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Question 19 - Certified Contact Center discussion

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Your design outlines automated case escalation based on criteria. Which tool facilitates rule-based escalation?

A.
Custom Apex code defining escalation logic and actions.
Answers
A.
Custom Apex code defining escalation logic and actions.
B.
Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
Answers
B.
Escalation Rules with conditions based on case priority, time to resolution, and other metrics.
C.
Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
Answers
C.
Workflow Rules triggering notifications to supervisors based on pre-set escalation criteria.
D.
Both (b) and (c), offering flexible options for automated case escalation based on rules.
Answers
D.
Both (b) and (c), offering flexible options for automated case escalation based on rules.
Suggested answer: D

Explanation:

Automated case escalation is effectively managed using both Escalation Rules and Workflow Rules: B. Escalation Rules enable automatic case escalation based on criteria like case priority and time to resolution. C. Workflow Rules can be used to trigger additional actions, such as notifications to supervisors, when specific escalation criteria are met. These tools work in concert to ensure timely responses to critical cases and maintain service levels.

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asked 23/09/2024
John Murphy
32 questions
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