Unlock hundreds more features
Save your Quiz to the Dashboard
View and Export Results
Use AI to Create Quizzes and Analyse Results

OR
Sign inSign in with Facebook
Sign inSign in with Google
Quizzes > Quizzes for Business > Technology

Master the Salesforce Case Management Quiz

Evaluate Your Support Case Handling Proficiency

Difficulty: Moderate
Questions: 20
Learning OutcomesStudy Material
Colorful paper art depicting elements related to Salesforce Case Management Quiz.

Ready to gauge your expertise with the Salesforce Case Management Quiz? Whether you're a support agent refining service cloud skills or a Salesforce admin mastering case workflows, this practice quiz delivers 15 insightful questions. Explore more assessments like Salesforce Knowledge Assessment Quiz and Case Management Knowledge Assessment Quiz for extra practice. Each question is fully editable in our intuitive editor, so both students and educators can customize scenarios within quizzes. Dive in now to strengthen case handling techniques and elevate your Salesforce expertise.

What Salesforce object represents a customer support ticket in Service Cloud?
Opportunity
Lead
Case
Account
The Case object in Salesforce is used to track customer support tickets from creation through resolution. It stores all case-related data and drives the end-to-end case lifecycle.
Which Salesforce tool automatically assigns cases to users or queues based on defined criteria?
Assignment Rule
Validation Rule
Escalation Rule
Workflow Rule
Assignment Rules evaluate the fields on a case against criteria and automatically assign the case to users or queues. They provide the first layer of automation for distributing inbound work.
Which feature groups cases so that teams can pick up work collectively?
Roles
Profiles
Queues
Permission Sets
Queues allow records like cases to be pooled for a team, enabling any member to claim or work on items. They ensure even distribution of unassigned workloads.
Which case status indicates that work on a case has been completed and the ticket is closed?
New
Escalated
Working
Closed
In standard Salesforce case status values, 'Closed' signifies that the support issue has been resolved and the case lifecycle is complete. Other statuses indicate in-progress or unaddressed stages.
Which Service Cloud feature converts incoming customer emails into new case records automatically?
Web-to-Case
Email-to-Case
Case Assignment Rules
Case Teams
Email-to-Case captures emails from customers and creates case records in Salesforce automatically. This feature streamlines email support without manual case creation.
In a case assignment rule, what determines which rule entry is applied to a new case?
The Milestone definitions
The Escalation settings
The Priority field on the case
The order of rule entries (first match)
Assignment rules evaluate entries in the order they appear, and the first entry whose criteria match will be applied. This ordering ensures predictable routing logic.
Which feature reassigns a case if it has not been responded to within a specified time frame?
Workflow Rule
Validation Rule
Escalation Rule
Assignment Rule
Escalation Rules monitor case age and automatically reassign or notify users when response times exceed defined thresholds. They help enforce service level agreements.
Which Service Cloud feature routes cases to agents based on their current capacity and skill sets?
Approval Processes
Omni-Channel
Sharing Rules
Case Teams
Omni-Channel uses service channels, presence configurations, and routing configurations to push work to agents based on availability and skill. It optimizes agent workload distribution.
In Web-to-Case configuration, what is the maximum number of cases that can be created per day?
500
5000
Unlimited
10000
Web-to-Case has a limit of 5,000 case submissions per org per day. Exceeding this limit will cause additional submissions to be rejected.
When building a record-triggered flow for case automation, which trigger context should you use to update related objects after the case is saved?
Schedule-Triggered
After Save
Before Save
Platform Event
An 'After Save' record-triggered flow runs after the case record is committed to the database, allowing you to reliably update related records in the same transaction.
Which metric tracks the time elapsed until an agent's first response on a case?
Time to Close
Average Handle Time
Escalation Time
First Response Time
First Response Time measures how long it takes for an agent to make the initial reply to the customer. It is a key service metric for assessing responsiveness.
Which component should be added to the Lightning Service Console to suggest relevant knowledge articles on a case detail page?
Knowledge component
Case Feed
Chat component
Live Agent
The Knowledge component integrates your knowledge base within the console and provides agents with recommended articles based on case subject and description.
Why is Salesforce Flow recommended over Process Builder for new case automation?
Triggers are easier to maintain than flows
Workflow rules are required for case routing
Flow supports complex logic, loops, and is the future direction for automation
Process Builder has more governor limits
Salesforce Flow is the strategic automation tool that supports multi-step logic, loops, and subflows. It consolidates and replaces older tools like Process Builder and Workflow rules.
To maintain email threading and avoid duplicate cases in Email-to-Case, what setting uses a unique identifier from emails?
Queue ID
Thread ID
Case Owner
Case Number
Email-to-Case Thread ID is appended to the email subject or body, allowing Salesforce to recognize replies and update the existing case instead of creating duplicates.
Which Salesforce feature enables integration of telephony systems to log calls as cases?
Open CTI
Service Cloud Voice
Live Agent
Omni-Channel
Open CTI provides APIs for integrating third-party telephony systems directly into the Salesforce UI. It enables click-to-dial, call logging, and screen pops in Service Cloud.
To enforce SLA milestones on high-priority cases with automated alerts, which Salesforce features should be configured?
Assignment Rules and Queues
Entitlement Process and Milestones
Escalation Rules only
Workflow Rules
Entitlement Processes define the SLA steps and Milestones track time-based targets, with automated notifications and actions when SLAs are at risk. They offer structured SLA management.
Which Salesforce feature uses a publish-subscribe model to stream case changes to external systems in real time?
Change Data Capture
REST API
Platform Events
Outbound Messages
Platform Events use a publish-subscribe architecture for event-driven integrations. They allow external systems to subscribe and receive notifications about case updates in real time.
For complex case owner assignment logic not supported by standard rules, which approach should you take in Apex?
Write a validation rule
Use a formula field for owner assignment
Use an Apex trigger and set assignmentRuleHeader in DML options
Use an outbound message
An Apex trigger can implement complex logic, and by setting the assignmentRuleHeader.useDefaultRule flag in DML options, you can invoke active assignment rules or custom logic programmatically.
When importing cases with Data Loader and requiring assignment rules to run, which option must be selected?
Hard Delete
Assign using Active Assignment Rules
Use Bulk API
Run Validations
Data Loader provides a checkbox 'Assign using Active Assignment Rules' which, when selected, applies your active assignment rules during the import. Without it, cases default to the specified owner.
In Omni-Channel setup, what defines how cases are prioritized and routed to agents?
Routing Configuration
Service Channel
Presence Configuration
Queue
Routing Configurations in Omni-Channel define how work items are prioritized and the time they wait before timing out. They work with service channels and presence settings to route cases.
0
{"name":"What Salesforce object represents a customer support ticket in Service Cloud?", "url":"https://www.quiz-maker.com/QPREVIEW","txt":"What Salesforce object represents a customer support ticket in Service Cloud?, Which Salesforce tool automatically assigns cases to users or queues based on defined criteria?, Which feature groups cases so that teams can pick up work collectively?","img":"https://www.quiz-maker.com/3012/images/ogquiz.png"}

Learning Outcomes

  1. Analyse the end-to-end case lifecycle in Salesforce
  2. Identify essential case assignment and escalation rules
  3. Evaluate automation tools for efficient case management
  4. Apply configuration for case queues and routing
  5. Demonstrate understanding of service cloud case metrics
  6. Master integration of case management with related Salesforce features

Cheat Sheet

  1. Master the Case Lifecycle - From the moment a customer submits a case to the triumphant closure, understanding every stage helps you keep things moving smoothly and customers happy. Visualize the journey through creation, investigation, resolution, and feedback loops to never miss a critical step. Explore the Case Lifecycle module
  2. Configure Smart Assignment Rules - Automate case routing by setting up assignment rules that send incoming cases straight to the right agents or queues. This cuts down on delays and ensures each case lands in the hands of someone with the right expertise. Check out Assignment Rules on Trailhead
  3. Implement Escalation Rules - Never let a case languish unnoticed: escalate unresolved issues automatically after a set timeframe. Properly configured escalation rules keep SLAs on track and show customers you're on top of their concerns. Dive into Escalation Rules
  4. Leverage Flow and Process Builder - Streamline repetitive tasks by using Flow and Process Builder to automate case updates, notifications, and field changes. This frees up agents to focus on solving problems, not clicking buttons. Discover Automation Best Practices
  5. Set Up Case Queues - Organize your workload by grouping cases into queues based on priority, skill set, or product line. Queues help support teams stay organized and tackle high-impact issues first. Learn about Case Queues
  6. Configure Routing Mechanisms - Direct cases to agents or teams based on origin, priority, or customer type using routing configurations. Smart routing ensures tickets reach the experts who can resolve them fastest. See Routing Strategies
  7. Monitor Key Service Metrics - Keep an eye on First Contact Resolution (FCR), Average Handle Time (AHT), and Customer Satisfaction (CSAT) to gauge performance. Data-driven insights let you celebrate wins and pinpoint improvement areas. Review Essential Metrics
  8. Integrate with Knowledge & Live Agent - Connect your case management to Knowledge Articles, Communities, and Live Agent chat for seamless support. This unified approach empowers agents and customers with the right resources at the right time. Explore Integration Techniques
  9. Auto-Response Rules for Instant Acknowledgment - Set up rules to send personalized confirmation emails the moment a case is created. Instant replies reassure customers that their issue is being handled, boosting trust and transparency. Configure Auto-Response Rules
  10. Use Entitlements and Milestones - Define Service Level Agreements with entitlements and milestones to guarantee timely support. Automated milestones track progress and alert you if a case veers off schedule. Understand Entitlements & SLAs
Make a Quiz (FREE) Copy & Edit This Quiz Create a Quiz with AI

Technology Quizzes

Powered by: Quiz Maker