Study for the Administrator Certification Exam > Cert Prep: Administrator: Applications and Activities > Prep for Service and Support Applications
Learning Objectives
After completing this unit, you’ll be able to:
- Describe the capabilities of case management.
- Given a scenario, identify how to automate case management.
Key Topics
This unit prepares you for the service and support applications section of the Salesforce platform administrator exam, which makes up 11% of the overall exam. This section of the exam tests these topics.
- Case management
- Support processes
- Assignment rules
- Case escalation rules
- Auto-response rules
- Web-to-case
- Email-to-case
- Case teams
- Knowledge
- Sites using Experience Cloud (formerly Communities)
Like the previous units, this unit contains practice scenario-based questions and flashcards.
Exam Practice Questions
Ready to jump in? The sample tool below is not scored—it’s just an easy way to quiz yourself. To use it, read the scenario, then click the answer you think is correct. Some questions may have more than one correct answer. Click Submit to learn whether the answer you chose is correct or incorrect, and why. If there’s a longer explanation, click 
to expand the window, then click anywhere in the window to close it. When you reach the end, you can review the answers or retake the questions.
Question 1 of 3
Ursa Major Solar provides various levels of customer support. The VP of support wants an automated way to notify the support team when an unresolved case has been open for over 4 hours. Which feature should be used to alert support managers when a case has been open for more than 4 hours? 4시간동안 해결되지 않은 case가 있다면 써포트팀에 공지를 하고 싶어요. 어떤 기능을 이용해서 구현할수 있을까요? C
A. Case queues
Incorrect: Case queues prioritize, distribute, and assign records to teams who share workloads. However, just placing a case in a queue does not alert a support manager that a case is in jeopardy.
B. Auto-response rules
Incorrect: Auto-response rules send automatic email responses to lead or case submissions based on the record’s attributes. For example, set up an auto-response rule to send quick replies to customers to let them know someone at your company received their inquiry or details about their issue.
C. Escalation rules
Correct: Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
D. Case assignment rules
Incorrect: Case assignment rules define conditions that determine how leads or cases are processed. However, as soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item.
Question 2 of 3
Ursa Major Solar has noticed an uptick(상승세) in support cases that could be resolved easily if the customers had access to the proper documentation. So, Ursa Major Solar wants to create a knowledge base where articles can be classified into categories. What are two benefits of using Data Categories with Salesforce Knowledge? 안내문서가 있다면 쉽게 해결될 수 있는 문의가 쇄도하고 있어요. 지식들을 카테고리별로 정리된 포스트로 정리하고 싶어요. Data Categores와 Salesorce Knowledge를 이용했을때 이득보는 두가지?B,C
A. Article owners can track views.
Incorrect. The use of Data Categories does not affect whether article owners can track article views.
B. Articles can be classified into groups.
Correct. Data Categories with Salesforce Knowledge allows articles to be classified into groups, which makes the articles easier to find.
C. Article access can be controlled.
Correct. Data Categories with Salesforce Knowledge allows controlled article access. For example, US users could be limited to knowledge articles specific to US products, while European users have access only to knowledge articles regarding products exclusive to Europe.
D. Articles can be referenced in Chatter posts.
Incorrect. Data Categories do not affect if articles can be posted to Chatter.
Question 3 of 3
Ursa Major Solar is looking to reduce support costs by allowing customers to work together to answer one another’s questions and solve problems. Which feature should a Salesforce administrator use to allow its customers to interact with each other and share best practices? A
A. Sites using Experience Cloud (formerly Communities)
Correct. Sites using Experience Cloud are a great way to share information and collaborate with people who are key to your business processes, such as customers, partners, or employees. This also includes collaboration between customers.
B. Campaigns
Incorrect. A campaign is an outbound marketing project that you plan, manage, and track within Salesforce.
C. Omni-channel
Incorrect. Omni-channel routes are any type of incoming work item to the most qualified, available support agents in your call center. It’s not a collaboration tool between customers.
D. Mass emails
Incorrect: Mass emails don’t allow customers to interact with each other to share best practices.
Exam Topic Flashcards
The following flashcards cover case management, knowledge, assignment rules, and sites using Experience Cloud. Use these interactive flashcards to brush up on some of the key topics you’ll find on this part of the exam.
Read the question or term on each card, then click on the card to reveal the correct answer. Click the right-facing arrow to move to the next card, and the left facing arrow to return to the previous card.
Flashcard 1 of 10
What configuration action should be performed to ensure every case gets assigned to a valid Owner?
>> Case assign
Define the Default Case Owner in Support Settings.
Flashcard 2 of 10
Support representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case.
>> Escalate
A case assignment rule to associate the case team
Flashcard 3 of 10
What Salesforce feature should a company implement to provide a method for its resellers to track their leads and opportunities?
>> ??
Partner Site using Experience Cloud
Flashcard 4 of 10
Ursa Major Solar wants internal support requests to be directed to any of the IT representatives. They want external support requests to be directed to customer support representatives based on the contact’s location.
>> ??
Assignment Rules and Queues
Assignment Rule이 “Internal”인 걸 확인. Queue에 넣으면 여러 IT 담당자가 Queue 멤버로 들어가 있고 그중 아무나 가져가서 처리 가능
Flashcard 5 of 10
Web-to-case
>> web site에서 case를 등록하게 해주는것
Gather customer support requests directly from your company’s website and automatically generate new cases.
Flashcard 6 of 10
Sites using Experience Cloud
>> 파트너사
Provide a way for employees, customers, and partners to connect in one place.
Companies can collaborate and communicate outside of the company with people who are key to the business.
Flashcard 7 of 10
Assignment Rules
>> 뭔가 일이 왔을때 어느팀 누구한테 일을 배정할지 정하는거?
Define conditions that determine how leads or cases are processed
Flashcard 8 of 10
Auto-response Rules
>> 고객문의에 자동답변
Send automatic email responses to lead or case submissions based on the record’s attributes
Flashcard 9 of 10
Salesforce Knowledge
>> 회사매뉴얼이나 도움말등을 문서로 작성해서 저장하는 기능
Create and manage a knowledge base with your company information
Securely share it when and where it’s needed
Flashcard 10 of 10
Case Escalation Rules
>> 해결못하는 케이스를 다른 팀에 넘기는 규칙
Escalate cases automatically when the case meets the criteria defined in the rule entry
어떤 조건을 만족하면 다음 사람에게 일이 넘어가는 규칙
Quiz+100
1. The Service and Support Applications section makes up what percentage of the the Salesforce Platform Administrator Certification exam?
A. 5%
B. 11%
C. 13%
D. 21%
2. Which key topics are covered in the Service and Support Applications section of the Salesforce Platform Administrator Certification exam?
A. Knowledge, Experience Cloud, and Chatter
B. Assignment rules, case escalation rules, and auto-response rules
C. Case management, flow builder, and support processes
D. Omni-channel, web-to-case, and email-to-case