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Question 111 - Certified Contact Center discussion

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Your design includes assigning cases based on skill sets and urgency. Which feature facilitates this?

A.
Case Assignment Rules defining criteria for routing cases to specific queues or agents.
Answers
A.
Case Assignment Rules defining criteria for routing 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 priority.
Answers
D.
All of the above, working together for dynamic case assignment and escalation based on context and priority.
Suggested answer: D

Explanation:

Assigning cases based on skill sets and urgency in Salesforce can be effectively managed by utilizing a combination of features. Case Assignment Rules can be used to route cases based on predefined criteria, Process Builder can automate the assignment based on complex data triggers, and Escalation Rules handle the prioritization based on urgency. 'D. All of the above, working together for dynamic case assignment and escalation based on context and priority' describes the integrated approach necessary for effectively managing case assignments and escalations.

Reference: Salesforce Case Management

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asked 23/09/2024
Alexandru adrian Blaga
22 questions
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