Chapter 4 of 8 · Salesforce Platform Administrator
Service and Support Applications
Cases, queues, assignment, auto-response and escalation rules, support processes.
- 1topics
- 3 minfast track
- 10%of the exam
Topics in this chapter
Take them in order, or jump to the one you need.
About this chapter
What this chapter covers
Service and Support Applications is 10% of the Salesforce Certified Platform Administrator exam. It covers case management with queues and assignment rules, and automating support with support processes, auto-response rules, escalation rules and Einstein for Service.
Questions are mostly scenarios: a company has a requirement, and you choose the declarative feature or setting that meets it. Writing code is never the expected answer on this exam.
How the topics fit together
Cases record customer issues. Rules route them to the right queue or agent, reply automatically and escalate cases that are not solved in time.
Each object has at most one active assignment rule, though a rule holds many entries. The same is true for lead assignment rules.
How to use these pages
Each topic page has the same shape, so you can skim for what you need.
- What it is: the idea in plain words.
- How it works: the mechanism, with tables and examples.
- What to remember for the exam: the facts to memorise and how questions are phrased.
- Common mistakes: the classic traps.
- Check yourself: three questions to test your understanding.
Ready for more practice?
The full Salesforce Platform Administrator question bank has 650 questions, with timed practice exams and an explanation for every answer.
This study guide is independent and is not affiliated with, endorsed by, or sponsored by Salesforce. Vendor names, certification names and exam codes are trademarks of their respective owners and are used for identification only.