Technical Test for Salesforce Service Cloud 

Are you looking to land your next Salesforce Job or looking to interview Salesforce Professionals? 

Get clued up in Salesforce Service Cloud for your interview process with our technical tests.

Over the next four weeks, we are going to be sharing four technical tests that can be used in Interviews to test the competence and experience of Salesforce professionals. 

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The technical tests will test the persons understanding of the different technical options that may be suitable for a client. These tests are not about delivering a specific correct answer as this wouldn’t be possible in an interview without undertaking more detailed business analysis but it’s about knowing how to present and discuss different technical solutions and scenarios to help find the right one for the client. A super salesforce professional will know the different technical options to present during business analysis process to educate and inform the client about what’s possible and to narrow it down from there. 

Download our free Salesforce Technical Test Pack to get the questions and answers to help you in your interview whether you are the employer or employee! 

We will be covering the four topics of:

• Sales Cloud
• Service Cloud 
• Non-Profit Cloud
• E-Marketing 

Are you up for the technical challenge? Let’s go! 

Here are your technical test questions for Service Cloud 

• What are the different channels in which a Salesforce Case could be created?
• What are the different ways that a user could be notified about a case? 
• How can you allocate cases? 
• How do you communicate with customers?
• What are the different KPIs related to Service Cloud?

What are the different third-party apps that can be used to extend the functionalities of Service Cloud? 

• Customer Engagement – What apps can you use to engage with customers and capture their support requests. What native and third party integrations are required?
• Customer Management – How do they manage the customer support process from allocation of cases, through different stages to closure?
• Knowledge Sharing – How can they build, manage and share customer support resources between the team and with customers directly?
• Monitoring Progress – How can you track interactions and monitor performance of the support teams?
• Customer Feedback – How can you capture customer feedback and satisfaction of the support service?
• Assessing Adoption – How can you assess the health of your sales cloud solution and level of user adoption.?

Download the answers for the technical test here: 

What should YOU do next?

Within the Supermums Consultancy Skills Skills Course, we provide a full overview of the business analysis process and technical solutions for Service Cloud and Experience Cloud, and Non-Functional requirements with a presentation deck and a training session on how to deliver it alongside the technical considerations. If you are worried about what questions to ask then check out our course here.