Salesforce Service Cloud Interview Questions and Answers
1. What is Salesforce Service Cloud?
Salesforce Service Cloud is a customer relationship management (CRM) platform for customer service and support. It helps organizations manage customer queries and interactions across multiple channels such as email, phone, chat, and social media.
2. What are the key features of Service Cloud?
Key features include Case Management, Knowledge Base, Omni-Channel Routing, Service Console, Live Agent, Social Customer Service, Macros, and Entitlements.
3. What is Case Management in Service Cloud?
Case Management helps track and manage customer issues by converting them into cases. A case is a record that holds all details about customer interactions and support requests.
4. What is the Service Console?
The Service Console is a unified interface where support agents can view and manage cases, contacts, accounts, and knowledge articles in one place.
5. What is Omni-Channel in Service Cloud?
Omni-Channel is a feature that automatically routes work to agents based on their availability, skill set, and current workload. It supports routing cases, leads, chats, and more.
6. What is a Knowledge Base in Salesforce Service Cloud?
The Knowledge Base stores and manages articles that support agents can use to resolve cases. Articles can also be published to the web for customers to access.
7. How do Entitlements work in Service Cloud?
Entitlements help track support agreements, including the type of support a customer is eligible for, response times, and service level agreements (SLAs).
8. What is a Service-Level Agreement (SLA)?
An SLA is a formal agreement between a company and its customers that defines the expected service standards, including response and resolution times.
9. How does Email-to-Case work?
Email-to-Case automatically converts customer emails into cases, allowing agents to respond to customer queries and track the case status from within Salesforce.
10. What is Live Agent in Service Cloud?
Live Agent is a real-time chat feature that allows customers to interact with support agents directly from a website or mobile app.
11. What is Social Customer Service?
Social Customer Service integrates social media channels like Twitter and Facebook with Salesforce, allowing agents to respond to customer inquiries directly from social media.
12. What is Case Feed?
Case Feed is a tool within the Service Console that provides a timeline of customer interactions, case updates, and related activities.
13. How do you create a Case in Salesforce?
Cases can be created manually by users, automatically via email-to-case, web-to-case, or through APIs. Agents can also convert customer emails or social media messages into cases.
14. What is Web-to-Case?
Web-to-Case is a feature that allows customers to submit support requests through a form on the company’s website, automatically creating a case in Salesforce.
15. What are Queues in Service Cloud?
Queues allow cases, leads, and other objects to be assigned to a group of users, making it easier to manage workload distribution among agents.
16. How can you automate case assignment in Service Cloud?
You can automate case assignment using Assignment Rules or Omni-Channel Routing based on predefined criteria like case priority, origin, or product.
17. What is Case Escalation?
Case Escalation automates the process of escalating cases that have not been resolved within a specified timeframe. Escalation rules can reassign cases to a higher-level support agent or manager.
18. What are Case Assignment Rules?
Case Assignment Rules determine how cases are assigned to users or queues based on case properties like priority, product, or case origin.
19. How can you use Macros in Service Cloud?
Macros automate repetitive tasks, such as sending a predefined response to customers or closing cases. They help improve agent efficiency.
20. What is Service Cloud Console API?
The Service Cloud Console API allows developers to build custom integrations and components within the Service Console, enabling additional functionality and workflows.
21. What are Milestones in Service Cloud?
Milestones are time-based events that represent key steps in a support process, such as response time or resolution time, tracked against a case’s progress.
22. What are Entitlement Processes?
Entitlement Processes define a timeline for support delivery, specifying milestones, actions, and time triggers for different case types.
23. How do you enable Knowledge in Service Cloud?
To enable Knowledge, you need to activate the Knowledge feature in Setup and assign the appropriate permissions to users, such as Knowledge User and Article Manager.
24. What is Knowledge-Centered Support (KCS)?
KCS is a methodology that encourages the reuse of knowledge articles by support agents to resolve cases faster and improve the overall support process.
25. How do you implement Web-to-Case?
You can implement Web-to-Case by setting up a web form that collects customer inquiries and then mapping the form fields to case fields in Salesforce.
26. How do you integrate phone systems with Service Cloud?
You can integrate phone systems using Salesforce’s Computer Telephony Integration (CTI) or third-party tools like Five9 or Amazon Connect. This allows agents to make and receive calls directly from Salesforce.
27. What is Salesforce Einstein in Service Cloud?
Salesforce Einstein provides AI-powered features for Service Cloud, including predictive case routing, next-best actions, and sentiment analysis to improve customer service operations.
28. What is a Case Hierarchy?
Case Hierarchy is a relationship between cases that allows agents to link parent and child cases, making it easier to track related issues.
29. How do you use the Case Merge feature?
The Case Merge feature allows agents to merge duplicate cases into one, keeping all related information, such as activities and emails, under the primary case.
30. What is the difference between Email-to-Case and On-Demand Email-to-Case?
Email-to-Case allows processing large volumes of emails within the Salesforce environment but requires an additional server, while On-Demand Email-to-Case processes emails through Salesforce’s cloud without the need for an extra server.
31. What are Predefined Case Teams?
Predefined Case Teams are groups of users that work together on cases. You can assign them to cases for collaboration and escalation purposes.
32. What is Visual Workflow for Service Cloud?
Visual Workflow, now called Flow, allows you to automate complex processes and guide agents through multi-step tasks using a drag-and-drop interface.
33. What is Lightning Knowledge?
Lightning Knowledge is the enhanced version of Salesforce Knowledge, built on the Lightning platform, offering a more modern interface, better search capabilities, and easier article management.
34. How can you track customer satisfaction in Service Cloud?
You can track customer satisfaction by sending post-case surveys, using tools like Salesforce Surveys or integrating third-party survey tools like SurveyMonkey.
35. What is the difference between Case Comments and Chatter on Cases?
Case Comments are used for public interactions with customers, while Chatter on Cases is an internal communication tool for agents and team members to collaborate on case resolution.
36. What is Email Relay in Salesforce?
Email Relay routes emails sent from Salesforce through your company’s email servers, maintaining branding and security for outgoing emails.
37. What are Case Milestone Actions?
Case Milestone Actions are actions that occur when a milestone is reached, such as sending email alerts, updating case fields, or escalating the case.
38. What is the purpose of Entitlement Templates?
Entitlement Templates are predefined entitlement processes that can be applied to cases, making it easier to manage support levels for different customer types.
39. What is Lightning Service Setup?
Lightning Service Setup is a simplified interface in the Lightning Experience designed to quickly configure and deploy Service Cloud features like Knowledge, Case Management, and Entitlements.
40. What is the use of Console Components in Service Cloud?
Console Components allow you to customize the Service Console by adding widgets like related lists, activity timelines, and third-party applications for a more efficient agent workspace.
41. What are the common Case Escalation Rules criteria?
Common criteria include case priority, response time, customer type, product line, and unresolved status.
42. How does Salesforce handle SLAs?
Salesforce handles SLAs through Entitlement Processes and Milestones, which track key performance indicators like response and resolution times.
43. How can you set up Omni-Channel in Salesforce?
To set up Omni-Channel, you need to define routing configurations, configure presence statuses for agents, and assign work to agents based on their skill set and availability.
44. What is the purpose of a Knowledge Article?
A Knowledge Article provides information to solve customer queries, either by the support team or through self-service by customers.
45. How do you manage Knowledge Article Versions?
Knowledge Article Versions help track changes to articles over time. Each time an article is updated and published, a new version is created.
46. What are Case Macros?
Case Macros are pre-programmed tasks or sequences of actions that automate repetitive tasks for case management, like sending an email response and updating case fields.
47. What is Field Service Lightning (FSL)?
Field Service Lightning is a Salesforce product that helps manage mobile workers and deliver onsite service. It integrates with Service Cloud to manage field service teams and cases.
48. What is a Case Escalation Rule in Service Cloud?
A Case Escalation Rule automatically reassigns cases when they meet certain criteria, ensuring that cases are handled by the appropriate personnel.
49. What is Einstein Bots in Service Cloud?
Einstein Bots are AI-powered chatbots that handle simple customer inquiries before routing them to human agents, improving efficiency and response time.
50. What is Lightning Flow for Service?
Lightning Flow for Service is a tool for automating complex customer service processes. It guides agents through multi-step workflows, ensuring consistency and accuracy
51. What is Web Chat in Service Cloud?
Web Chat, powered by Live Agent, allows customers to interact with support agents in real-time via chat. It can be integrated into websites to offer instant support.
52. What is a Support Process in Service Cloud?
A Support Process defines the stages or statuses that a case goes through during its lifecycle. It can be customized to match the organization’s case resolution process.
53. How does Service Cloud support multi-language Knowledge Articles?
Salesforce allows you to create and manage Knowledge Articles in multiple languages. Each article can have multiple translations, and language settings can be configured per user.
54. What is a Case Assignment Rule Entry?
A Case Assignment Rule Entry specifies criteria to determine how cases should be assigned to agents or queues based on case properties like origin or product.
55. What is Email Quick Text?
Quick Text is a feature that allows support agents to insert predefined text snippets into emails, chats, and other interactions to save time and maintain consistency.
56. What is Salesforce Service Analytics?
Service Analytics provides insights into service operations, including case resolution times, agent performance, and customer satisfaction, using reports and dashboards.
57. How do you automate Case Closure in Service Cloud?
Case Closure can be automated using Workflow Rules, Process Builder, or Flows that trigger when specific conditions are met, such as no customer activity after a set number of days.
58. What are Case Escalation Actions?
Case Escalation Actions specify what happens when a case is escalated, such as reassigning the case to a senior agent, sending email alerts, or updating case fields.
59. What is the role of Communities in Service Cloud?
Communities (now called Experience Cloud) allow organizations to create self-service portals where customers can log cases, access knowledge articles, and collaborate with other customers.
60. What is the difference between Salesforce Classic and Lightning Experience in Service Cloud?
Lightning Experience offers a more modern interface with enhanced features like better dashboards, productivity tools (e.g., Path), and enhanced mobile support compared to Salesforce Classic.
61. How do you monitor agent productivity in Service Cloud?
Agent productivity can be monitored through reports, dashboards, and tools like Omni-Channel Supervisor, which provides real-time insights into agent availability and workload.
62. What is Einstein Case Classification?
Einstein Case Classification uses machine learning to automatically populate case fields like product or case reason, based on past data, improving case resolution speed.
63. What is the use of Case Comment Notifications?
Case Comment Notifications automatically send email notifications to customers or agents when comments are added to a case, ensuring timely communication.
64. How can you set up a Self-Service Portal in Service Cloud?
You can set up a self-service portal using Salesforce Experience Cloud, where customers can log in to access their cases, submit new cases, and view knowledge articles.
65. What is the use of a Case Team in Service Cloud?
Case Teams allow multiple users to collaborate on a case, with each member having a specific role, such as a support agent, manager, or customer representative.
66. What is Einstein Reply Recommendations?
Einstein Reply Recommendations suggest responses for agents during chats and emails based on previous successful resolutions, improving efficiency and response quality.
67. How do you configure Email Templates for Case Responses?
Email Templates for case responses can be configured in Setup under the Email Template section. These templates can include merge fields to personalize responses.
68. What is a Path in Service Cloud?
Path is a visual representation of the steps in a process, such as the case lifecycle. It guides agents through stages of a case, such as New, In Progress, and Closed.
69. How does Omni-Channel Supervisor help in managing service operations?
Omni-Channel Supervisor provides real-time monitoring of agents, their workloads, and the overall service operation. It helps supervisors reassign work and manage agent performance.
70. What is Lightning Flow Builder in Service Cloud?
Lightning Flow Builder allows administrators to automate complex business processes with drag-and-drop tools, enabling workflows for case management, approvals, and task automation.
71. What is the difference between Live Agent and Einstein Bots?
Live Agent connects customers directly to human agents via chat, while Einstein Bots handle simple, routine inquiries using AI before routing complex issues to live agents.
72. What are Lightning Service Reports?
Lightning Service Reports provide customizable reports that offer insights into service operations, case metrics, agent performance, and customer satisfaction.
73. What is Case Auto-Response in Service Cloud?
Case Auto-Response Rules send automatic email replies to customers when they submit cases, acknowledging receipt and providing case tracking information.
74. What is a Case Comment in Service Cloud?
A Case Comment is a note added to a case that can be shared with the customer. It allows for communication between agents and customers.
75. How do you manage duplicate cases in Service Cloud?
Duplicate cases can be managed using the Case Merge feature, which combines related cases into one, consolidating all information under the primary case.
76. What are Console Highlights Panels?
Console Highlights Panels in the Service Console display key case information at the top of the screen, helping agents quickly access important details without scrolling.
77. What is Service Setup Assistant?
The Service Setup Assistant in Salesforce Lightning simplifies the process of configuring basic Service Cloud features, such as email-to-case, knowledge, and case assignment rules.
78. What is Salesforce Field History Tracking?
Field History Tracking allows you to track changes to specific fields on an object, such as a case, and provides a history log for auditing purposes.
79. What is the use of Knowledge One widget in the Service Console?
The Knowledge One widget provides agents with a quick search tool to find relevant knowledge articles while they are working on cases in the Service Console.
80. How does Salesforce integrate with third-party CTI systems?
Salesforce integrates with third-party CTI systems using Open CTI, enabling agents to make and receive phone calls, view call histories, and log call activities directly from Salesforce.
81. What are Approval Processes in Service Cloud?
Approval Processes automate the approval of case-related decisions, such as escalating cases or offering refunds. Approvers can be notified and make decisions through Salesforce or email.
82. How do you integrate Social Media with Service Cloud?
Social Media can be integrated using Social Customer Service, allowing agents to view, respond to, and create cases from social media platforms like Twitter and Facebook.
83. What is Salesforce Mobile App for Service Cloud?
The Salesforce Mobile App provides agents with access to Service Cloud features on their mobile devices, allowing them to manage cases, view knowledge articles, and respond to customer inquiries while on the go.
84. What is Case Milestone Status in Service Cloud?
Case Milestone Status indicates whether a milestone (such as a first response or case resolution time) has been completed or is overdue, helping to track case progress against SLAs.
85. What is Einstein Next Best Action in Service Cloud?
Einstein Next Best Action recommends the most suitable action for agents based on case context and customer data, helping agents make informed decisions.
86. How does Skill-Based Routing work in Omni-Channel?
Skill-Based Routing matches cases or work items to agents based on their skills and expertise, ensuring that the most qualified agents handle complex issues.
87. What is a Milestone Tracker in Service Cloud?
A Milestone Tracker visually displays the progress of case milestones on a case record page, helping agents and managers ensure cases are meeting service deadlines.
88. How does Einstein Case Routing work?
Einstein Case Routing uses AI to automatically assign cases to the right agent or team based on historical data and case details, improving efficiency and resolution time.
89. What are Knowledge Data Categories?
Knowledge Data Categories organize knowledge articles into groups, making it easier for agents and customers to find relevant information based on topics or product lines.
90. How do you set up Service Contracts in Salesforce?
Service Contracts define the terms of service agreements between a company and its customers. They can be configured to track entitlements and SLAs.
91. What is a Service Resource in Field Service Lightning (FSL)?
A Service Resource is a field technician or agent who performs service tasks in the field. They are assigned to jobs based on their availability, location, and skills.
92. What is the Case Closure Process in Service Cloud?
The Case Closure Process is the final step in resolving a case. Agents mark the case as Closed once the customer’s issue is resolved and all necessary steps are completed.
93. How does Lightning Knowledge improve agent productivity?
Lightning Knowledge offers faster search capabilities, improved article management, and a user-friendly interface, making it easier for agents to find and share relevant information.
94. What is the purpose of Knowledge Reports?
Knowledge Reports provide insights into the usage and effectiveness of knowledge articles, such as how often they are viewed, used in case resolutions, or rated by customers.
95. What is Service Setup Flow?
Service Setup Flow is a step-by-step guide in the Lightning Experience that helps administrators quickly configure core service features like cases, email integration, and knowledge management.
96. What is the difference between Chatter Feed and Case Feed?
Case Feed is specific to cases, showing a timeline of case activities and communications, while Chatter Feed is used for broader collaboration across records in Salesforce.
97. How do you enable Service Cloud Voice?
Service Cloud Voice integrates telephony with Service Cloud, enabling voice calls to be routed and managed within Salesforce. It requires a telephony provider and can be set up from the Service Cloud Voice setup in Salesforce.
98. How do you measure First Contact Resolution (FCR) in Service Cloud?
FCR can be measured using reports that track the number of cases resolved without follow-up interactions, providing insights into agent performance and customer satisfaction.
99. What is the use of Service Contract Line Items?
Service Contract Line Items represent the individual components or products covered by a service contract, helping organizations track the support provided for specific items.
100. What are Case Record Types?
Case Record Types allow you to create different page layouts and business processes for different types of cases, such as product support and billing inquiries, enabling customized workflows.