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Question 235 - Certified Administrator discussion

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The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.

What case management tools need to be utilized for this requirement?

A.
Auto-response rules, Macros, Entitlements
Answers
A.
Auto-response rules, Macros, Entitlements
B.
Auto-response rules, Queues, Macros
Answers
B.
Auto-response rules, Queues, Macros
C.
Auto-response rules, Queues, Escalation Rules
Answers
C.
Auto-response rules, Queues, Escalation Rules
D.
Auto-response rules, Entitlements, Escalation Rules
Answers
D.
Auto-response rules, Entitlements, Escalation Rules
Suggested answer: C

Explanation:

To acknowledge cases with a Case Reason of Installation immediately via email and assign them to appropriate agents, and escalate cases that are still in New status after 4 hours to support management, an administrator should use Auto-response rules, Queues, and Escalation Rules for case management. Auto-response rules allow sending automatic email responses to customers based on case criteria. Queues allow grouping cases that share common characteristics and assigning them to a group of users who can access and work on them. Escalation rules allow escalating cases that meet certain criteria to higher-level users or groups and sending email notifications. Macros and Entitlements are not case management tools that can be used for this requirement.

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

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asked 23/09/2024
Yousuf Shahzad
40 questions
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