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Question 35 - Certified Contact Center discussion

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The customer wants automated case escalation based on specific criteria. Which data model element plays a key role?

A.
Custom fields capturing escalation triggers like priority or SLA breaches.
Answers
A.
Custom fields capturing escalation triggers like priority or SLA breaches.
B.
Workflow Rules configured with escalation steps and case field conditions.
Answers
B.
Workflow Rules configured with escalation steps and case field conditions.
C.
Process Builder sequences defining escalation actions and notifications.
Answers
C.
Process Builder sequences defining escalation actions and notifications.
D.
Entitlements specifying service level agreements and associated escalation rules.
Answers
D.
Entitlements specifying service level agreements and associated escalation rules.
Suggested answer: D

Explanation:

In Salesforce, Entitlements are crucial for managing service level agreements (SLAs) and the associated rules, including escalation policies. Entitlements allow organizations to define and enforce service levels through milestones that can trigger escalations if cases are at risk of breaching service commitments. This functionality is essential for automated case escalation based on specific criteria such as response times or resolution deadlines, which makes 'D. Entitlements specifying service level agreements and associated escalation rules' the correct answer.

Reference: Salesforce Documentation on Entitlements

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asked 23/09/2024
EDUARDO VIDAL
41 questions
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