Salesforce Service Cloud FAQs

What is Service Cloud in Salesforce?

Service Cloud refers to the services or the customer support module in Salesforce.com. It includes cases, solutions, knowledge articles, entitlements, and assets. It also includes features like Web-to-Case, Email-to-Case, Case Auto Assignment Rule, Escalation Rule, etc.

Mention key features of Service Cloud.

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

Explain the working of case management feature in Service Cloud.

Support agents can create, manage, and resolve cases using case management. It provides a centralized view of all cases, tracking their status and history for efficient problem resolution.

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

The Service Console is a unified interface that gives agents quick access to relevant information to respond faster and more efficiently to customer issues.

How does the knowledge base benefit support agents and customers?

A knowledge base provides articles, FAQs, and documentation that help agents and customers resolve common issues without needing direct support.

What are Entitlements?

Entitlements help reps determine if a customer is eligible for support. They are granted when a customer purchases a product or service, either free or for a premium.

What are Assets in Service Cloud?

An asset represents a specific product that a customer has purchased. It includes details like serial number, purchase date, and other related information.

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

Omni-Channel is a Salesforce feature that routes work items (like leads and cases) automatically to agents based on their availability, skillset, and priority to ensure efficient handling.

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

Live Agent enables real-time chat support for agents to interact directly with customers. It integrates with the Service Console for a seamless workflow.

How does Service Cloud support mobile users?

The Salesforce1 mobile app allows agents to access case management and the Service Console from mobile devices, enabling support from anywhere.

Explain Service Level Agreements (SLAs) in Service Cloud.

SLAs define expected response and resolution times. Service Cloud uses entitlements and milestones to track SLA performance and ensure compliance.

What are case and solution in Salesforce?

Case: A customer issue, question, or feedback tracked by agents.
Solution: A documented resolution for a common issue, reusable across similar cases.

What is Web to Case Setup?

Web-to-Case allows organizations to capture customer issues via web forms and automatically create cases in Salesforce.

Explain Case Auto Assignment Rule and Case Auto Response Rule.

Case Auto Assignment Rule: Automatically assigns cases to the right user or queue based on predefined criteria.
Case Auto Response Rule: Sends automated replies to customers based on case attributes. Only one rule can be active at a time.

What is the difference between Case Queue and User Assignment in Service Cloud?

A Case Queue holds unassigned cases for agents to claim. User Assignment directly assigns a case to a specific agent.

What is Email-to-Case and how is it different from On-Demand Email-to-Case?

Email-to-Case: Uses an agent to keep email data within your network.
On-Demand Email-to-Case: Hosted by Salesforce, easier to set up but with less control.

Can you create custom case fields in Service Cloud?

Yes, custom fields can be added to the Case object to collect specific data and support automation, reporting, and layouts.

What is a Case Milestone?

Milestones are time-based goals (e.g., first response within 1 hour) that help track SLA compliance in support processes.

How can you automate case responses in Service Cloud?

Auto-response rules, workflows, and Flows can automate email replies or task creation based on case criteria.

How does Flow help in Service Cloud automation?

Flows allow screen-based and logic-based automation to guide case handling and perform background tasks automatically.

What support channels can be integrated with Service Cloud?

Support channels include email, web, phone (CTI), chat, social media, WhatsApp, and SMS.

What is Salesforce CTI?

Computer Telephony Integration (CTI) connects phone systems with Salesforce, enabling call logging and call control directly within Salesforce.

What types of reports can be generated in Service Cloud?

Reports include case status, SLA compliance, agent productivity, resolution time, and customer satisfaction metrics.

How does Service Cloud help measure agent performance?

Dashboards and reports track KPIs such as resolution time, milestone compliance, and CSAT (Customer Satisfaction) scores.

What are best practices for case escalation in Service Cloud?

Use escalation rules, automated notifications, and tiered queues to route urgent or unresolved cases appropriately.

What is the importance of customer satisfaction (CSAT) surveys in Service Cloud?

CSAT surveys gather feedback after issue resolution to evaluate support quality and improve service operations.

How does Service Cloud ensure secure access to customer data?

Roles, profiles, permission sets, and sharing rules control access, ensuring only authorized users view sensitive customer data.

Can Service Cloud be customized for different support tiers (e.g., L1, L2)?

Yes, support tiers can have customized record types, layouts, workflows, and queues based on their function and access level.

What is a Customer Community (Experience Cloud) in the context of Service Cloud?

Customer Community is a branded self-service portal for customers to create/view cases, search knowledge articles, and participate in discussions.

What is Case Deflection and how is it achieved in Service Cloud?

Case deflection reduces case volume by offering self-service options like knowledge bases, forums, or chatbots to help users resolve issues independently.

What is a Case Team in Service Cloud?

A Case Team is a group of users who collaborate on resolving a case. Each member can be assigned specific roles, determining their level of access and responsibilities within the case. This feature facilitates teamwork and ensures that complex cases receive the appropriate attention from multiple stakeholders.