Salesforce
ADX-201 · Question #202
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 D. Case escalation rule. See the full explanation below for the reasoning.
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
- AEinstein Case Routing
- BAuto-response rule
- CCase assignment rule
- DCase escalation rule
How the community answered
(59 responses)- A17% (10)
- B8% (5)
- C3% (2)
- D71% (42)
Community Discussion
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