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Question 181 - Certified Administrator discussion

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Cloud Kicks needs to change the owner of a case when it has been open for more than 7 days.

How should the administrator complete this requirement?

A.
Auto - Response Rules
Answers
A.
Auto - Response Rules
B.
Validation Rule
Answers
B.
Validation Rule
C.
Escalation Rule
Answers
C.
Escalation Rule
D.
Assignment Rule
Answers
D.
Assignment Rule
Suggested answer: C

Explanation:

An escalation rule is a tool that allows administrators to automatically escalate cases based on certain criteria and time triggers. For example, an escalation rule can change the owner of a case, send an email notification, or update a field value when a case has been open for more than 7 days. An escalation rule consists of multiple rule entries that define the criteria and actions for each escalation scenario.

Reference: https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5

asked 23/09/2024
Simon Liu
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