Prep for Service and Support Applications
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.
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
- Case teams
Like the previous units, this unit contains practice scenario-based questions and flashcards.
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.
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.
Looking for more information? Explore these related badges.
Service Cloud for
Create a Process for
Managing Support Cases
Community Cloud Basics
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!