ADM-201 · Question #63
High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a Queue called "High Priority Queue." An administrator needs to configure the case management…
The correct answer is A. Create an escalation rule to assign all cases where status = high to the high priority queue based. To automatically escalate high-priority cases that are not responded to within a specific time, an administrator should configure an escalation rule. This rule ensures cases are reassigned or notifications are sent if service level agreements are breached.
Question
High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a Queue called "High Priority Queue." An administrator needs to configure the case management process to implement this requirement. Hon should the administrator achieve this goat7
Options
- ACreate an escalation rule to assign all cases where status = high to the high priority queue based
- BCreate a case milestone to assign all cases where status = high to the high priority queue based
- CCreate an assignment rule to assign all cases where status = high to the high priority queue.
- DCreate an escalation rule to assign all cases where status = high to the high priority queue based
How the community answered
(49 responses)- A78% (38)
- B8% (4)
- C2% (1)
- D12% (6)
Why each option
To automatically escalate high-priority cases that are not responded to within a specific time, an administrator should configure an escalation rule. This rule ensures cases are reassigned or notifications are sent if service level agreements are breached.
Escalation rules are specifically designed to automate actions like reassigning cases or notifying users when specified time-based criteria are met, such as a 3-hour response deadline for high-priority cases. By setting criteria for 'High Priority' cases and defining the time frame and escalation actions, the rule will move the case to the 'High Priority Queue' if the deadline is missed.
Case milestones track key steps in a support process but do not, by themselves, automatically reassign cases or trigger escalations to queues based on time breaches.
Assignment rules automatically assign new or changed cases to specific users or queues based on initial criteria, but they do not monitor response times or escalate cases after a time limit.
Concept tested: Case Escalation Rules and SLAs
Source: https://help.salesforce.com/s/articleView?id=sf.cases_escalation_rules.htm&type=5
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