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Question 35 - Certified Administrator discussion

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Ursa Major Solar wants to automatically notify a manager about any cases awaiting a response from an agent for more than 2 hours after case creation.

Which feature should an administrator use to fulfill this requirement?

A.
Assignment Rule
Answers
A.
Assignment Rule
B.
Case Escalation Rule
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B.
Case Escalation Rule
C.
Omni-Channel Supervisor
Answers
C.
Omni-Channel Supervisor
D.
Formula Field
Answers
D.
Formula Field
Suggested answer: B

Explanation:

Case escalation rules allow you to escalate cases based on certain criteria, such as time or priority.

asked 23/09/2024
Krzychu Kn
42 questions
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