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 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.
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.
Related Badges
Looking for more information? Explore these related badges.
| Badge | Content Type |
|---|---|
 Service Cloud for Lightning Experience |
Module |
 Set Up Salesforce Knowledge |
Project |
 Create a Process for Managing Support Cases |
Project |
 Experience Cloud Basics |
Module |
 Set Up a Customer Site with Experience Cloud |
Project |
Congratulations! You’ve studied up on service and support. Up next, dive into the exam section on productivity and collaboration. Let's go!