Salesforce Certified Associate Practice Exam

Which object is used to track and resolve customer issues?

1. Opportunities

2. Leads

3. Cases

4. Accounts

The correct answer is: Cases

The object used to track and resolve customer issues is Cases. In Salesforce, Cases are specifically designed to help organizations manage customer inquiries, complaints, or requests for support. They provide a structured way to log issues, track progress, and ensure resolution, making them essential for customer service and support teams. Cases allow users to capture detailed information about the issue, assign ownership to appropriate team members, and maintain communication with the customer throughout the resolution process. This functionality is critical for providing a seamless customer experience, enhancing customer satisfaction, and improving the overall support workflow. In contrast, Opportunities are related to potential sales deals, Leads are used for prospective customers who have shown interest in products or services, and Accounts are records of companies or individuals with whom a business has a relationship. While these objects play important roles in managing customer interactions and sales processes, they do not specifically focus on tracking and resolving customer issues, which is the primary function of Cases.