Prep for Service and Support Applications

Learning Objectives

After completing this unit, you'll be able to:

  • Describe the capabilities of case management such as case processes, case settings, and case comments.
  • Given a scenario, identify how to automate case management using case assignment, auto-response, escalation, web-to-case, email-to-case, and case teams.
  • Describe the capabilities of Salesforce Knowledge.
  • Describe the capabilities of the Community application, including Ideas and Answers.

Key Topics

This unit prepares you for the service and support applications section of the Salesforce administrator exam, which makes up 13% 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
  • 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 on the answer you think is correct. Some questions may have more than one correct answer. Click submit, and you get a pop-up telling you whether the answer you chose is correct or incorrect, and why. 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 communities. 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 badge
Service Cloud for
Lightning Experience
Set Up  Salesforce Knowledge badge
Set Up
Salesforce Knowledge
Create a Process for  Managing Support Cases badge
Create a Process for
Managing Support Cases
Community Cloud Basics badge
Community Cloud Basics
Set Up a Community badge
Set Up a Community

Congratulations! You’ve studied up on service and support. Up next, dive into the exam section on activity management and collaboration. Let's go!

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