Salesforce Technical Support Engineer Interview Questions, Process, and Tips

Q1. Why you want to change?
Ans. 
Seeking new challenges and growth opportunities in a dynamic technical environment.
• Desire to expand skill set and knowledge in different technologies

• Looking for a more challenging and rewarding role

• Seeking opportunities for career advancement and professional development
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Q1. Troubleshooting questions
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Q1. How to handle angry customers
Ans. 
Listen actively, stay calm, empathize, apologize, offer solutions, follow up
• Listen actively to understand their concerns

• Stay calm and composed, do not take their anger personally

• Empathize with their situation and show understanding

• Apologize for any inconvenience caused, even if it's not your fault

• Offer solutions or alternatives to address their issues

• Follow up to ensure the problem is resolved to their satisfaction
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First round was mcq round

Q1. Some basic salesforce questions
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Q2. Most questions from development
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Q1. Critical task you have accomplished in your career till now
Ans. 
Implemented a new ticketing system to streamline support processes
• Researched and evaluated different ticketing systems

• Collaborated with IT team to implement chosen system

• Provided training to support team on how to use the new system
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Q2. What difficulties you faced in your previous company
Ans. 
I faced difficulties in managing high volume of customer inquiries and resolving technical issues within tight deadlines.
• Handling a large number of customer inquiries simultaneously

• Meeting tight deadlines for resolving technical issues

• Balancing workload and prioritizing tasks effectively
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Q1. Salesforce Apex and lwc
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Q2. Need Salesforce updates
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Q3. Are you good with lwc
Ans. 
Yes, I am proficient in Lightning Web Components (LWC) development.
• Experienced in developing custom components using LWC framework

• Knowledge of HTML, CSS, JavaScript, and Salesforce Apex

• Familiar with Salesforce Lightning Design System (SLDS)

• Ability to create interactive and responsive user interfaces

• Troubleshooting and debugging skills for LWC applications
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Q1. What are the three types of data extensions?
Ans. 
The three types of data extensions are Data Extension, Sendable Data Extension, and Data Filter.
• Data Extension: Used to store data and can be used for sending emails.

• Sendable Data Extension: A type of Data Extension that can be used for sending emails.

• Data Filter: Used to segment data based on specific criteria.
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Q2. How many complex journeys you have worked on?
Ans. 
I have worked on multiple complex journeys involving troubleshooting network issues, resolving software bugs, and implementing system upgrades.
• Troubleshooting network issues for a multinational company with offices in multiple countries

• Resolving software bugs in a critical application used by thousands of users

• Implementing system upgrades for a large-scale data center to improve performance and security
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Q1. Would you be able to handle a client when something is messed up?
Ans. 
Yes, I have experience handling clients in stressful situations and resolving issues effectively.
• I have strong communication skills to calmly address the client's concerns

• I am able to troubleshoot and identify the root cause of the issue

• I have experience in providing timely and effective solutions to clients

• I am able to remain calm and professional under pressure
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Q2. Are you open for shifts?
Ans. 
Yes, I am open for shifts and can work flexible hours as required.
• I am willing to work different shifts including nights and weekends

• I understand the importance of being available to support customers at all times

• I have previous experience working in a shift-based role
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