Configure case management, escalation rules, knowledge management, and Service Cloud features (11% of exam).
Covers case management including case creation, assignment, and escalation rules. Includes knowledge management and solution implementation. Also covers Service Cloud features and functionalities for customer support.
5 minutes
5 Questions
Service and Support Applications in Salesforce are powerful tools designed to help organizations manage customer service operations efficiently. These applications enable support teams to track, resolve, and analyze customer issues while maintaining high satisfaction levels.
Cases are the foundation of service applications, representing customer inquiries, problems, or requests. Each case contains essential information including contact details, subject, description, status, and priority. Cases can be created through multiple channels such as email-to-case, web-to-case, or manual entry by agents.
Queues allow organizations to distribute cases among team members based on criteria like product type, region, or issue category. This ensures proper workload distribution and specialized handling of different case types.
Assignment Rules automate case routing by evaluating case attributes and assigning them to appropriate users or queues. This streamlines the intake process and ensures cases reach the right agents promptly.
Escalation Rules monitor case age and status, automatically escalating unresolved cases to supervisors or higher-level support teams when specific time thresholds are exceeded. This prevents cases from falling through the cracks.
Auto-Response Rules send automated email acknowledgments to customers when cases are submitted, confirming receipt and setting expectations for response times.
Entitlements define the level of support customers are entitled to receive based on their service contracts or warranties. Milestones within entitlements track specific service level agreement (SLA) requirements.
Knowledge Base functionality allows organizations to create, manage, and share articles that help both agents and customers find solutions to common issues. Articles can be attached to cases or made available through customer communities.
Service Console provides agents with a unified workspace displaying multiple records simultaneously, enabling efficient multitasking and faster case resolution.
Reports and dashboards offer visibility into key metrics like case volume, resolution times, agent performance, and customer satisfaction, helping managers optimize service operations and identify improvement opportunities.Service and Support Applications in Salesforce are powerful tools designed to help organizations manage customer service operations efficiently. These applications enable support teams to track, resolve, and analyze customer issues while maintaining high satisfaction levels.
Cases are the foundati…