1

Which Salesforce feature automatically assigns new cases to specific agents or queues based on predefined field values?

AEscalation Rules BCase Assignment Rules COmni-Channel Routing DAuto-Response Rules

2

What is the purpose of Case Escalation Rules in Salesforce Service Cloud?

ATo automatically create cases from incoming emails BTo route cases to different queues based on subject keywords CTo automatically escalate cases that have not been resolved within a defined time frame DTo notify managers when any case is created

3

Which feature allows Salesforce Service Cloud to receive customer emails and automatically create cases from them?

AEmail-to-Case BAuto-Response Rules CCase Assignment Rules DOmni-Channel Email Channel

4

What is a Milestone in the context of Salesforce Entitlements?

AA benchmark report comparing agent performance BA custom notification when a case reaches a specific status CA KPI metric on the service analytics dashboard DA required step in a customer's service process with a time target, such as First Response or Resolution

5

Which Service Cloud feature allows agents to handle multiple chat sessions, cases, and other work items simultaneously from a single screen?

ALightning Record Page BService Console (Lightning Service Console App) CKnowledge Base tab DOmni-Channel Supervisor Dashboard

6

What is the purpose of Omni-Channel in Salesforce Service Cloud?

ATo allow customers to contact support through any channel they choose BTo publish content across all social media channels simultaneously CTo intelligently route work items from multiple channels to available agents based on capacity and priority DTo consolidate all customer interaction history into a single timeline

7

Which Omni-Channel routing model distributes work to the agent who has been waiting the longest?

ALeast Active routing BMost Available routing CQueue-Based routing DSkills-Based routing

8

Which Salesforce Knowledge feature organizes articles into a hierarchy so different user groups can see different articles?

AArticle Types BArticle Visibility Rules CKnowledge Channels DData Categories

9

What does FCR (First Contact Resolution) measure in a contact centre?

AThe average number of contacts handled per agent per day BThe percentage of customer issues resolved on the first interaction without a follow-up contact CThe time taken for the first agent response to a case DThe customer satisfaction score on first contact

10

What is the purpose of the Service Cloud Utility Bar?

ATo display static company branding at the bottom of the screen BTo show system notifications and integration status CTo provide quick access to commonly used tools (Omni-Channel widget, CTI softphone, macros) in a persistent footer DTo display the agent's current case queue count

11

Which feature allows a Service Cloud agent to run a series of repetitive actions (like updating a field and sending an email) with a single click?

AMacros BQuick Actions CFlow Screen DProcess Builder

12

What is AHT (Average Handle Time) in a service context?

AThe average time between when a case is created and when it is first viewed by an agent BThe average time an agent spends on training per month CThe average time a customer waits in the phone queue DThe average total time spent handling a customer interaction, including talk time, hold time, and after-call work

13

Which Service Cloud feature allows customers to search for and read Knowledge articles through a branded self-service website?

ACustomer Community built on Salesforce Sites BExperience Cloud (formerly Community Cloud) self-service portal with Knowledge integration CService Cloud internal Knowledge base only (agents only) DSalesforce CMS with article publishing

14

What is Open CTI in Salesforce?

AA Salesforce-proprietary telephony system for contact centers BA feature that enables auto-dialing from a case phone number field CA JavaScript API that allows third-party telephony systems to integrate with the Salesforce Service Console DA Salesforce standard object that stores call recordings

15

Which Einstein feature in Service Cloud automatically suggests values for case fields like Category and Priority based on the case description?

AEinstein Case Classification BEinstein Next Best Action CEinstein Article Recommendations DEinstein Case Routing

16

What is Web-to-Case used for in Service Cloud?

ATo embed the Salesforce console into an external website BTo create cases from incoming social media posts CTo integrate the Salesforce Knowledge base with an external CMS DTo allow customers to submit cases through an HTML form on a company website

17

Which Salesforce feature allows a Knowledge article to be sent through a review and approval workflow before being published?

AArticle Validation Rules BKnowledge Article Approval Process / Approval Actions CArticle Versioning workflow DData Category Approval Gate

18

Which Omni-Channel configuration object determines how much work of each type an agent can be assigned at one time?

AService Channel BRouting Configuration CPresence Configuration DAgent Capacity Plan

19

An Entitlement Process is used to do which of the following?

ADefine a series of milestones and actions that enforce SLA compliance on cases BAutomate case creation from emails CRoute cases to agents based on entitlement level DDetermine which Knowledge articles a customer can see

20

What is Live Agent (now Messaging for Web) in Service Cloud?

AAn AI bot that answers questions without agent involvement BA tool for agents to call customers directly from Salesforce CA screen-sharing feature for remote support DA real-time chat channel that connects website visitors to human agents

21

Which Service Cloud report format is most appropriate for tracking the number of cases resolved per agent per month?

ATabular report BMatrix report grouped by Agent and Month CJoined report DPie chart report

22

What is the primary purpose of Einstein Bots in Service Cloud?

ATo automatically categorise and assign cases using machine learning BTo generate service reports from completed cases CTo handle routine customer queries automatically before escalating to a human agent DTo monitor agent performance in real time

23

Which Salesforce feature can send an automatic email reply to a customer when their case is received?

AAuto-Response Rules BCase Assignment Rules CEmail Alerts via a Workflow Rule DEscalation Rules with email action

24

What is CSAT (Customer Satisfaction Score) typically used to measure?

AThe number of cases an agent handles per day BThe percentage of cases resolved in under 24 hours CAgent adherence to scripts during phone calls DA customer's satisfaction with their service experience, usually collected via post-interaction survey

25

Which Service Cloud feature allows agents to view the full history of a customer's interactions — including cases, calls, and emails — in a single timeline?

ASalesforce Inbox BActivity Timeline on the Contact or Case record CCase Feed in Salesforce Classic only DOmni-Channel interaction history

26

What is a Service Channel in Omni-Channel?

AA social media account connected to Salesforce BA queue specifically for phone calls CA configuration that defines a Salesforce object (like Case or Chat) as a source of work for Omni-Channel routing DA social customer service monitoring feed

27

Which keyboard shortcut feature in the Service Console improves agent efficiency?

AKeyboard shortcuts that navigate between subtabs, open records, and interact with Omni-Channel without using the mouse BAuto-complete for case subject lines COne-click case close shortcuts DMacro playback via keyboard shortcut

28

What is Salesforce Surveys used for in a Service Cloud context?

ATo survey agents about case difficulty ratings BTo generate lead qualification forms on websites CTo poll internal teams about process improvements DTo collect post-case customer feedback and CSAT scores directly in Salesforce

29

Which Service Cloud feature allows a supervisor to see all agents' statuses, current work items, and queue volumes in real time?

AService Analytics Dashboard BOmni-Channel Supervisor tab CCase List View with agent filter DWorkforce Management dashboard

30

Which Einstein Service Cloud feature provides agents with recommended responses or articles during an active conversation?

AEinstein Case Classification BEinstein Prediction Builder CEinstein Reply Recommendations and Article Recommendations DEinstein Next Best Action via Recommendation strategy only

31

What is the Knowledge sidebar in the Service Console used for?

ATo display relevant Knowledge articles automatically based on the case subject or description while an agent works a case BTo allow agents to write new Knowledge articles from within a case CTo show a list of all published Knowledge articles alphabetically DTo provide agents with access to internal agent wikis

32

Which feature of Experience Cloud (Community Cloud) enables customers to create and track their own support cases?

AWeb-to-Case embedded in a Lightning Site page BCase Management tab in Salesforce App CCustomer Portal legacy feature DCustomer Service template or self-service portal in Experience Cloud with Case object access

33

What happens to a Milestone timer when a case's status changes to a value that stops the entitlement clock?

AThe milestone is marked as failed BThe milestone timer pauses until the case returns to an active status CThe milestone is completed immediately DThe milestone is deleted and restarted on reopen

34

Which Salesforce Service Cloud feature monitors social media platforms for keywords and creates cases from relevant posts?

ASocial Studio integration BChatter monitoring feeds CSocial Customer Service DEinstein Social Listening

35

Which configuration is required for Omni-Channel to route work to an agent?

AService Channel, Routing Configuration, Queue linked to the Routing Configuration, and the agent set to an Active Presence Status BOnly a Queue and an Assignment Rule CAn Assignment Rule and a Presence Configuration DA Live Agent button and a queue

36

What is the purpose of a Case Queue in Salesforce?

ATo store draft cases that haven't been submitted BTo archive resolved cases automatically CTo limit which agents can create cases DTo hold cases that are awaiting assignment, allowing multiple agents to view and take ownership

37

Which Service Cloud report metric helps management understand how long customers typically wait before their case is first responded to?

AAverage Resolution Time BAverage First Response Time CSLA Compliance Rate DCase Age in Queue

38

Which Service Cloud feature should be used to automatically present the most relevant Knowledge articles to a customer in a community before they submit a case?

ACase Deflection via Escalation Rules BEinstein Case Routing to Knowledge CCase Deflection with Knowledge search in Experience Cloud DAuto-Response Rules that attach Knowledge article links

39

When configuring On-Demand Email-to-Case, what is the key difference from standard Email-to-Case?

AOn-Demand Email-to-Case uses Salesforce-hosted email services and does not require an email agent behind a firewall BOn-Demand Email-to-Case supports only outbound emails from Salesforce CStandard Email-to-Case requires a Salesforce license for each email address DOn-Demand Email-to-Case only works with Gmail and Outlook

40

Which routing model in Omni-Channel routes work to the agent with the least active work items, regardless of when they last received work?

AMost Available BPriority-Based CExternal Routing DLeast Active

41

What is a Knowledge Article Version in Salesforce?

AA draft of an article stored in a sandbox environment BEach iteration of a Knowledge article — allowing the published version to remain live while a new version is drafted CA translated copy of an article in another language DThe history of edits made to a published article by agents

42

Which component in the Service Console allows agents to see suggested next best actions and recommendations based on AI analysis of the case?

AEinstein Case Classification component BRecommendation Tile in the Case feed CEinstein Next Best Action component on the Lightning record page DKnowledge sidebar — AI recommendations tab

43

Which Salesforce feature allows an admin to define the maximum number of cases per agent visible in their queue?

AOmni-Channel Routing Configuration — capacity settings BCase Assignment Rule with limit filter CAgent Queue Size Validation Rule DList View filter on the Cases tab

44

An entitlement's "Milestone Actions" fire under which condition?

AWhen a new case is created regardless of entitlement BWhen an agent manually triggers the milestone CWhen a Knowledge article is linked to the case DWhen the milestone's time target is approaching, reached, or violated

45

Which Service Cloud configuration ensures that high-priority cases are always routed before low-priority cases in Omni-Channel?

AA Case Assignment Rule with priority filter BRouting Configuration Priority value — work items with higher priority routing configs are routed first CEscalation Rules that push high-priority cases into a separate queue DAn Omni-Channel Flow that reorders the queue based on case priority

46

When a case is linked to an Entitlement with a milestone, what is the impact of a customer's tier (Gold vs. Silver) on milestone timing?

ACustomer tiers are not relevant to entitlement milestones BOnly one Entitlement Process can exist per org CDifferent Entitlement Processes with different milestone time targets can be assigned based on service tier DCustomer tier automatically adjusts milestone targets via a Flow

47

Which Salesforce feature enables agents to send a survey link to customers automatically when a case is closed?

AA Record-Triggered Flow that runs when Case Status changes to Closed and sends a Salesforce Survey invitation BAuto-Response Rule triggered on case close CAn Einstein Bot that sends the survey automatically DThe agent must manually send the survey link from the case record

48

What is the maximum number of active case assignment rules in a Salesforce org?

A5 B10 C25 D1 (only one assignment rule can be active at a time per object)

49

What distinguishes a "Most Available" routing model from a "Least Active" routing model in Omni-Channel?

AMost Available routes to the last agent who received work; Least Active routes to the agent with zero open work BMost Available routes to the agent with the most remaining capacity; Least Active routes to the agent with fewest open work items CThey are identical features with different labels DMost Available is for phone channels; Least Active is for chat channels only

50

Which Salesforce tool allows service managers to build pre-built analytics dashboards covering case volume trends, agent performance, and channel breakdowns without a CRM Analytics license?

ACRM Analytics (Einstein Analytics) — Service Cloud template BSalesforce Inbox Analytics CNative Salesforce Reports and Dashboards built on Case, Task, and Service Channel objects DTableau Cloud embedded in Service Console

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