ADM-201 · Question #158
Universal Containers frequently uses Case escalations and wants the ability to track any Cases that has been escalated. The administrator has found that when any escalated Cases are closed, the…
The correct answer is C. Modify the time criteria in the escalation rule. D. Create a custom checkbox field called Has_Been_Excalated_c. To effectively track cases that have been escalated even after they are closed, an administrator should create a custom checkbox field to permanently mark escalation status and potentially adjust escalation rule criteria to prevent premature unchecking of the standard…
Question
Universal Containers frequently uses Case escalations and wants the ability to track any Cases that has been escalated. The administrator has found that when any escalated Cases are closed, the escalated check automatically unchecks. What two actions should the administrator configure to meet this requirement?
Options
- AUse a Process statuses in Case Status field in support settings.
- BSelect show closed statuses in Case status field in support settings.
- CModify the time criteria in the escalation rule.
- DCreate a custom checkbox field called Has_Been_Excalated_c
How the community answered
(52 responses)- A12% (6)
- B6% (3)
- C83% (43)
Why each option
To effectively track cases that have been escalated even after they are closed, an administrator should create a custom checkbox field to permanently mark escalation status and potentially adjust escalation rule criteria to prevent premature unchecking of the standard 'Escalated' field.
The option 'Use Process statuses in Case Status field in support settings' is not a standard Salesforce configuration for directly managing the 'Escalated' checkbox or tracking historical escalation.
Selecting 'show closed statuses in Case status field in support settings' only affects which status values are visible for selection; it does not impact the behavior of the 'Escalated' checkbox on case closure or historical tracking.
Modifying the time criteria (or other conditions) within the escalation rule can ensure that the standard 'Escalated' checkbox remains active longer or is not automatically unchecked due to the rule's criteria becoming false, which can assist in maintaining the visual indicator of an escalated case. This ensures the rule does not inadvertently 'un-escalate' a case by its own conditions.
Creating a custom checkbox field like 'Has_Been_Escalated__c' provides a persistent historical record that a case has undergone escalation, as the standard 'Escalated' field automatically unchecks when a case is closed. This custom field can be populated by a workflow or flow when the standard 'Escalated' field becomes true.
Concept tested: Case escalation tracking customization
Source: https://help.salesforce.com/s/articleView?id=sf.cases_escalation_rules.htm&type=5
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