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ADM-201 · Question #308
ADM-201 Question #308: Real Exam Question with Answer & Explanation
The correct answer is A: Escalation Rules. To automatically reassign a case owner if a case remains open for a specified duration, the administrator should use escalation rules.
Submitted by asante_acc· Apr 18, 2026Service and Support Applications
Question
Cloud Kicks needs to change the owner of a case when it has been open for more than 7 days. How should the administrator complete this requirement?
Options
- AEscalation Rules
- BAuto-Response Rules
- CAssignment Rules
- DValidation Rules
Explanation
To automatically reassign a case owner if a case remains open for a specified duration, the administrator should use escalation rules.
Common mistakes.
- B. Auto-response rules are used to automatically send email responses to customers based on their case submission criteria, not for changing case ownership.
- C. Assignment rules automatically assign new cases (or leads) to users or queues based on specific criteria upon creation, not based on time elapsed after creation.
- D. Validation rules enforce data integrity by preventing users from saving records that do not meet specified criteria, but they do not automate ownership changes or time-based actions.
Concept tested. Case Management - Escalation Rules
Reference. https://help.salesforce.com/s/articleView?id=sf.cases_escalation.htm&type=5
Topics
#Escalation Rules#Case Management#Service Cloud#Support Automation
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