Salesforce Platform Administrator Practice Test

Salesforce Admin Service & Support Apps Practice Questions

Service & Support Apps makes up 6 of every 60 questions on a Tigertest Salesforce Admin practice test. Here are 10 of the 20 questions on it, each with the answer and the reason.

Updated 2026-11-10 by the Tigertest team. Based on the Salesforce Certified Platform Administrator exam guide. Original questions; 60 per test, weighted like the real exam, 68% to pass. Not affiliated with Salesforce.

1. 1. Customer emails to support@ should become cases automatically, and the mail server sits behind a firewall the company will not open. Which option fits?

   • A.Web-to-Lead with a form
   • B.On-Demand Email-to-Case
   • C.The Email-to-Case agent
   • D.Web-to-Case with a form

   Answer: B. On-Demand Email-to-Case uses Apex email services, so no software runs behind the firewall. The older Email-to-Case agent is installed locally.

2. 2. A form on the support website should create a case each time a customer submits it. Which feature fits?

   • A.Email-to-Case
   • B.A macro
   • C.Web-to-Lead
   • D.Web-to-Case

   Answer: D. Web-to-Case generates an HTML form that creates a case from each submission.

3. 3. New cases about billing should go to the Billing queue automatically. What should the admin configure?

   • A.A case assignment rule
   • B.A support process
   • C.A case escalation rule
   • D.A case auto-response rule

   Answer: A. Case assignment rules route new cases to users or queues based on rule entries. Only one can be active at a time.

4. 4. High-priority cases still open after four business hours should be reassigned to a supervisor. Which feature does this?

   • A.A validation rule on Status
   • B.A list view of old cases
   • C.A case escalation rule
   • D.A case assignment rule

   Answer: C. Escalation rules act on cases that stay open past a time limit, reassigning them or notifying people, using business hours.

5. 5. Customers who open a case by email should get a reply confirming the case number. What sends it?

   • A.A macro run by the agent
   • B.Omni-Channel presence status
   • C.A case auto-response rule
   • D.A case escalation rule

   Answer: C. Case auto-response rules send an email template to the customer when a case is created from email or the web.

6. 6. Several agents share a pool of cases and take the next one when free. Where do unassigned cases wait?

   • A.A queue
   • B.A role
   • C.A case team
   • D.A public group

   Answer: A. Queues hold records that queue members can take ownership of; they are a common target for assignment rules.

7. 7. Cases should be pushed to agents based on how much work each can take and whether they are online. Which feature fits?

   • A.Case teams
   • B.Case escalation rules
   • C.Web-to-Case
   • D.Omni-Channel

   Answer: D. Omni-Channel routes work items to available agents using routing configurations, agent capacity and presence status.

8. 8. In Omni-Channel, what tells the system an agent can receive work right now?

   • A.A case team role
   • B.Presence status
   • C.The agent's role
   • D.Login hours

   Answer: B. Agents set a presence status, such as Available, linked to the service channels they can take work from.

9. 9. Agents need answers to common questions they can attach to cases, reviewed before customers see them. Which feature fits?

   • A.Email templates in folders
   • B.Salesforce Knowledge
   • C.Chatter groups by topic
   • D.Case comments on old cases

   Answer: B. Knowledge stores articles with versions and a publishing process, organised with data categories and linked to cases.

10. 10. Gold customers are promised a first response within two hours. Which feature tracks that promise on each case?

    • A.Queues sorted by priority
    • B.Record types for gold cases
    • C.Case teams with set roles
    • D.Entitlements and milestones

    Answer: D. Entitlements define the support a customer gets, and milestones in an entitlement process track required steps such as first response.