Service Cloud

ObjectiveResourcesKey Facts
Describe cases.Cases Overview
[Could / Short /]
Cases generally represent a customer problem, question, or related feedback.
Describe common use cases for case hierarchies.How do I create a parent / child relationship for Cases?
[Could / Short /]

Auto Close Child Cases
[Could / Package /]
Case hierarchies can be constructed using the parent case standard field. This can be useful in scenarios where one case is the direct result of another.

For instance, let's say you use cases to manage facility maintenance. Someone calls to report that one of the buildings has lost power. This power outage is created as a case. Then, someone calls to report that the lights in their room do not work. With some probing you discover they are in the building without power; this gets logged as a child case.

Child cases are not automatically closed when parents cases are. Check out package Auto Close Child Cases if you would like this functionality.

To view the remainder of this content, you must purchase the Certified Administrator Study Guide.  Please Login or purchase the study guide.

116 Responses to “Service Cloud”

  1. anrobe November 30, 2017 at 4:11 pm #

    In Describe the basic capabilities of assets and work orders.

    How Work Orders Fit Into Your Support Process
    [Should / Medium /]

    The link for this one isn’t working!

  2. hemantsibal November 4, 2017 at 10:41 am #

    How Work Orders Fit Into Your Support Process – link broken.

  3. October 10, 2017 at 1:36 pm #

    Hello John,
    The link “How Work Orders Fit Into Your Support Process” doesn’t work

  4. mengqinas June 11, 2017 at 11:42 am #

    Regarding Email-to-Case, when a case is assigned to a Queue based on case assignment rule, the record type of the case is Master or a predefined record type especially for Email-to-Case? When a case is assigned to a User, the User default case record type(either by personal setting or Profile setting) is the case default record type or a predefined record type especially for Email-to-Case ?

    Regarding page layout, under your Email-to-Case demo, the page layout includes lots of information email related, is there a specific page layout for a case from Email?
    For example, a user can create a case manually, also the user can have a case from email, if the default record type is the same, the profile is the same, the page layout will be the same. This will mess up the two kind of case. How Salesforce handle this situation?

    Is this similar to Web-to-Lead regarding record type and page layout?

    • JohnCoppedge June 12, 2017 at 12:57 pm #

      You could use a workflow rule or process builder to change the record type if you want to tailor the experience based on the fields being populated. This would create a bit of extra overhead for configuration changes in the future though.

  5. v_hoehne April 27, 2017 at 10:55 pm #

    I just took the SP 17 201. There were three service cloud questions. They took off all the community questions.

    • Lovina28 April 29, 2017 at 10:22 pm #

      How were the exam question? I am planning to give next week

    • Cbridges May 9, 2017 at 3:47 am #

      I just took the Service Cloud Exam and didn’t pass. Seems like all new questions. All practice exams online seem outdated. Anyone know of updated practice exams?

      • malcolm ov June 4, 2017 at 11:37 pm #

        similar comments to yours, most things online seems to be outdated, have you tried again?
        this was my second shot and still no joy

        • JohnCoppedge June 5, 2017 at 12:32 pm #

          Hey folks – this section is dedicated to the admin exam, service cloud functionality within the admin exam (not the service cloud exam). You will not always get community related questions in the exam. I will revisit the official study guide to make sure that the content aligns correctly. Some awareness of communities should be expected.

        • rupsa90 October 29, 2017 at 10:27 pm #

          Hi, have you had a better luck with the service cloud exam ? If yes, Can you help me too ? Thanks!

  6. adubdeuce April 7, 2017 at 9:01 pm #

    Getting to Know Case Feed link doesn’t work

  7. entre_man March 19, 2017 at 9:06 pm #

    email entre_man @ for service cloud practise questions

  8. February 20, 2017 at 12:07 am #

    Where is the Console Tab? I am unable find it as suggested in . I am using the developer version!

    • JohnCoppedge March 13, 2017 at 8:41 pm #

      You’ll need to create a console app (first option when creating a new application)

  9. January 21, 2017 at 10:50 am #

    Getting Started with Communities – link doesn’t work.

  10. trpbt December 10, 2016 at 8:07 am #

    does an assignee gets an email notification when case is assigned?

  11. SACHIN1234@GMAIL.COM October 20, 2016 at 11:25 pm #

    What Are Work Orders? link is coming back with no document found. Please correct and replace with the working link.

  12. nk005347 October 14, 2016 at 11:31 am #

    I don’t seem to find console layouts in my development org. is that related to liscenincing

    • JohnCoppedge October 17, 2016 at 2:12 pm #

      It should be in your developer org- can you create a console apps (setup –> create –> apps –> new, then select console)?

  13. nk005347 October 13, 2016 at 12:08 pm #

    Is it correct understanding that Macros are available only for consoles. Also I could see very limited number of actions available. I can see only Community Actions.

  14. mcpacific August 23, 2016 at 9:58 pm #

    I don’t see Setup –> Monitoring –> Case Escalation in Summer ’16. Did they move it?

    • JohnCoppedge August 24, 2016 at 8:30 am #

      That’s where it is for me- if you’re logged into a different org it might have enhanced setup turned on.

      Either way just search for “Case Escalation” in setup search and you should find it!

  15. dzemo.sukurica August 4, 2016 at 1:51 pm #

    Hi in
    Entitlement Management Setup
    [Must / 3m /]

    The video has been taking down by the user on youtube.
    is there another video or link to Entitlement Management Setup ?

  16. Yazz July 18, 2016 at 1:04 pm #

    Link not working for me:

    Use a Salesforce Console
    [Could / Short /]

    Just a heads-up

  17. bilabongster July 9, 2016 at 5:49 am #

    Is it just me who cannot see any link to Salesforce Knowledge/ Articles in the dev org?

  18. Josh Rosenberg June 14, 2016 at 3:50 pm #

    Typo: Describe the the various support settings that an administrator controls.

    The word “the” is listed twice

  19. February 13, 2016 at 6:12 pm #

    hi john,
    Can you please list out what are the license type use for
    Communities,customer portal and partner portal.?
    Thank you.

  20. November 30, 2015 at 3:18 pm #

    Hi John,
    I have implemented web-to-case + entitlements / service contracts and an entitlement process.
    How can I automatically create and assign an entitlement to a case? I now have to do it manually and only then does it trigger the entitlement process with the relevant processes. In my use case it concerns a case that needs to be picked up after 60 minutes when it is in the queue. I can assign an escalation rule but I would rather work with an entitlement process as you can add other milestones in the process to resolve the case according to SLA settings.

    • JohnCoppedge December 1, 2015 at 1:35 am #

      You want to create the entitlement when the case is created? What’s the use case?

      • December 1, 2015 at 8:26 am #

        Yes indeed, my use case is for a newspaper agency and when new subscriptions come in via WTC then I would like an entitlement to be automatically added to the case for it to trigger the entitlement process. It is always the same entitlement = web support and same process for all customers to pick-up the new subscriptions and process them within the SLA = first newspaper delivery within 24 hrs

        • JohnCoppedge December 2, 2015 at 12:39 am #

          Process Builder and/or Flow could definitely take up the WTC submission and create these records if the default behavior can’t. It sounds like entitlement may be redundant – e.g. all customers could reference the same entitlement. I would revisit that piece to make sure the entitlement really needs to be created in this way. It’s been a while since I’ve worked on Service Cloud, sorry I can’t give you more specific advice.

          • December 3, 2015 at 12:12 pm #

            Ok will do, thanks

  21. Nemz November 17, 2015 at 6:57 pm #

    Hands-On: Power Your Support Team with Salesforce Knowledge
    [Could / 57m /]

    Link does not exist anymore

  22. November 17, 2015 at 4:48 pm #

    Hi, following video has been removed :
    Hands-On: Power Your Support Team with Salesforce Knowledge

    Any other alteratives?

  23. November 9, 2015 at 10:04 am #

    Idem for the Getting Started with Contracts : link is not working, did not find any alternative docs on help

    • JohnCoppedge November 9, 2015 at 1:13 pm #

      Removed this link, didn’t find any alternatives either. Not a huge concern, shouldn’t be covered in any sort of depth on the admin exam.

  24. November 9, 2015 at 9:46 am #

    The doc title is actually ‘Live Chat for Administrators’ (Salesforce Winter 16)

  25. November 9, 2015 at 9:45 am #

    Hi John,
    The link to Live Agent Implementation Guide is not working. I checked the Help and I think it has been replaced with the following document Live Agent Administrator:

  26. October 27, 2015 at 5:36 pm #

    A error is returned on this link- Getting Started with Contracts, [Could / Medium /]

  27. Margo Schwartz-Newton October 25, 2015 at 8:55 pm #

    Hi, John,

    It appears that the Getting Started with Contracts link – – is no longer available.

    Thanks for all the great info on this site! I’m taking the exam in early December and have heavily relied on

  28. abojic October 14, 2015 at 10:20 pm #

    entitlement management setup video is no longer available. Is there an alternative?

  29. johnnychuk August 3, 2015 at 5:27 am #

    Is on-demand email-to-case attachment limit now 25MB instead of 10MB?

  30. Maruthi Rohit Ayyagari May 4, 2015 at 10:29 pm #

    Grammar Error in key facts for “Describe the common use cases for case hierarchies” : With some probing you discovery…

  31. Rena Bennett-Dellwo April 29, 2015 at 5:24 pm #

    Is it safe to say that Entitlements and Milestones would be good (great?) substitutes for using Workflow rules to remind support reps to do follow-ups (etc.) with respect to maintaining Cases? Any down sides?

    • JohnCoppedge April 29, 2015 at 8:25 pm #

      Entitlements and milestones are much “heavier” and require a service cloud license – they are designed to track if a customer commitment has been met (e.g. 1st response within 12 hours), rather than simply serve as a reminder. There is more complexity in set up and from a user perspective, while a workflow reminder is fairly straightforward (but does not give tracking capabilities to see if the rep did meet the defined customer need).

      • Rena Bennett-Dellwo April 29, 2015 at 8:46 pm #

        Thanks for the clarification on all points.

  32. Rena Bennett-Dellwo March 25, 2015 at 10:08 pm #

    What determines which custom objects are available for queues? We have many custom objects, but most of them are not in the list of “Available Objects”.

      • Rena Bennett-Dellwo March 26, 2015 at 3:38 pm #

        Thanks, John. I saw that, but then I looked at my custom objects and didn’t see the Owner field. It just took a bit more caffeine for me to realize why: the object I was looking at is in a master-detail relationship with another object and – therefore – inherits the owner from the master object.
        An aside: Is it possible to create a custom field that will allow the use of a Queue without code (or even with code)? It didn’t look like it, but I thought I’d confirm.
        Thanks for the amazing service you’re providing to the community!

        • JohnCoppedge March 26, 2015 at 4:30 pm #

          Ah that makes sense- no I don’t believe a custom lookup field can reference a queue. It is probably possible with Visualforce but I’m not sure. Worst case you’d need to replicate the queues into a custom object and reference that object instead (not pretty).

          • Rena Bennett-Dellwo March 26, 2015 at 4:39 pm #

            Yeah, we’ll go with “not pretty”. 🙂

  33. Kevin Brown March 11, 2015 at 7:10 pm #

    Attachment max for On-Demand Email-to-Case stated above appears to be inaccurate.

    It currently states:

    On-Demand Email-to-Case: Entails creating an internal forwarding address that simply sends the email to Salesforce for processing. File size limited to 25MB for attachments.

    The following SF docs indicate it is 10 MB:

    Title: Is there a size limit for attachments using Email-to-Case?

    Title: Salesforce Limits Quick Reference Guide

  34. James Thurchak December 15, 2014 at 4:01 pm #

    In “Setting Up Auto-Response Rules” Key Facts paragraph, shouldn’t web-to-email be email-to-case?

  35. Steven Meller December 6, 2014 at 8:47 pm #

    This sentence needs the word “in” : With some probing you discovery they are the building without power;

  36. Alex Messinger November 12, 2014 at 2:03 am #

    I don’t see a button/checkbox for case feeds when I navigate to this location in my developer org:
    Navigate to Setup –> Customize –> Cases –> Support Settings. Edit.
    Check/Uncheck “Case Feed Enabled” as appropriate. Save.

    • JohnCoppedge November 14, 2014 at 5:47 am #

      Looks like it is now “Enable Case Feed Actions and Feed Items” – updated. Thanks

  37. David Dudek November 6, 2014 at 2:07 pm #

    grammar note: I think you mean to delete “are”

    Cases are generally represent a customer problem, question, or related feedback.

  38. Jim Mitchell September 6, 2014 at 3:27 pm #

    The link to ” Is’s Knowledge power, or will Solutions do the job?” returns a 404 error. The correct link is:

  39. Jake Schmitz July 31, 2014 at 3:30 am #

    My bad… it’s 25MB like @kavitha udayakumar said…

  40. Jake Schmitz July 31, 2014 at 3:26 am #

    Not sure if relevant at all, but I think email limit is now 24MB for both Email-to-Case and On-Demand Email-to-Case Overview… taking the Admin exam tomorrow. Wish me luck!

  41. kavitha udayakumar July 7, 2014 at 3:23 pm #

    On demand email to case attachment size increase up to 25 Mb.pls update.It is very nice site.I would appreciate pls include Spring and Summer 14. Pls include case management implementation plan also for reference.

  42. Michael Harvanek May 27, 2014 at 5:37 pm #

    In Describe the basic capabilities of the Salesforce Console it says:

    Click “Play now” under “Sales Cloud” and watch the section “Salesforce Console for Sales”.

    Should that be:

    Click “Play now” under “Service Cloud” and watch the section “Salesforce Console for Service Enhancements”.

  43. Paul Mikota May 2, 2014 at 12:06 am #

    Cases have two page layout types:

    1. Case Page Layouts (used except when closing cases)
    2. Case Closed Page Layouts (used when closing cases)

    three as of Winter 14.

    3. Case Feed Layout

    • JohnCoppedge May 16, 2014 at 7:01 pm #

      Updated, thanks – Case Feed has always been addressed. Just added some language to clarify.

  44. Aby Ouseph March 8, 2014 at 8:23 pm #

    Is there an option to send auto response email in multiple languages based on region / country from a web-to-lead request.
    How can I use custom labels or translation workbench for this scenario?


    • JohnCoppedge March 16, 2014 at 9:39 pm #

      I have not tested using the translation workbench in conjunction with web-to-lead personally. However, in those type of scenarios it is not uncommon to simply insert a hidden field within the web form (that is not displayed to the user) that indicates the language (or a variety of other variables). This hidden variable is then used to select the correct response template using the auto-response rules.

  45. Carol Matsumura February 10, 2014 at 2:54 am # Video from DF13 about Service Cloud

  46. Sales Jobla January 27, 2014 at 6:18 am #

    Is this course is enough to pass the service cloud certification exam? Please let me know Adam

    • JohnCoppedge January 27, 2014 at 3:04 pm #

      This course is designed for ADM201 not Service Cloud – you will need to work through additional materials for the Service Cloud exam. Cheers,


  47. Kaira Bergstra January 16, 2014 at 8:21 pm #

    Could you clarify “However, case settings will only trigger an email response to manually created cases.”?


    • JohnCoppedge January 16, 2014 at 11:28 pm #

      The “Case Creation Template” case setting will only impact manually created case:

      The template used to notify contacts that their case was created manually by a support agent. The notification is optional; it’s triggered by a checkbox on the case edit page. This template must be Available for Use.

      If you want users to be notified when cases are submitted via other means (web-to-lead, email-to-case, etc.), then you need to set up an autoreponse rule (rather than simply changing this template setting).

      Does that help? Cheers,


      • Kaira Bergstra January 19, 2014 at 5:44 pm #

        Got it, thank you!

  48. Taurean Sutton January 1, 2014 at 10:32 pm #

    Is’s Knowledge Power, or will Solutions do the Job? Appears there is an internal error on this page (Error: establishing a database connection) most likely will be resolved on its own but just wanted to make you aware of it.

  49. Frank van Meegen December 19, 2013 at 10:44 am #

    Very good, thank you!

  50. Frank van Meegen December 18, 2013 at 9:57 am #

    In Salesforce organizations created after the Winter ’14 release:
    Chatter and feed tracking on cases are automatically enabled.
    Case Feed is automatically enabled and assigned to all standard profiles.

    To succesflly complete this training course (until it’s updated) I suggest to disable case feeds:

    1 From Setup, click Customize | Cases | Support Settings.
    2 Click Edit.
    3 Deselect Case Feed Enabled .
    4 Click Save.

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