ADM-201: Salesforce Certified Platform AdministratorDemo

By Salesforce · Question Mode

QuestionQ638

Workflow/Process Automation

Universal Containers (UC) customers have reported that support cases are not receiving responses quickly enough. UC wants to route all unassigned Cases that have remained open for more than 2 hours to an urgent Case queue and notify the support manager.

Which feature should an administrator configure to fulfill this requirement?

  • A Case Scheduled Reports
  • B Case Assignment Rules
  • C Case Dashboard Refreshes
  • D Case Escalation Rules
Explanation

Salesforce Case Escalation Rules automate actions after a case has been unresolved for a specified time. An escalation action can use an Age Over value of 2 hours, reassign the Case to a queue, and send a notification email to the support manager.

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