Service Cloud Interview Questions and Answers

This blog provides 20+ commonly asked Service Cloud interview questions and answers to help you excel in your next  Salesforce interview. Each question will be followed by detailed answers so that you can showcase your knowledge effectively.

Salesforce Service Cloud is a powerful customer service and support platform that helps businesses deliver exceptional customer experiences. It provides features like Case Management, omnichannel routing, Knowledge Base, and Service Console, enabling service agents to resolve issues efficiently.

Let’s move forward with Service Cloud Interview Questions and Answers

Question 1. What is Service Cloud in Salesforce?

Answer – Salesforce Service Cloud is a customer service and support platform built on Salesforce that helps businesses manage customer interactions, cases, and service requests. With the help of Service Cloud, we can deliver quick and personalised service to the customer.

The customers can reach us via any platform whether it is a phone, email, text or experience cloud site, Those communications transform into the case. Those cases will be assigned and handled by the reps in our company.

Question 2. What are the key features of Service Cloud?

Answer – The service cloud has provided us with features like Omni-Channel, Knowledge Base, and Live Chat to enhance service efficiency. The key features of Service Cloud include:

1. Case Management
2. Knowledge Base
3. Service Console
4. Live Agent (for real-time chat)
5. Omni-Channel routing
6. Workforce Management
7. Entitlements & SLAs

Question 3. What is Case Management in Service Cloud?

Answer – Case refers to the feedback or issue. Agents use Case details to communicate with customers to track their solutions. Case Management is a feature of Service Cloud which helps agents to track, manage, and resolve customer inquiries efficiently using automation tools like assignment rules, escalation rules, and workflows.

To set case management, we have to set various features like below:

1. Fields
2. Page Layouts
3. Email Templates
4. Assignment Rules
5. Auto Response Rules
6. Setting up Case Escalation Rules
7. Capturing Cases from a different platform
8. Case Teams
9. Case Sharing Models

Question 4. What is Omni-Channel in Salesforce Service Cloud?

Answer – Omni Channel is a feature which helps to route the work between your agents in different way. It is available in both Sales and Service. It takes work coming from different mediums and is assigned to the most qualified agents based on their skills, availability or any other criteria.

Agents set their visibility on omni-channel then they receive cases to work on from different channels. Businesses can route cases based on Highest priority, Oldest items first, Availability of an agent, and Agent capacity. Supervisors can also see and manage data related to their business’s priorities. They track data like Wait times, Open cases, Who’s working on what, and  Who has the capacity for more cases.

Following are the ways by which we can route the cases between agents:

1. Skills Based Routing
2. Queue Based Routing
3. External Routing

Question 5. What are Entitlements?

Answer – Entitlement represents the service contracts or any agreements that we offer to a customer. For example: Suppose every customer has some baseline level of support but then fa ew customer has some extra level of support they are entitled to. So we can have the entitlement and attach it to that Account so that our service agents get a clear view of what level of support a customer is entitled.

Question 6. What is Web-to-Case in how do we set up Service Cloud?

Answer – Web to Case in Salesforce is a way which lets you gather the Cases from your Company Website. Now let’s check how can we set web to case in our Orgs

Enable Web to Case

Here we need to enable Web to Case and also need to complete a few fields such as Require reCAPTCHA Verification, It is recommended to check this so that the case will not be submitted without captcha verification.

 

Generate Web Form 

In the Quick Find box search for Web to Case HTML generator. it will open the below window.

 

Here provide which fields we need to include in our HTML form then provide the URL on which you want your user to redirect, here I have provided the salesforce login page for now.

For now, we have unchecked the reCAPTCHA but if we want to enable we have to first sign up for Google reCAPTCHA Website and then we have to generate our domain to get reCAPTCHA and we will get our public and private keys then we can add the fields details required for reCAPTCHA while configuring web to case HTML form.

For now, click on generate. Then our HTML code will be generated which we can use.

 

Question 7. What are the things we need to consider while configuring Web to Case?

Answer – The following are the things we need to consider while working with Web to Case :

1. We can only capture 5,000 cases in a 24-hour period. When we reach that limit, the request will be stored in the pending request queue.
2. The pending request queue also has a limit of 50,000, if that limit is reached then additional requests get rejected automatically. However, we can Contact Salesforce support to increase the daily limit and pending request limit queue.

Question 8. Suppose I have hit the limit of the pending request queue which is 50,000 then should admin receive any mail with information about the cases being rejected?

Answer – Yes, Admin would be receiving the mail with case details but only for the first five cases.

Question 9. What are Macros in Service Cloud?

Answer – Macros are a set of instructions which help you avoid doing repetitive tasks such as Selecting Email Templates,  Sending Emails, updating some fields and etc which helps to save time provide efficiency. There are a few prerequisites which need to be completed before setting up the macros in our org.

Assign Permission to create and manage Macros 

To allow users to create and manage their own macros, we have to provide them create, edit, and delete permission on the macro object.

 

Manage Macros User can’t undo 

To allow users to run irreversible macros, such as macros that send emails or update field values, go to the System Permissions section and then check the Manage Macros Users Can’t Undo

 

Add Macros to the Utility and Navigation Item

 

 

Question 10. What is Service Cloud Console?

Answer – Service Cloud Console helps your agents to get a full view of each customer’s case so that it will help the gent to resolve the cases quickly. Also, it shows the multiple records, and related records on the same page.

We can also add macros, quick text and other feature of Service Cloud in the utility so that we can easily access it.

 

Question 11. Do we have any Service Cloud mobile apps?

Answer – We had that app before 2019 but it is no longer supported. To access the feature we can use the Salesforce Mobile App or Field Service Mobile App.

Question 12. What is Swarming and how do we manage Swarming in Service Cloud?

Answer – Swarming in Service Cloud is a collaboration tool which helps agents resolve cases quickly by connecting with a team of experts. It helps agents to increase resolution time and reduce case escalation, knowledge sharing and much more. Hence for customers, it gives them the best support experience.

Collaboration can happen in Salesforce or Slack or can be both whatever the team prefers. Let’s see how can we setup swarming :

Turn on the Swarming

To begin with we have to first turn on the swarming

 

Provide Swarm access

Now we have to provide the Read, Create, Edit and Delete access for Swarm and Swarm Member objects. Below is the Permission Set I have created to provide access. We can assign the Permission Set to the users.

 

Configure Service Console

Add the Swarm and Swarm Member Object to the Navigation Item of the Service Console App.

 

Swarm with Quick Action

So we have some preconfigured flow for Swarming which we can use with some quick action. Here I have used Begin Swarming Flow. Below I am creating a quick action which will initiate the Flow. The only thing to keep in mind is User who will be executing this should have Flow User, and Service User Permission on the User level.

 

Question 13. What is Service Cloud’s Case Deflection feature?

Answer – Case deflection is a component which searches the text entered by the customer in the Contact Support Form and it returns the relevant or any discussion. If user find it helpful they can use it to resolve their issue and if they don’t get the answer they are looking for they can continue their request for support.

It prevents users from creating cases and hence reduces unnecessary load from support agents by proactively supporting customers with relevant articles.

Question 14. What is Salesforce Communities, and how does it relate to Service Cloud?

Answer – Salesforce communities are basically a community cloud which is a kind of portal where customers, partners or users can connect online to collaborate.
We can configure it to make it a Self Service Portal on which customers can come and resolve their issues independently with the help of knowledge articles FAQ’s results in reducing the load on customer service agents and improving overall customer experience.

Question 15. What are the different ways by which we can route the cases to the Agent?

Answer – In Salesforce we have 3 ways of omnichannel routing :

1. Skills-Based Routing – It is a way by which work routes to the agents who have the required skills to complete that work. To enable skills-based routing we have enabled it from the Omni Channel Settings and then we can create Skills by going to Omni Chanel and assigning users to it.
2. Queue-Based Routing – In this type, we have a queue which consists of agents having a single set of skills and work gets routed to the member of that queue.
3. External Routing – In this type of routing a third-party routing system sends work items through Omni-Channel to agents in the Salesforce Service Console. Developers use APIs to connect the routing system with Salesforce.

Question 16. What are Escalation Rules?

Answer – Escalation Rules escalate the case automatically when it matches the conditions defined in the rule. It helps to resolve cases quickly by agents. We can define rule entries in the escalation rule and can also define what action should be taken when a case escalates.

We can only have 1 active escalation rule at a time. It can contain multiple rule entries which specify the criteria to escalate the case. We can also set the order in which those rule entries will be implemented. Let’s see how can we create an escalation rule

Let’s also create a Queue to which we assign the Escalated Cases. To create Setup –> Quick Find box –> Queue –> New

 

 

To create Escalation Rule go to Service Setup –> Quick Find –> Escalation Rule –> New

 

 

Here we have defined the rule entry with sort order 1 and it will be implemented when the Case is created with Type is Mechanical and Priority is High.

 

Now we have configured the action below. So here case will be escalated after 1 hour as specified in the Age Over. It will escalate to the Queue which we created earlier and also we have provided the Email Template which will be used to notify the queue member. Additionally, we have also notified the Case Owner with the provided email template.

 

 

Question 17. What is a Milestone in the service cloud?

Answer – Milestone displays the time-dependent steps that are needed to achieve a specific Entitlement. The purpose of milestones is to ensure that cases meet service-level agreements (SLAs) by setting response/resolution time goals. It helps support agents to get a clear view of each step to complete the entitlement.

Question 18. What is the difference between Entitlement and Milestone?

Answer – The major difference between Entitlement and Milestone is Entitlements define the level of service or support a customer is eligible for based on their contract. Milestones are specific time-dependent steps within an entitlement process that track the progress of case resolution.

Question 19. What is Einstein Bot how it can help in Service Cloud?

Answer – Einstein Bot is an AI chatbot pre-integrated in our Service Cloud which helps to resolve Customer Issues by solving repeated issues or escalating the case to the agent using NLP. it reduces the handling time. With this, our service agent can focus on more complex issues which also increases their efficiency.

Below is the screenshot of where we can find the Einstein and how can we enable them.

Question 20. What is CTI Integration in Salesforce?

Answer – CTI stands for Computer Telephony Integration which is a process which integrates your computer system with a Phone System. With this, we can directly make phone calls from our computer by utilising our Salesforce Data. We can make calls, disconnect calls, place calls on hold, and route them to the correct agent directly from our Computer.

It also gives us the transcript, and call history with all recordings within our Salesforce CRM which helps Support agents to quickly get a background of the Customer’s issue, hence improved customer satisfaction.

Question 21. How to set up the Approval Process in Salesforce?

Answer – Approval Process is the automation tool in Salesforce which specifies how records can get approved with the right approver. It can have multiple steps and can have multiple actions which can be taken on each step. We can lock the record if we want during the approval process or we can give only admin power to edit the records while they are in athe pproval process. We can update the record

 

 

Here we can define the criteria or entry conditions for records to enter in the approval process. To choose the approver we have different options from manually choosing the approver to setting it while configuring the process.

 

 

Here, we can specify what should happen when we submit the record for approval, and what will be the action taken when records get approved or declined. Also, there can be multiple steps for which we can set the order.

 

 

We have different actions available that we can use like field updates, tasks, etc.

 

Also Read – How to Use the getRecord Method in Salesforce LWC

Question 22. What is the Case Assignment Rule?

Answer – It is used to automate the process of assigning cases to support agents regardless of how cases are created, whether manually or by web-to-case, email-to-case, etc. It can have multiple rule entries that specify the criteria for assigning cases to users and queues. Similarly, the Lead assignment rule also works.

 

 

Question 23. What is the Auto Response Rule and how does it work?

Answer – By using the Auto Response rule we can notify our notify our customer that their case is acknowledged and will resolved quickly. Emails sent from case auto-response rules don’t count towards the daily limit for outbound email messages. Same as another rule we can only have 1 active rule at a time and that rule can have multiple rule entries to it.

Below is the screenshot of how can we create the Auto Response Rule.

 

Here we can specify the condition and other attributes such as what will be the sender name and email address from which we are sending responses to our customers.

 

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Conclusion

Service Cloud helps businesses deliver exceptional customer service by enabling seamless case management, multi-channel support, and automation, ultimately driving higher customer satisfaction. These 20+ Service Cloud Interview Questions and Answers cover a wide range of topics, from fundamental features to advanced functionalities. Preparing thoroughly with these questions will help you confidently ace your interview.

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