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Question 245 - 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: B

Explanation:

To advertise on TV, radio, print, and social under one banner called New Runners and aggregate total statistics for this marketing effort, an administrator should use Parent campaign field on Campaign object. This field allows creating hierarchical relationships between campaigns by specifying one campaign as parent of another campaign. Parent campaigns roll up statistics from child campaigns such as number of leads generated, amount of revenue won etc. For example, an administrator can create four child campaigns for TV, radio, print and social ads respectively and link them to one parent campaign called New Runners using Parent campaign field. Junction object, lookup relationship, and master-detail relationship are not features related to Campaign object or hierarchy.

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

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asked 23/09/2024
Claudia Arrais
49 questions
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