Worlds / Support / Salesforce Service Cloud
Salesforce Service Cloud world
A local Service Cloud org with Cases, Accounts, Contacts, queues, entitlements and milestones. Test the agent that works the case queue, sets status and escalates on time.
CasesQueuesEntitlementsMilestonesEscalations
- Ortiz Labs (US)00001041 · Sync job failing since updatePriority High, Premium entitlement, 40 min to milestone.
- Moss & Co00001042 · Password reset loopUser cannot get past the reset page.
- Ortiz Labs (EU)00001043 · Invoice copy neededStandard entitlement, low priority.
- Kim Park LLC00001044 · Data export slowExport took 3 hours yesterday.
- Lee Holdings00001045 · Add two usersPlease add two seats to our account.
fig. 1 · illustrative replica · the agent's changes land as you scroll
What's in this world
What you get when you open Salesforce Service Cloud. Seeded, local, yours to break.
Seeded records
- cases
- 50 across New, Working, Escalated and Closed
- queues
- Tier 1, Tier 2, Billing
- entitlements
- Standard and Premium with First Response milestones
- accounts
- 15, two with the same name in different regions
- escalation rules
- 1 active rule on Priority High
Agent jobs you can test
- Take a case from a queue and set its status
- Escalate a case that is about to miss a milestone
- Close a case with the right reason and comment
What your agent can get wrong here
The reply sounds right. The record is what counts.
ActionWhat the world recordsCommon mistake
Escalate a case
Status, OwnerId (queue) and IsEscalatedEscalates the same-name account in the wrong regionClose a case
Status, Reason and the case commentCloses with no comment and an empty ReasonComplete a milestone
CaseMilestone.CompletionDateMarks First Response complete before any replyChange owner
OwnerIdTakes the case out of the queue and leaves it on a deactivated userExample test
Describe the job. Review the checks before anything runs.
Work the Tier 1 queue. Escalate only Premium cases within an hour of their First Response milestone. Close resolved cases with a Reason and a comment. Watch for accounts with the same name in different regions.
- 01Case 00001041 Escalated, owner Tier 2 queue
- 02Case 00001043 still New in Tier 1
- 03Case 00001042 Closed with Reason and a case comment
- 04No milestone completed without a reply
- 05No OwnerId set to an inactive user
fig. 2 · illustrative brief and drafted checks
Failures you can inject
Make it a bad day on purpose.
effect
REQUEST_LIMIT_EXCEEDED on the next callfires before the handler · state untouched · same result every runEvidence
StatusIncluded in the closed beta, like every world in the catalog. Apply and tell us the workflow you want to test.Known limitations
