity Timeline allows agents to view and manage tasks and events related to cases.

---

question: 85

How can cases be tracked and monitored for escalation?
A. Custom Fields
B. Escalation Rules
C. Data Categories
D. Record Types
✅ correct answer: B
🧠 explanation: Escalation Rules help in automatically identifying cases that need immediate attention and escalation.

---

question: 86

Which Salesforce feature can gather customer feedback after case closure?
A. Reports
B. Chatter
C. Surveys
D. Escalation Rules
✅ correct answer: C
🧠 explanation: Salesforce Surveys can be sent post-case closure to capture customer satisfaction.

---

question: 87

What is required to publish Knowledge articles in Salesforce?
A. Role Hierarchy
B. Article Type
C. Approval Process
D. Data Import Wizard
✅ correct answer: C
🧠 explanation: An Approval Process ensures articles are reviewed before being published.

---

question: 88

How does a Case Queue improve service team productivity?
A. It archives old cases
B. It hides irrelevant cases
C. It groups unassigned cases for agents
D. It locks cases to prevent editing
✅ correct answer: C
🧠 explanation: Case Queues group cases so agents can easily pick up unassigned work.

---

question: 89

Which feature can notify a manager when a case is escalated?
A. Macro
B. Auto-Response Rule
C. Workflow Rule
D. Assignment Rule
✅ correct answer: C
🧠 explanation: A Workflow Rule can be configured to send an alert when a case escalates.

---

question: 90

Which record type is essential for storing standard support procedures?
A. Article
B. Case
C. Task
D. Asset
✅ correct answer: A
🧠 explanation: Articles document common solutions and procedures in Knowledge Base.

---

question: 91

What determines how records are shared across different teams?
A. Workflow
B. Role Hierarchy
C. Validation Rules
D. Flows
✅ correct answer: B
🧠 explanation: Role Hierarchy determines visibility and access across user roles.

---

question: 92

How can an admin restrict access to certain Knowledge articles for a support team?
A. Email Templates
B. Validation Rule
C. Data Category Visibility
D. Case Assignment
✅ correct answer: C
🧠 explanation: Use Data Category Visibility settings to restrict article access by profile.

---

question: 93

What allows external users to search Knowledge articles online?
A. Chatter
B. Experience Cloud Site
C. Salesforce Mobile App
D. AppExchange
✅ correct answer: B
🧠 explanation: Experience Cloud Sites (formerly Communities) enable public Knowledge sharing.

---

question: 94

What happens when a case is escalated using a rule?
A. It is deleted
B. It is reassigned
C. A milestone is triggered
D. Case status becomes “Closed”
✅ correct answer: B
🧠 explanation: Escalation Rules can reassign the case or notify someone for faster resolution.

---

question: 95

What can be used to deploy configuration changes like page layouts?
A. Workbench
B. Reports
C. Change Sets
D. Chatter
✅ correct answer: C
🧠 explanation: Change Sets are used to move metadata between Salesforce environments.