ADM-201 Question #189: Real Exam Question with Answer & Explanation

Question

Which two actions should an administrator perform with Case escalation rules? Choose 2 answers

Options

• AChange the Case Priority.
• BRe-open the Case.
• CRe-assign the Case.
• DSend email notifications.

Explanation

Case escalation rules allow administrators to automatically re-assign cases to different users or queues and send email notifications when a case is not resolved within a specified time.

Common mistakes.

• A. While escalation rules address overdue cases, they do not directly change the Case Priority; instead, they focus on reassignment and notification to prompt resolution based on existing priority.
• B. Case escalation rules are designed for unresolved or overdue open cases and do not have the functionality to re-open a closed case.

Concept tested. Case escalation rule actions

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

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