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ADM-201 · Question #297

Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than…

The correct answer is C. Case Escalation Rules. To address slow case response times, Universal Containers needs to automatically escalate unassigned cases open for over two hours to an urgent queue and alert the support manager.

Submitted by skyler.x· Apr 18, 2026Service and Support Applications

Question

Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than 2 hours to an urgent Case queue and alert the support manager. Which feature should an administrator configure to meet this requirement?

Options

  • ACase Scheduled Reports
  • BCase Dashboard Refreshes
  • CCase Escalation Rules
  • DCase Assignment Rules

How the community answered

(25 responses)
  • A
    4% (1)
  • B
    8% (2)
  • C
    80% (20)
  • D
    8% (2)

Why each option

To address slow case response times, Universal Containers needs to automatically escalate unassigned cases open for over two hours to an urgent queue and alert the support manager.

ACase Scheduled Reports

Case Scheduled Reports are used for generating and distributing reports at specified intervals, not for automating record reassignments or real-time alerts based on record criteria.

BCase Dashboard Refreshes

Case Dashboard Refreshes update the data displayed on dashboards but do not trigger automated actions like case reassignments or notifications.

CCase Escalation RulesCorrect

Case Escalation Rules are designed to automatically reassign cases to a different user or queue and notify specified users when cases are not resolved within a defined time frame, directly fulfilling the requirement for time-based reassignment and alerts.

DCase Assignment Rules

Case Assignment Rules automatically assign new cases to users or queues based on criteria upon creation or initial save, but they do not handle escalations for cases that have been open for a duration.

Concept tested: Case Escalation Rule functionality

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

Topics

#Case Management#Escalation Rules#Service Cloud#Automation

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