Case management, service console, and omni channel routing concepts tested on the Salesforce Service Cloud Consultant exam.
39 cards · basic cards · AI-written, checked twice. Edit anything.
- What is a Service Cloud case?
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A record that tracks customer issues and service requests from creation through resolution, storing all interactions and data related to the issue.- What does the Service Console provide?
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A unified interface that displays multiple objects and records simultaneously, allowing agents to view customer data, cases, and interactions in one workspace.- What is Omni-Channel Routing?
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A feature that distributes incoming work items (chat, email, phone, social) to the most available and qualified agents based on workload and skill-based routing rules.- What is a queue in Service Cloud?
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A container that holds cases or leads waiting to be assigned to agents, ordered by priority or creation date.- What does Live Chat enable?
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Real-time synchronous communication between customers and agents, allowing immediate support without a phone call or email wait.- What is Service Cloud's Email handling capability?
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Agents can send, receive, and track customer emails directly within Service Cloud, automatically logging them to cases and creating case records from inbound emails.- What is a Routing Policy in Omni-Channel?
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A set of rules that determines how work items are routed to agents based on availability, skills, and case priority.- What is a Presence Status in Omni-Channel?
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An indicator that shows whether an agent is available to receive work items, busy, or away, used by the routing engine to distribute work.- What does the Case Feed display?
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A chronological stream of all case-related activities including comments, updates, attachments, and system changes in a single timeline.- What is a Case Assignment Rule?
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An automation rule that automatically assigns cases to queues or users based on specific criteria like priority, subject, or account type.- What is the purpose of Case Escalation?
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Routing a case to a higher-level agent or specialized team when the current agent cannot resolve it or a time threshold is reached.- What is Service Cloud's Skill-Based Routing?
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A routing method that assigns work items to agents based on their specific skills or capabilities rather than just availability.- What is Case Merging?
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The ability to combine multiple cases into one parent case when they are duplicates or related, consolidating all related information and interactions.- What does Knowledge Management in Service Cloud provide?
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A repository of company information, best practices, and FAQs that agents can search and share with customers to resolve issues faster.- What is a Service Level Agreement (SLA)?
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A contract that defines response and resolution times for cases based on priority or type, tracked and enforced by the Service Cloud.
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