ADM-201: Salesforce Certified Platform AdministratorDemo

By Salesforce · Question Mode

QuestionQ310

Workflow/Process Automation

AW Computing’s CTO has established a new case policy to improve customer satisfaction. Every case submitted with a Case Reason of Installation must be acknowledged immediately by email and routed to the appropriate agents. Any case that remains in the New status after 4 hours must be escalated to support management.

Which case-management tools are needed to meet this requirement?

  • A Auto-response rules, Queues, Macros
  • B Auto-response rules, Macros, Entitlements
  • C Auto-response rules, Queues, Escalation Rules
  • D Auto-response rules, Entitlements, Escalation Rules
Explanation

Case auto-response rules automatically send acknowledgement emails based on case attributes. Queues route cases to the appropriate group of agents, and escalation rules perform actions when a case meets defined criteria after a specified time period, including notifying or reassigning to support management.

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