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Platform Administrator practice questions: Service and Support Applications

Service and Support Applications is 10% of the Salesforce Certified Platform Administrator exam. It covers Email-to-Case, assignment, escalation and Knowledge. Try these 7 free questions, then open each answer to see why every option is right or wrong.

01

Which feature automatically creates a case when a customer sends an email?

  1. Web-to-Case
  2. Email-to-Lead
  3. Web-to-Lead
  4. Email-to-Case
Show answer

Answer: D

A. Web-to-CaseWeb-to-Case creates cases from a web form.
B. Email-to-LeadEmail-to-Lead is not a Salesforce feature.
C. Web-to-LeadWeb-to-Lead creates leads from a web form.
D. Email-to-Case ✓Correct. Emails become cases.

Why: Email-to-Case turns incoming emails to a configured address into cases.

02

Horizon Health wants routing based on clinician availability and capacity, with managers able to adjust thresholds and queues without the admin team. Which fits?

  1. Flow Orchestration
  2. Escalation rules
  3. Omni-Channel
  4. Case assignment rules
Show answer

Answer: C

A. Flow OrchestrationOrchestration coordinates processes, not workload by capacity.
B. Escalation rulesEscalation rules react to time.
C. Omni-Channel ✓Correct.
D. Case assignment rulesAssignment rules route by criteria without real-time capacity.

Why: Omni-Channel routes work by presence and capacity, and supervisors can manage it day to day.

03

Apex Healthcare uses case escalation rules. Which two actions can be configured on escalation rule entries? (select 2)

Choose two.

  1. Reopen closed cases
  2. Reassign the case to a user or queue
  3. Change case priority to High
  4. Send email notifications to stakeholders
Show answer

Answer: B, D

A. Reopen closed casesReopening is not an escalation action.
B. Reassign the case to a user or queue ✓Correct.
C. Change case priority to HighChanging priority is not an escalation action.
D. Send email notifications to stakeholders ✓Correct.

Why: Escalation actions can reassign the case and send notifications.

04

Summit Insurance wants policy inquiry cases left unaddressed for over 5 business days to move to the High-Priority queue. Which feature?

  1. Escalation rules
  2. Case assignment rules
  3. Auto-response rules
  4. Validation rules
Show answer

Answer: A

A. Escalation rules ✓Correct.
B. Case assignment rulesAssignment rules act when a case is created.
C. Auto-response rulesAuto-response rules email customers.
D. Validation rulesValidation rules check data on save.

Why: Escalation rules check open cases against time criteria and reassign them.

05

Nova Care wants a supervisor notified immediately if an open ticket gets no agent response within 3 hours. Which tool?

  1. Auto-response rules
  2. Case escalation rules
  3. Case assignment rules
  4. Formula fields with email alerts
Show answer

Answer: B

A. Auto-response rulesAuto-response goes to customers.
B. Case escalation rules ✓Correct.
C. Case assignment rulesAssignment rules act at creation.
D. Formula fields with email alertsFormula fields cannot trigger alerts.

Why: Escalation rules react to time thresholds and can notify.

06

SolarTech wants cases acknowledged by email, with Template 1 for Low severity and Template 2 for Critical. How?

  1. Case assignment rules sending templates by severity.
  2. One auto-response rule with entries by severity, each assigned its template.
  3. A validation rule that triggers email alerts.
  4. Several active auto-response rules, one per severity.
Show answer

Answer: B

A. Case assignment rules sending templates by severity.Assignment rules do not email customers.
B. One auto-response rule with entries by severity, each assigned its template. ✓Correct.
C. A validation rule that triggers email alerts.Validation rules do not send emails.
D. Several active auto-response rules, one per severity.Only one auto-response rule can be active.

Why: Only one auto-response rule can be active per object, so use multiple entries within it.

07

Tickets created by agents manually are being reassigned unexpectedly on save, after the admin set a web-ticket case assignment rule. What will the admin find?

  1. The priority field is missing from the web form.
  2. An active escalation rule reassigns cases at creation.
  3. Evaluate Assignment Rules is checked by default in the layout properties.
  4. The Default Case Owner setting is Private.
Show answer

Answer: C

A. The priority field is missing from the web form.The web form does not affect manual cases.
B. An active escalation rule reassigns cases at creation.Escalation rules act on time.
C. Evaluate Assignment Rules is checked by default in the layout properties. ✓Correct per the key.
D. The Default Case Owner setting is Private.Default Case Owner is not a Private setting.

Why: If the layout property checks Evaluate Assignment Rules by default, assignment rules run on manual saves too.

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