SALESFORCE ADMIN EXAM CORE
SALESFORCE PLATFORM AND
ADMINISTRATION CONCEPTS REVIEW 2026
◉ 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?.
Answer: Case assignment rules are used to automatically assign
cases to queues or users when they are created.
◉ How are case assignment rules triggered.
Answer: Case assignment rules can be triggered when a case is
entered manually or when a case is submitted via email, website, or
community.
,◉ How many assignment rules can be active a ny given time.
Answer: one
◉ What are assignment rule entries..
Answer: Assignment rule entries are assignment rule evaluation
criteria.
◉ How do assignment rule entries work.
Answer: Each rule is evaluated one at a time. When a match is made,
the assign to clause is executed and the assignment rule is complete.
◉ What is a case auto response rule.
Answer: an auto response rule is a rule used to send an automated
response to a customer when a case is created
◉ How many auto respnse rules can be active at any given time.
Answer: one
◉ What is a case escalation rule and how is it used.
Answer: A case escalation rule is a rule that checks against
evaluation criteria and executes up to 5 actions. It is often used to
keep cases for breaking SLA and for assigning high priority cases to
specific users or teams.
, ◉ When is an escalation rule triggered.
Answer: When the specified amount of time has passed.
◉ What are valid assignment rule actions.
Answer: Assignment rules can do the following: Assign to user or
queue, notify a user, notify a case owner, or notify up to 5 selected
email addresses.
◉ How does web-to-case work.
Answer: Web to case generates HTML code that can be imcluded in a
company website to capture cases.
◉ How many cases can be submitted using web-to-case per day.
Answer: 5000
◉ What tool is available for web-to-case to ensure you do not receive
automated spam cases.
Answer: reCAPTCHA
◉ What does email-to-case do?.
Answer: Customers can send emails to support email addresses and
a case will automatically be created
SALESFORCE PLATFORM AND
ADMINISTRATION CONCEPTS REVIEW 2026
◉ 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?.
Answer: Case assignment rules are used to automatically assign
cases to queues or users when they are created.
◉ How are case assignment rules triggered.
Answer: Case assignment rules can be triggered when a case is
entered manually or when a case is submitted via email, website, or
community.
,◉ How many assignment rules can be active a ny given time.
Answer: one
◉ What are assignment rule entries..
Answer: Assignment rule entries are assignment rule evaluation
criteria.
◉ How do assignment rule entries work.
Answer: Each rule is evaluated one at a time. When a match is made,
the assign to clause is executed and the assignment rule is complete.
◉ What is a case auto response rule.
Answer: an auto response rule is a rule used to send an automated
response to a customer when a case is created
◉ How many auto respnse rules can be active at any given time.
Answer: one
◉ What is a case escalation rule and how is it used.
Answer: A case escalation rule is a rule that checks against
evaluation criteria and executes up to 5 actions. It is often used to
keep cases for breaking SLA and for assigning high priority cases to
specific users or teams.
, ◉ When is an escalation rule triggered.
Answer: When the specified amount of time has passed.
◉ What are valid assignment rule actions.
Answer: Assignment rules can do the following: Assign to user or
queue, notify a user, notify a case owner, or notify up to 5 selected
email addresses.
◉ How does web-to-case work.
Answer: Web to case generates HTML code that can be imcluded in a
company website to capture cases.
◉ How many cases can be submitted using web-to-case per day.
Answer: 5000
◉ What tool is available for web-to-case to ensure you do not receive
automated spam cases.
Answer: reCAPTCHA
◉ What does email-to-case do?.
Answer: Customers can send emails to support email addresses and
a case will automatically be created
