What routes cases to the right agent?
A. Workflow
B. Assignment Rules
C. Process Builder
D. Approval Process
Which console improves agent productivity?
A. Lightning App
B. Service Console
C. Dashboard
D. Reports
What is a macro used for?
A. Sending email
B. Automating repetitive tasks
C. Assigning cases
D. Creating reports
What tracks support metrics?
A. Dashboard
B. Reports
C. Flow
D. Approval Process
Which feature manages customer knowledge?
A. Knowledge Articles
B. Reports
C. Approval Process
D. Validation Rules
Practice effectively, strengthen your skills, and engage with scenario-based exercises.
Each question includes clear explanations and reference links to help you fully understand Salesforce concepts.
Practice all topic areas proportionally based on Salesforce certification objectives to focus your learning.
Take timed practice sessions designed to simulate typical Salesforce certification scenarios, improving your exam readiness.