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By Salesforce · Question Mode

QuestionQ24

Community Management

What are two methods by which a question can be escalated to a case?

Choose two
  • A Manually by a moderator selecting “Escalate to Case” in the feed
  • B Automatically via Case Assignment Rules
  • C Automatically via Process Builder by meeting specified criteria
  • D Manually by users commenting “Escalate”
Explanation

Question-to-Case lets a moderator create a case by selecting the Escalate to Case action in the question feed. It also supports criteria-based automatic escalation; current Salesforce documentation implements this automation with a flow on the Feed Item object, corresponding to the Process Builder-based automation described in older product terminology. Case Assignment Rules are not supported for Question-to-Case, and a comment alone does not create a case.

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