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Question 86 - Certified Contact Center discussion

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Your scenario involves automatically assigning cases based on urgency and location. Which feature facilitates this?

A.
Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
Answers
A.
Case Assignment Rules using predefined criteria to direct cases to specific queues or agents.
B.
Process Builder sequences triggering automated case creation and assignment based on data triggers.
Answers
B.
Process Builder sequences triggering automated case creation and assignment based on data triggers.
C.
Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
Answers
C.
Escalation Rules automatically escalating cases based on time-to-resolution or urgency criteria.
D.
All of the above, working together for dynamic case assignment and escalation based on context and urgency.
Answers
D.
All of the above, working together for dynamic case assignment and escalation based on context and urgency.
Suggested answer: D

Explanation:

In scenarios involving automatic case assignment based on factors like urgency and location, a combination of Salesforce features is typically most effective. Case Assignment Rules can be used to automatically route cases to appropriate queues or agents based on predefined criteria. Process Builder can trigger automated case assignments and other related actions based on specific data triggers. Escalation Rules manage cases that require urgent attention by escalating them as needed. 'D. All of the above, working together for dynamic case assignment and escalation based on context and urgency' best describes the integrated approach necessary for managing these assignments effectively.

Reference: Salesforce Documentation on Case Assignment and Escalation

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asked 23/09/2024
TAMPO DARKOI
40 questions
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