Service Cloud: Quiz

These questions are designed to be similar to ones that will be asked on certification exams.  Aim to get most of these questions correct on the first attempt.

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22 Responses to “Service Cloud: Quiz”

  1. crystalqzhu July 25, 2016 at 2:59 am #

    Hi John, Hope you are well! I bought your Certified Administrator Study Guide in Jan this year (2016). However I was trying to look at Service Cloud quiz and got this message, To view the remainder of this content, you must purchase the Certified Administrator Study Guide. Could you let me know how to resolve the issue? Cheers, -Crystal

  2. shoffman87 August 21, 2015 at 10:52 pm #

    Hi John, I’m confused on question 4. Since both tiers work the same hours, why is it necessary to set up working hours?

    • JohnCoppedge August 24, 2015 at 5:26 pm #

      You would still need to configure the working hours for both teams- otherwise escalation rules would default to 24×7 working hours.

  3. Agyasi Ampah April 13, 2015 at 1:18 am #

    Hi John,

    there is no info on web to case or email to case in this section.
    no case queues etc.
    does what you have given us cover the service cloud

  4. Arthur Boucher October 22, 2014 at 8:50 pm #

    I noticed on some questions you put how many answers should be chosen, while on other you say “Select All that apply” is that to make the test harder? I believe on the certification exam they always tell you how many answers you should chose., correct?

    • JohnCoppedge October 23, 2014 at 1:09 am #

      That’s been my experience but may not always be the case. The questions at the end of each section are more used to test knowledge; the practice exam at the end should be closer to the real deal.

  5. Mark Gatdula May 28, 2014 at 3:35 pm #

    I wasn’t able to view the quiz 🙁

    • JohnCoppedge June 10, 2014 at 9:55 pm #

      You probably need to be logged in – or need to upgrade to a paid account. If you have a paid account and cannot access the quiz please use the support form. Thanks!

  6. Kaira Bergstra February 22, 2014 at 9:24 pm #


    For #2, can you please elaborate how a Support Agent can contribute to the productivity?
    If my guess is right, the agent will probably want to reference a relevant Article form Knowledge Base and attach it directly to the case being solved.


    • JohnCoppedge March 8, 2014 at 7:27 pm #

      Correct – that’s the idea. Kaira, please do not share your login credentials.

      • wallstats August 8, 2017 at 5:39 pm #

        Ooooooh busted!

        -Not Wallstats

  7. Samir Patel January 23, 2014 at 10:53 pm #

    Hello John, great site. Question 1… wouldn’t Case Escalation Rules and Case Teams also help streamline customer support issues? In other words, wouldn’t a customer issue be moved through the process to resolution more quickly if Case Escalation Rules and Case Teams were in effect?

    • JohnCoppedge January 26, 2014 at 5:09 pm #

      Thanks Samir – the keyword in the question is “capturing” – which features will streamline the process of capturing new issue? To your point – those features would definitely help resolve issues.

      • Palas Mullick February 23, 2014 at 10:33 pm #

        Perfect explanation !!!

      • CarlosSiqueira June 14, 2016 at 10:53 pm #

        I thought the same as Samir and your explanation of “capturing” really makes sense, very tricky. Thanks

      • terryharris July 5, 2016 at 8:00 pm #

        That’s how I got it wrong too. Then I saw it said “capturing” and realized my error. This is good prep for an exam!

        • Kendolfo July 27, 2016 at 3:28 am #

          I have to agree with the people in this thread. I am finding the comments and explanations as (sometimes more) helpful than the original examples. I think this is a key differentiator or this site. Thanks !

          • JohnCoppedge August 18, 2016 at 5:55 pm #

            That’s really interesting feedback, thanks for sharing!

  8. Karen October 28, 2013 at 11:33 pm #

    Question 2 is confusing. It states the org provides customer service primarily by phone, which I took to mean they get calls. I wanted to choose email to case and web to case, but their
    customers call them, so how would email to case and web to case cover that? The question seems to assume take a change in the company’s overall process, and changing the company policy is beyond a salesforce admin’s role.

    • JohnCoppedge November 14, 2013 at 3:56 am #

      I agree, I’ve updated the wording for this question. Thanks for pointing this out.

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