Service Cloud Consultant cheat sheet
Case management, knowledge, omnichannel & service automation
Must-know terms
- AccountCore CRM
An Account is the company, household, or person you do business with. In a Business-to-Business org it represents a buying organization, the one signing the contract and getting invoiced. In a Busines…
- Account Contact RelationshipCore CRM
An Account Contact Relationship, often shortened to ACR, is a junction record that links a single Contact to additional Accounts beyond the one stored in the Contact's primary AccountId field. In a Bu…
- Account TeamCore CRM
An Account Team is a defined group of Users who collaborate on a single Account in Salesforce. Each team member has a role (Account Manager, Executive Sponsor, Channel Sales Manager, Lifecycle Manager…
- Account Team MemberCore CRM
An Account Team Member is a row on the AccountTeamMember object that grants a Salesforce user access to a specific Account in a named role, separate from ownership. The Account itself has one owner, b…
- Action Link TemplatesCore CRM
An Action Link Template is a reusable definition of an Action Link, which is a clickable button or link rendered on a Chatter feed item that triggers a pre-configured action. Action Links themselves c…
- ActivityCore CRM
An Activity in Salesforce is a Task or an Event tracked against another record. Tasks are to-dos with a due date (a callback, a follow-up email, a contract review). Events are calendar items with a st…
- Activity HistoryCore CRM
Activity History is the read-only Salesforce related list of closed activities on a record. It holds past Events plus Tasks sitting at a closed status, which covers logged calls and sent emails. It is…
- After Conversation WorkService
After Conversation Work (ACW) is a timed wrap-up window in Salesforce Omni-Channel. It holds a service rep's capacity for a set number of seconds once a voice call or messaging session ends. Nothing n…
- AgentService
In Salesforce, an Agent is the licensed user who works incoming customer interactions in Service Cloud: cases, chats, voice calls, messaging conversations, and email-to-case threads. Agents sit inside…
- Agent ConsoleService
The Agent Console is the multi-pane Salesforce Classic UI designed for service representatives to work cases efficiently. It splits the screen into a list view (top left), a detail view (top right), a…
- Amazon ConnectService
Amazon Connect is AWS's cloud contact-center-as-a-service product, and it is the underlying telephony platform that Salesforce Service Cloud Voice was originally built on. When a customer dials a Serv…
- AnswersService
Answers was a legacy Salesforce feature that let community members post questions and receive replies, with the most useful answer escalating into Knowledge as an article. It shipped under the Communi…
- Apple Messages for BusinessService
Apple Messages for Business is Apple's branded business-messaging channel that lives inside the Messages app on iPhone, iPad, Mac, and Apple Watch. Customers start a conversation by tapping a Messages…
- Archived ArticleService
An Archived Article is a Salesforce Knowledge article whose published version has been retired from active use but kept in the org. Archiving sets the PublishStatus field on the KnowledgeArticleVersio…
- ArticleService
An Article in Salesforce is a Knowledge Article, the platform's unit of structured help content. Each article carries a Title, a URL Name, a rich-text Body, data category assignments, channel assignme…
- Article ManagerService
Article Manager is the Salesforce surface that Knowledge authors and managers use to find, create, edit, publish, archive, restore, and delete Knowledge articles across their full lifecycle. In Lightn…
- Article PublicationService
Article Publication is the Salesforce Knowledge lifecycle event that moves an article version from Draft into Online status, making it visible to the channels assigned to that article. Publishing sets…
- Article ReviewService
An Article Review is the controlled step where a Salesforce Knowledge article moves from a finished draft into reviewer evaluation before it goes live. A subject matter expert, editor, or compliance o…
- Article TypeService
An Article Type is a retired Salesforce Knowledge construct that defined one kind of article, such as an FAQ, a How-To, or a Procedure. Each one was a separate custom object with a __kav suffix, carry…
- Article-Type LayoutService
An Article-Type Layout is a retired Salesforce Classic Knowledge component: the page layout attached to one article type, such as FAQ or How-To. It set which fields an author saw, their order, and the…
- Article-Type TemplateService
An Article-Type Template was the Classic Knowledge setting that decided how a published article's sections rendered to readers in each channel. You picked one per channel on the Article Type: Tab, Tab…
- AssetCore CRM
An Asset in Salesforce represents a specific instance of a product that a customer owns. Where Product describes the catalog item your company sells, Asset describes the actual unit installed at a spe…
- Asset HierarchyCore CRM
An Asset Hierarchy is a Salesforce structure that links Asset records into parent and child relationships, so a compound product and its components can be tracked as a single unit. You build it on the…
- Asset RelationshipCore CRM
An Asset Relationship is a Salesforce standard object that records a non-hierarchical link between two Asset records that exists because of an asset modification, such as a replacement or an upgrade. …