ADM-201 · Question #29
Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue. Which feature…
The correct answer is B. Case escalation rule. To automatically reassign cases to a different queue or user when they breach a Service Level Agreement (SLA) timeframe, Case Escalation Rules should be used.
Question
Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue. Which feature should be used to fulfill this requirement?
Options
- ACase assignment rule
- BCase escalation rule
- CAuto-response rule
- DEinstein Case Routing
How the community answered
(35 responses)- A3% (1)
- B89% (31)
- C6% (2)
- D3% (1)
Why each option
To automatically reassign cases to a different queue or user when they breach a Service Level Agreement (SLA) timeframe, Case Escalation Rules should be used.
Case assignment rules are used for initial assignment of new cases based on criteria, not for reassigning cases that have already met an SLA.
Case escalation rules are designed to automatically reassign cases to a specified user or queue and/or notify users when the case meets predefined criteria, such as exceeding an SLA time limit (e.g., 24 hours).
Auto-response rules send automated email replies to customers or lead submitters but do not handle case reassignment or escalation.
Einstein Case Routing uses AI to route cases to the best agent or queue but is not the standard declarative tool for enforcing time-based SLA escalations.
Concept tested: Case escalation rules for SLA management
Source: https://help.salesforce.com/s/articleView?id=sf.escalation_rules.htm&type=5
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