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Question 172 - Certified Contact Center discussion

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The consultant should recommend the company utilize Flow Settings in

Email-to-Case to meet their requirements.

A customer service manager wants to implement a process where a case gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline.

Which solution should a consultant propose to set this process up?

A.
Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
Answers
A.
Create an Escalation Rule Entry and configure it so that cases get an escalated status of the case is still open after passing SLA times.
B.
Create a Quick Action for escalating a case and set up Conditional Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
Answers
B.
Create a Quick Action for escalating a case and set up Conditional Visibility Rude to show the Quick Action after a case has passed SLA times Create a record-triggered flow that gives cases an escalated status if it is still open a pa A times.
C.
The consultant should propose creating an Escalation Rule Entry to set up
Answers
C.
The consultant should propose creating an Escalation Rule Entry to set up
Suggested answer: C

Explanation:

For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.

Reference: Salesforce Escalation Rules

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asked 23/09/2024
Simon John Mather
44 questions
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