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Salesforce Service Cloud Interview Questions

Updated Jun 29, 2024

Salesforce Service Cloud FAQs

Q: What is Service Cloud in Salesforce?

Ans: Service Cloud is a platform that helps businesses to efficiently manage and improve their customer support services. Furthermore, it also includes features like case management, knowledge base and omni-channel routing .

Q: What are some key features of Service Cloud?

Ans: Key features of the Salesforce Service cloud include:

  • Case Management
  • Service Console
  • Knowledge Base
  • Live Agent Chat
  • Omni-Channel Routing

Q: How does the case management feature work in Service Cloud?

Ans: To address customer problems efficiently, support agents can create, manage, and resolve cases using case management. In addition, case management also provides a centralized view of all cases, tracking their status and history.

Q: What is the purpose of the service console in Service Cloud?

Ans: A service console is a unified interface that helps support agents gain one-stop access to the relevant information they need to provide faster and more efficient responses to customer issues.

Q: How does the knowledge base benefit support agents and customers?

Ans: The knowledge base provides a repository of articles, FAQs, and documentation that support agents and customers can use to find solutions to common problems, reducing the need for direct assistance.

Q: What is omni-channel routing, and why is it important?

Ans: Omni-channel routing ensures that customer inquiries from various channels (email, phone, chat, social media) are directed to the appropriate support agents based on their skills and availability, improving response times and customer satisfaction.

Q: What is the role of a Live Agent in Service Cloud?

Ans: Live Agent allows real-time chat support, enabling agents to assist customers instantly. It integrates with the service console to provide a seamless experience.

Q: How does Service Cloud support mobile users?

Ans: Service Cloud offers mobile solutions through Salesforce1, allowing agents to manage cases and access the service console from mobile devices.

Q: What are Service Level Agreements (SLAs) in Service Cloud?

Ans: SLAs define the expected response and resolution times for customer issues. Service Cloud helps track and manage SLAs to ensure compliance.


knowledge base benefit

It is also known that knowledge base is offered with articles, frequently asked questions (faqs) and documentation such that both support agents and their customers can find help for common issues without any other forms of help being offered.

Omni-channel routing ensures that customer inquiries from different channels (email, phone, chat, social media) are directed to the right support agent who has the required skills and is available thus improving response timeframes as well as customer satisfaction.

The Live Agent software for real-time chat support allows agents to interact directly with customers through chat. It is integrated with the service console for a smooth workflow

Mobile solutions in Service Cloud have been enabled by Salesforce1 hence enabling Case Management through mobile devices.

Service Cloud helps track SLAs regarding Customer Issues. It also assists in managing them to ensure compliance.