Salesforce Service Cloud Consultant flashcards

32 cards. Read the term and the definition here. The deck at the top of this page is optional.

CSAT

Customer satisfaction score: the percentage of survey responses rating the service experience positively, typically collected by a post-close survey and reported by agent, channel, and case type.

First Contact Resolution

FCR measures the share of cases resolved in a single interaction, calculated as cases closed on first contact divided by total cases closed, without reopen or follow-up contact.

Omni-Channel

Salesforce routing engine that pushes work items such as cases, chats, leads, and messaging sessions to agents based on presence, capacity, skills, and the queue's routing model.

Full Copy Sandbox

Sandbox type containing all org metadata plus a full copy of production data, refreshed every 29 days, used for user acceptance testing, performance testing, and training.

Solution Design Document

Artifact capturing personas, business processes, data model, integrations, security model, and reporting requirements; it is the blueprint that implementation and testing trace back to.

Requirements Traceability Matrix

Table mapping each business requirement to its design component, configuration owner, and test case, ensuring nothing is built or tested without a documented requirement.

Support Process

Case picklist configuration defining which Status values are available for a given record type, letting different case types follow different lifecycle stages in one org.

Entitlement Milestone

Time-based SLA target on a case, driven by an entitlement process; each milestone tracks start, completion, and violation, and can trigger email alerts, field updates, or flows.

Case Assignment Rule

Ordered rule entries that automatically assign new or edited cases to a user or queue based on field criteria; evaluation stops at the first matching entry.

Before-Save Flow

Record-triggered flow that runs before the record is committed, so field updates happen in the same save transaction without extra DML operations or recursion risk.

Knowledge Article Version

Each article is stored as KnowledgeArticleVersion records; publishing creates a new version, and only the published version is visible in channels and search results.

Data Category

Hierarchical classification controlling article visibility, channel display, and search filtering; categories are organized into data category groups and mapped to profiles and channels.

Article Lifecycle

Standard states for a knowledge article are Draft, In Review (optional approval), Published, and Archived; translations and updates are stored as additional versions of the same article.

Promoted Search Terms

Keywords added to a published article so it ranks higher in Salesforce Knowledge search results when customers or agents search those exact terms.

Messaging for In-App and Web

Asynchronous, persistent digital channel where a customer conversation continues across sessions and devices, routed through Omni-Channel and optionally enhanced with bots or Agentforce.

Email-to-Case

Converts inbound email into cases through either a customer-hosted email agent or Salesforce-hosted servers, using thread identifiers so replies stay attached to the same case.

Service Cloud Voice

Partner telephony integration with Amazon Connect, Five9, Genesys, or NICE that brings calls into the console with transcription, real-time coaching, and call records linked to cases.

Case Escalation Rule

Age- or status-based automation that reassigns or notifies when a case breaches a threshold; it evaluates on a schedule and is separate from entitlement milestones.

Case Merge

Combines up to three cases into one master record, moving related records to the surviving case and marking the others as merged and read-only.

Case Team

Predefined team roles plus members attached to a case, granting named users case access in a specific capacity such as support agent or sales engineer.

Service Console Utility Bar

Persistent footer area in the console app holding items such as Omni-Channel, History, Notes, Macros, and the CTI softphone, available on every console page.

Macro

A set of instructions such as quick actions, field updates, emails, or flows that an agent runs from the console to complete repetitive case steps in one click.

Highlights Panel

Header region on a console record page showing key case fields and actions; its fields and conditional visibility are configured per record page in Lightning App Builder.

Case Snapshot

Custom object populated by reporting snapshots with a periodic copy of case field values, enabling historical trending that standard case reports cannot provide.

Average Handle Time

Total handle time across interactions, including talk, hold, and after-call work, divided by the number of interactions, reported per agent, queue, or channel.

Dynamic Dashboard

Dashboard that runs with the viewing user's security settings, showing each user only the data they can access, provided they have permission to view the dashboard.

Einstein Trust Layer

Security layer for generative AI providing zero data retention, data masking, toxicity scoring, and audit trails between Salesforce and the large language model provider.

Agentforce Topic

Classification within an agent that groups the instructions, scope, and actions needed to handle one type of customer request, selected by the reasoning engine at runtime.

Einstein Case Classification

Predictive feature that suggests case fields such as type, priority, or reason from historically closed cases, and can set those fields automatically at creation.

Ownership Skew

Condition where one user owns a very large share of records, slowing sharing recalculation and queries; mitigate by distributing ownership across queues and roles.

External ID Field

Custom field marked as an external ID that stores a unique key from another system, enabling upsert operations and reducing duplicates during data loads and integrations.

Case Sharing

Access to cases is granted by the organization-wide default, role hierarchy, criteria-based or owner-based sharing rules, manual sharing, queues, and case team membership.