ADM-201 · Question #387
The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and…
The correct answer is C. Auto-response rules, Queues, Escalation Rules. To meet the policy requirements, auto-response rules will acknowledge cases, queues will assign them to agents, and escalation rules will manage timely follow-up for unaddressed cases.
Question
The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management. What case management tools need to be utilized for this requirement?
Options
- AAuto-response rules, Macros, Entitlements
- BAuto-response rules, Queues, Macros
- CAuto-response rules, Queues, Escalation Rules
- DAuto-response rules, Entitlements, Escalation Rules
How the community answered
(18 responses)- A6% (1)
- C83% (15)
- D11% (2)
Why each option
To meet the policy requirements, auto-response rules will acknowledge cases, queues will assign them to agents, and escalation rules will manage timely follow-up for unaddressed cases.
Macros are for automating repetitive tasks for agents, not for automatic email acknowledgements or escalations, and entitlements manage customer service levels, not case assignment or escalation.
Auto-response rules automatically send an email acknowledgement to the customer upon case creation, while queues are used in conjunction with assignment rules to direct cases to the correct group of agents. Escalation rules automatically reassign and notify management if a case remains unresolved or unaddressed after a specified time, typically based on criteria like status and age.
Concept tested: Case Management Automation Tools
Source: https://help.salesforce.com/s/articleView?id=sf.setting_up_auto_response_rules.htm&type=5
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