What’s the main object for service requests?
Case
What’s Omni-Channel used for?
To route work (e.g., cases) to agents
What’s the Service Console?
A unified agent workspace
What’s an Entitlement?
A customer’s support agreement (e.g., SLA)
How do you automate case assignment?
Case Assignment Rules
What’s the purpose of a Knowledge Base?
To provide self-service articles
What’s a Service Channel?
A customer contact method (e.g., Email, Phone)
What’s the passing score for this exam?
68%
What’s a Queue in Service Cloud?
Holds cases until agents claim them
What’s the exam time limit?
105 minutes
How many questions are in the exam?
60
What’s an Escalation Rule?
Auto-escalates cases based on criteria
What’s the purpose of Email-to-Case?
Converts emails to cases
What’s a Macro?
Automates repetitive agent tasks
How do you enable Omni-Channel?
Setup > Omni-Channel > Enable
What’s a Service Level Agreement (SLA)?
Time-bound support commitment
What’s the benefit of Knowledge?
Reduces case volume via self-service
What’s a Case Team?
Group of users working on a case
How do you configure Entitlements?
Setup > Entitlement Management
What’s a Quick Text?
Predefined message for agents
What’s the purpose of Case Feed?
Centralizes case interactions
What’s a Presence Status?
Agent availability in Omni-Channel
How do you enable Knowledge?
Setup > Knowledge > Enable
What’s a Milestone in Entitlements?
Time-based step in an SLA
What’s the benefit of Service Cloud?
Improves customer support efficiency
What’s a Case Path?
Visual guide for case stages
How do you set up Web-to-Case?
Setup > Web-to-Case > Generate HTML
What’s a Routing Configuration?
Rules for Omni-Channel routing
What’s the purpose of a Chatbot?
Automates customer interactions
What’s a Service Report?
Tracks metrics like case resolution
How do you deploy Service Cloud?
Use Change Sets or packages
What’s a Case Comment?
Internal note on a case
What’s the benefit of Omni-Channel?
Optimizes agent workload
What’s a Knowledge Article?
Solution for common issues
How do you test Service Cloud?
Use a sandbox with sample cases
What’s a Case Status?
Stage of case resolution
What’s the purpose of a Dashboard?
Monitors service KPIs
What’s a Chat Button?
Initiates live chat for customers
How do you enable Chat?
Setup > Chat Settings > Enable
What’s an Entitlement Process?
Steps to enforce SLAs
What’s the benefit of Case Escalation?
Ensures timely resolution
What’s a Case History?
Log of case updates
How do you monitor SLAs?
Use Milestones and reports
What’s a Service Contract?
Agreement defining support terms
What’s the purpose of a Queue?
Distributes cases to teams
How do you secure Knowledge?
Use data categories and roles
What’s a Case Assignment Rule?
Criteria to assign cases
What’s the benefit of Chat?
Real-time customer support
What’s a Case Merge?
Combines duplicate cases
How do you enable Email-to-Case?
Setup > Email-to-Case > Enable
What’s a Case Priority?
Urgency level of a case
What’s the purpose of a Skill?
Matches agents to cases in Omni-Channel
What’s a Knowledge Data Category?
Organizes articles by topic
How do you improve FCR?
Use Knowledge and automation
What’s a Case Origin?
Source of the case (e.g., Phone)
What’s the benefit of Entitlements?
Ensures SLA compliance
What’s a Service Resource?
Agent or team in Field Service
How do you share Knowledge?
Publish to communities or portals
What’s a Case Escalation Timer?
Tracks time to escalation
What’s the purpose of a Survey?
Gathers customer feedback
How do you optimize Case Routing?
Use skills and queues
What’s a Knowledge Version?
Draft or published article state
What’s the benefit of Macros?
Saves agent time
What’s a Case Type?
Category of issue (e.g., Complaint)
How do you reduce AHT?
Use Quick Text and automation
What’s a Chat Transcript?
Record of live chat session
What’s the purpose of a Template?
Standardizes email responses
How do you track CSAT?
Use Surveys and reports
What’s a Case Field?
Data point on a case (e.g., Subject)
What’s the benefit of Queues?
Evenly distributes workload
How do you enable Surveys?
Setup > Surveys > Enable
What’s a Knowledge Approval?
Process to publish articles
What’s the purpose of a Flow?
Automates service processes
How do you handle escalations?
Use Escalation Rules
What’s a Case Resolution?
Closing a case with a solution
What’s the benefit of Paths?
Guides agents through stages
What’s a Chat Skill?
Routes chats based on agent expertise
How do you audit cases?
Use Case History and reports
What’s a Case Owner?
User or queue responsible for a case
What’s the purpose of a Report?
Analyzes service performance
How do you enable telephony?
Integrate with CTI
What’s a Knowledge Search?
Finds articles for agents or customers
What’s the benefit of Quick Text?
Speeds up agent responses
What’s a Case Queue?
Temporary holding area for cases
How do you handle spam cases?
Use validation rules or filters
What’s a Chat Transfer?
Moves chat to another agent
What’s the purpose of a Trigger?
Automates case actions
How do you reduce case volume?
Enhance self-service options
What’s a Case Alert?
Notification for urgent cases
What’s the benefit of Reports?
Identifies service trends
How do you embed Chat?
Add to a community or website
What’s a Knowledge Feedback?
User input on article usefulness
What’s the purpose of a Dashboard?
Visualizes service metrics
How do you handle multilingual cases?
Use skills and translations
What’s a Case Transfer?
Moves case to another owner
What’s the benefit of Chatbots?
Reduces agent workload
What’s a Case SLA?
Time to resolve a case
How do you improve agent efficiency?
Use Macros and Quick Text
What’s a Case Summary?
Overview of case details
What’s the goal of Service Cloud?
Enhance customer satisfaction