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Salesforce Certified Administrator Practice Test 2

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Question 1 / 40

Which two actions should an administrator perform with Case escalation rules?

Choose 2 answers

Re-open the Case.
Re-open the Case.
Send email notifications.
Send email notifications.
Change the Case Priority.
Change the Case Priority.
Re-assign the Case.
Re-assign the Case.
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Suggested answer: B, D
Explanation:

Case escalation rules are used to escalate cases that have not been resolved within a certain time frame by changing the case owner, sending email notifications, or triggering workflow actions. You can use these actions to alert the appropriate users or groups when a case needs urgent attention or escalation.

Reference: https://help.salesforce.com/s/articleView?id=sf.customize_caseesc.htm&type=5

asked 23/09/2024
Tyler Andringa
40 questions