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Question 202 - Certified Administrator discussion

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Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.

Which feature should be used to fulfill this requirement?

A.
Einstein Case Routing
Answers
A.
Einstein Case Routing
B.
Auto-response rule
Answers
B.
Auto-response rule
C.
Case assignment rule
Answers
C.
Case assignment rule
D.
Case escalation rule
Answers
D.
Case escalation rule
Suggested answer: D

Explanation:

To re-assign cases that meet the 24 hour SLA to the next tier queue, the administrator should use a case escalation rule that defines the criteria for escalating cases, such as age or priority, and the actions to perform when those criteria are met, such as changing owner or sending email alerts. Case escalation rules can help ensure that cases are handled in a timely manner and escalated to appropriate users or queues. Einstein Case Routing, Auto-response rule, and Case assignment rule are not able to re-assign cases based on SLA or age.

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

asked 23/09/2024
Edward Eric
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