ADM-201 Question #158: Real Exam Question with Answer & Explanation

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

Explanation

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.

Common mistakes.

• A. 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.
• B. 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.

Concept tested. Case escalation tracking customization

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

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