SaasGuru Logo

Top Salesforce Service Cloud Interview Questions by saasguru

Table of Contents

Top Salesforce Service Cloud Interview Questions by saasguru

Service Cloud is one of the core aspects of Salesforce. Salesforce Service Cloud has helped develop businesses by increasing their interaction with customers. Companies, big or small, need to work on customer relationship management, and Salesforce Service Cloud provides the apt platform for the same. A Service Cloud Consultant’s role is to track the tickets, their resolutions, and other related customer concerns through Salesforce CRM. 

The first step to becoming a Service Cloud Consultant is attaining the Salesforce Admin certification and working experience. You can achieve a better career and increased earning potential with your Service Cloud certification. The average salary of a Salesforce Service Consultant is about 11 Lakh per annum for freshers. With improved experience, you can earn up to 24 lakhs. 

How to Prepare for a Salesforce Service Cloud Interview? 

Due to the increased demand for Salesforce professionals, you might find several job opportunities. But every interview is essential, and you get only one chance to impress the recruiter. 

Become a Salesforce Certified Professional

Use Coupon Code BLOG20 to avail flat 20% discount on saasguru Programs.

  1. Review the job description. Know the roles of the job post. 
  2. Make a note of your achievements that relate to the job vacancy. 
  3. Research and understand the company and its culture. 
  4. Be prepared with your introduction. 
  5. Know the answers to common questions like – Why Salesforce? How did you get started at Salesforce? Etc. 
  6. Be prepared with basic Salesforce Service Cloud interview questions. 

Top Salesforce Service Cloud Interview Questions

Preparing for the interview is as important as preparing for the Salesforce Service Cloud exam. A certificate without landing a job would be of no use. We have analyzed the commonly asked Service Cloud interview questions and curated a list.

1. What is Service Cloud?

Service Cloud is the UI that manages the customer service and support system in the Salesforce system. It can be integrated with several platforms like email, phone, social media, Chat, etc. 

2. Name a few extensive features of Service Cloud. 

Chat Service: Live assistant service for online customers. 

Customer Service: Single interface for customer service without leaving the website. 

Knowledge Base: Quickly accessible knowledge base for agents to answer quickly. 

Service Console: Enables expert management of service tasks. 

3. What is the role of a Salesforce Service Cloud Consultant?

The Service Cloud consultant works to ensure efficient customer support management using Salesforce solutions. He also designs custom solutions deploying Salesforce Service Cloud for the business. 

4. What are Salesforce Cases? 

Cases form the backbone of the Service Cloud. They are records that maintain the log of customer concerns, its complete overview, and everything related to the customers. The Service Cloud consultant customizes the cases to the business needs to ensure that the customers receive the necessary support service. 

5. What are the advantages of Service Cloud? 

  • Better customer support system
  • All customer-related information can be stored in a single application. 
  • Support can be provided through varied channels. 
  • Increases sales opportunities. 

6. Name the different Clouds in Salesforce. 

  1. Sales Cloud 
  2. Marketing Cloud 
  3. Commerce Cloud 
  4. Service Cloud 
  5. Experience Cloud 
  6. Analytics Cloud  

Other Clouds:

  • Non-profit cloud
  • Finance Service Cloud
  • Health Cloud
  • Education Cloud
  • Manufacturing Cloud
  • Vaccine cloud

7. What are the features of the Salesforce Service Console?

Agents use the service console to get all the information related to a customer case on a single page. The console app makes it easier to resolve the cases by opening multiple cases and the related records on a single screen.  The split screen allows the agent to manage numerous cases at a time.

8.What is Entitlement Management?

Entitlement Management is a feature that ensures the best customer support management process. It is like a process schedule with steps the support team must follow to resolve cases. The features are

Get your Salesforce Certifications on the first go

Use Coupon Code BLOG20 to avail flat 20% discount on saasguru Programs.

  • Entitlement processes define the process of the resolution of cases or work orders. 
  • The service agent can determine if the customer is entitled to receive support. 
  • There are different service contracts like warranties or other kinds of agreements. These can be restricted based on the product. 
  • Experience users can view and create support records from the entitlements. 
  • Entitlement management reports help the user check the service contracts’ status and the overall working of entitlements in the Salesforce org. 

9. What are the two versions of Email-to-Case? 

Email-to-case converts a customer’s email directly into a case. Case information is also directly taken from the email, reducing the manual input effort. The feature is used to handle support email addresses. There are two ways to implement this. 

  • Email-to-Case: An agent has to be installed on the network firewall of Salesforce org. It accepts emails of more than 25 MB and attachments above 10 MB. It also keeps the email traffic within the firewall. 
  • On-Demand Email-to-case: It is a simplified version of email-to-case and does not require an agent. But emails above 25MB or attachments above 10MB are not handled. 

10. What is the Support Process?

The support process is a Salesforce feature that aids in organizing case creation and its pathway. The status operations on cases are performed using the support process. Values can be added or removed.

11. What is the role of Case Escalation Rules in Salesforce?

Case escalation rules are applied to step up the cases that meet the regulations set in the rule entry section. The rule entries hold the criteria based on which the issue is escalated and the action that must be taken to push the case forward. This is usually done in cases where no action has been taken within a specific time. A good example is an escalation rule which defines the case to be assigned to a Tier 2 team if the case is not being closed by the Tier 1 team within a specific time frame. 

End Note

The above 10 frequently asked Service Cloud interview questions are an insight into the kind of questions to be expected in the Service Cloud interview questions. Consider yourself lucky if you read this article while preparing for the Salesforce Service Cloud certification exam. 

One glance at the interview questions, and you can understand that these questions are the basics of the syllabus. So, the Salesforce training course for the exam prepares you for the certifications and the interview. Make short notes while learning so you can refer to them the day before the exam. Get intense training from saasguru by signing up with us or downloading our Salesforce Learning App/ ios App to experience seamless learning. 

Looking for Career Upgrade?

Book a free counselling session with our Course Advisor.

By providing your contact details, you agree to our Terms of use & Privacy Policy

Related Articles

saasguru is Scaling Up with New Seed Funds of 4 Million AUD

saasguru has successfully raised a whopping amount of AUD 4 million in the second seed funding round led by Square Peg Capital on November 29, 2022. Read more.

How To Transition Into a Cloud Career Without Experience?

Explore ways to get a job in cloud computing without prior experience and how to use your certification to get a job in the cloud. Read now!

AWS Certification Types and Their Costs in India 2023

AWS certifications are divided into 4 tiers – the first being entry-level & the 4th being the most advanced. Explore AWS certifications & their costs in India here.

Scroll to Top