SALESFORCE ADMIN EXAM COMPREHENSIVE
STUDY GUIDE 2026
◉ How are lifecycle stages defined.
Answer: Through picklist values in the status field
◉ How can cases be assigned different processes.
Answer: Support processes with different sets of case status values
can be defined and related to a case record type
◉ What feature can be used to allow users to collaborate when
resolving a case.
Answer: Case Feed
◉ What is a case feed.
Answer: A case feed is a Chatter Feed on the case record
◉ How will comments appear in a case feed.
Answer: Comments will appear in chronological order
◉ What is the difference between an article and a solution.
,Answer: An article is meant for internal use but can be sent to end
users. Solutions are meant to be internal or external and can be
presented as part of a self-service program on the web, and/or sent
to the end user. Both can be attached to a case. A solution is a
detailed description of case details and its solution.
◉ True or false: Case comments can be made private or public.
Answer: True
◉ How should you enable customers to comment on their own
cases.
Answer: Create a community
◉ What happens when a contact on a case adds a comment.
Answer: An email alert is sent to the case owner
◉ What settings are found under case support settings.
Answer: Customization defaults, notification options and email
templates used by all support automation features
◉ What function do support settings serve.
Answer: They control notification preferences to both users(case
owners) and customers(case contacts)
,◉ How can you enable "Default case owner" for cases to be assigned
to.
Answer: The default case owner setting is found in case settings
◉ How would you go about assigning cases based on product.
Answer: Create a Case Assignment Rule based on the subject matter
of the case (Computers, TV, etc) to assign to subject matter experts.
◉ How can you reduce the amount of calls received inquiring about
a particular case?.
Answer: Set up an auto-response rule with an email alert action to
email customers regarding each status change
◉ How can you ensure costomers know their case submitted
through email has been recieved.
Answer: Set up an auto-response rule to email customers when an
email is received and when it is assigned to an agent
◉ How are case escalation rules used.
Answer: Case escalation rules can be time-based. They are used to
assign a case and/or notify one or more people that an amount of
time has passed and the case is still unsigned.
, ◉ How would you handle several incoming cases related to billing
issues and customers wanting to verify work performed.
Answer: Builld a case team that can include project managers and
technicians so that they can comment directly on the case feed or
reply to the customer themselves
◉ How can you make it easier for support agents to share cases
asking about knowledge they do not have with subject matter
experts..
Answer: Create case teams organized by product line or similar so
those in the know can answer questions to support agents or
directly to customers.
◉ How would you handle long wait times when clients call in for
service if you already have a website..
Answer: Deploy web-to-case and direct clients and customers to use
it.
◉ How can you reduce the amount of effort associated with cases
submitted by email?.
Answer: deploy email-to-case. This will automate most of the
process.
◉ What are case assignment rules?.
STUDY GUIDE 2026
◉ How are lifecycle stages defined.
Answer: Through picklist values in the status field
◉ How can cases be assigned different processes.
Answer: Support processes with different sets of case status values
can be defined and related to a case record type
◉ What feature can be used to allow users to collaborate when
resolving a case.
Answer: Case Feed
◉ What is a case feed.
Answer: A case feed is a Chatter Feed on the case record
◉ How will comments appear in a case feed.
Answer: Comments will appear in chronological order
◉ What is the difference between an article and a solution.
,Answer: An article is meant for internal use but can be sent to end
users. Solutions are meant to be internal or external and can be
presented as part of a self-service program on the web, and/or sent
to the end user. Both can be attached to a case. A solution is a
detailed description of case details and its solution.
◉ True or false: Case comments can be made private or public.
Answer: True
◉ How should you enable customers to comment on their own
cases.
Answer: Create a community
◉ What happens when a contact on a case adds a comment.
Answer: An email alert is sent to the case owner
◉ What settings are found under case support settings.
Answer: Customization defaults, notification options and email
templates used by all support automation features
◉ What function do support settings serve.
Answer: They control notification preferences to both users(case
owners) and customers(case contacts)
,◉ How can you enable "Default case owner" for cases to be assigned
to.
Answer: The default case owner setting is found in case settings
◉ How would you go about assigning cases based on product.
Answer: Create a Case Assignment Rule based on the subject matter
of the case (Computers, TV, etc) to assign to subject matter experts.
◉ How can you reduce the amount of calls received inquiring about
a particular case?.
Answer: Set up an auto-response rule with an email alert action to
email customers regarding each status change
◉ How can you ensure costomers know their case submitted
through email has been recieved.
Answer: Set up an auto-response rule to email customers when an
email is received and when it is assigned to an agent
◉ How are case escalation rules used.
Answer: Case escalation rules can be time-based. They are used to
assign a case and/or notify one or more people that an amount of
time has passed and the case is still unsigned.
, ◉ How would you handle several incoming cases related to billing
issues and customers wanting to verify work performed.
Answer: Builld a case team that can include project managers and
technicians so that they can comment directly on the case feed or
reply to the customer themselves
◉ How can you make it easier for support agents to share cases
asking about knowledge they do not have with subject matter
experts..
Answer: Create case teams organized by product line or similar so
those in the know can answer questions to support agents or
directly to customers.
◉ How would you handle long wait times when clients call in for
service if you already have a website..
Answer: Deploy web-to-case and direct clients and customers to use
it.
◉ How can you reduce the amount of effort associated with cases
submitted by email?.
Answer: deploy email-to-case. This will automate most of the
process.
◉ What are case assignment rules?.
