20+ Salesforce Technical Support Engineer Interview Questions and Answers

Relationships in databases define how entities are related to each other. Types include one-to-one, one-to-many, and many-to-many.

• One-to-one relationship: Each record in one table is related to only one record in another table.

• One-to-many relationship: Each record in one table can be related to multiple records in another table.

• Many-to-many relationship: Multiple records in one table can be related to multiple records in another table.

• Examples: A customer can have multiple or...read more

To get contact of account with name starting with abc, use Salesforce's SOQL query language.

• Use the Salesforce Object Query Language (SOQL) to query the Account object

• Use the 'LIKE' operator to search for account names starting with 'abc'

• Example query: SELECT Id, Name, Phone FROM Account WHERE Name LIKE 'abc%'

MFA is a security process that requires multiple forms of verification to access an account or system.

• MFA combines two or more authentication factors such as passwords, biometrics, security tokens, etc.

• It provides an extra layer of security to prevent unauthorized access.

• Examples of MFA include using a password along with a fingerprint scan or receiving a code on your phone to log in.

• MFA is commonly used in online banking, email accounts, and other sensitive systems.

Handling hot customers and prioritizing P1, P2 tickets

• Listen actively and empathize with the customer's frustration

• Remain calm and professional, avoid taking things personally

• Offer solutions and follow up promptly

• Prioritize P1 tickets based on severity and impact on business operations

• Assign P2 tickets based on urgency and customer impact

• Communicate clearly with customers about ticket status and resolution timelines

Profile and permissions set determine the level of access and capabilities a Technical Support Engineer has within a system.

• Profile defines the roles and responsibilities of the Technical Support Engineer within the organization.

• Permissions set specifies what actions the Technical Support Engineer can perform within the system.

• Examples of permissions include read-only access, write access, delete access, etc.

Screen flow is user interface driven while record trigger flow is backend logic driven.

• Screen flow is used to create user interfaces for users to interact with, while record trigger flow is used to automate processes and perform actions in the background.

• Screen flow is typically used for creating visual workflows with screens, fields, and buttons, while record trigger flow is used for executing logic based on record changes or events.

• Screen flow can be used to guide users thr...read more

OWD determines the default level of access users have to records in an organization.

• OWD settings control who can view, edit, and delete records in Salesforce

• OWD can be set to private, public read-only, public read/write, or controlled by parent

• OWD can be further customized with sharing rules and manual sharing

• Example: Setting OWD to private means only record owners and users above them in the role hierarchy can access the records

TCP Handshake is a process of establishing a connection between two devices over a network.

• TCP Handshake involves three-way communication between the client and server

• The client sends a SYN packet to the server to initiate the connection

• The server responds with a SYN-ACK packet to acknowledge the request

• Finally, the client sends an ACK packet to confirm the connection

• This process ensures reliable and error-free communication between devices

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

Assignments rule and their types in technical support engineering.

• Assignments rule determines how assignments are made in a system.

• Types of assignments rules include assignment rules based on skills, round robin, load balancing, etc.

• For example, in a technical support team, assignments rule based on skills may assign tickets to agents with specific expertise.

• Round robin assignments rule distributes assignments evenly among team members.

• Load balancing assignments rule distribu...read more

Workflow and Process Builder are tools in Salesforce that automate business processes without code.

• Workflow is a declarative automation tool that allows you to set up automated rules to perform actions based on certain criteria.

• Process Builder is a more advanced tool that allows you to create more complex processes with multiple criteria and actions.

• Both tools help streamline and automate business processes in Salesforce.

• Examples: Using Workflow to automatically assign a lead...read more

Workflow automates simple processes, while Process Builder allows for more complex processes with multiple criteria and actions.

• Workflow is used for automating simple tasks based on criteria and actions.

• Process Builder allows for more complex processes with multiple criteria and actions.

• Workflow is limited in functionality compared to Process Builder.

• Process Builder can update related records, send emails, create records, etc.

• Process Builder can evaluate multiple criteria bef...read more

Mixed DML error occurs when DML operations on setup and non-setup objects are mixed in a single transaction.

• Occurs when DML operations on setup and non-setup objects are mixed

• Setup objects include User, Profile, PermissionSet, etc.

• Non-setup objects include custom objects, standard objects, etc.

SSL VPN is a secure way to remotely access a private network over the internet using SSL encryption.

• SSL VPN uses SSL/TLS encryption to secure the connection between the remote user and the private network

• It allows remote users to access resources on the private network as if they were physically present on the network

• SSL VPN can be clientless or require a client software to be installed on the remote device

• Examples of SSL VPN solutions include Cisco AnyConnect, Pulse Secure, ...read more

I will remain calm, empathetic, and professional while actively listening to the customer's concerns and finding a solution.

• Remain calm and composed

• Listen actively to understand the customer's concerns

• Show empathy towards the customer's frustrations

• Maintain a professional demeanor throughout the interaction

• Focus on finding a solution to the customer's issue

• Avoid taking the customer's behavior personally

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.

The program reverses a given string and checks if it is a palindrome.

• Use a loop to iterate through the characters of the string and build a reversed string.

• Compare the reversed string with the original string to check if they are the same.

• If they are the same, the string is a palindrome.

Yes, I am flexible and adaptive.

• I am always willing to learn new things and adapt to changes in technology.

• I can work in different environments and adjust to different work styles.

• I am open to feedback and can adjust my approach accordingly.

• For example, in my previous job, I had to quickly learn a new software program and adapt to a new team dynamic.

• I am also able to prioritize tasks and adjust my schedule to meet deadlines.

Asynchronous Apex code to group opportunities by AccountId

• Create a Queueable Apex class to handle the asynchronous processing

• Query the opportunities and group them by AccountId using a Map

• Implement the execute method to process the opportunities and return the grouped data

Validation rules are used to enforce data integrity in a database before and after insertion.

• Validation rules before insert are used to check data integrity before adding a new record to the database.

• Validation rules after insert are used to verify data integrity after a new record has been added.

• Examples: Before insert - checking if a required field is filled, after insert - verifying if the data meets certain criteria.

I break down the task into smaller steps, prioritize them, seek help if needed, and stay organized.

• Break down the task into smaller, manageable steps

• Prioritize the steps based on urgency and importance

• Seek help or guidance from colleagues or supervisors if necessary

• Stay organized by keeping track of progress and deadlines

DNS (Domain Name System) is a system that translates domain names to IP addresses.

• DNS works by translating human-readable domain names (like google.com) to IP addresses (like 172.217.3.206).

• DNS records include A records (for IPv4 addresses), AAAA records (for IPv6 addresses), CNAME records (for aliases), MX records (for mail servers), and more.

• DNS queries are sent from client devices to DNS servers, which then resolve the domain name to the corresponding IP address.

• DNS operat...read more

Ajax allows for asynchronous communication between the client and server in JavaScript.

• Ajax stands for Asynchronous JavaScript and XML.

• It allows for making requests to the server without reloading the entire page.

• Asynchronous functions in JavaScript allow for non-blocking code execution.

• Examples of asynchronous functions include setTimeout, setInterval, and fetch API.

A grand parent child trigger scenario involves triggering an action in a child record based on changes in a grandparent record.

• Create a trigger on the grandparent object to monitor changes

• Use a trigger handler class to handle the logic for updating child records

• Consider using trigger context variables to pass data between the grandparent and child triggers

Integration in real life scenario involves combining different systems or components to work together seamlessly.

• Integration of payment gateway with an e-commerce website

• Integration of CRM system with email marketing platform

• Integration of GPS tracking system with fleet management software

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

Trigger code to update a field in a table when a new record is inserted

• Create a trigger on the table for INSERT events

• Use the NEW keyword to access the newly inserted record

• Update the desired field in the table using the NEW values