AP-226 · Question #168
The consultant should recommend the company utilize Flow Settings in Email-to-Case to meet their requirements. A customer service manager wants to implement a process where a case gets reassigned to…
The correct answer is C. The consultant should propose creating an Escalation Rule Entry to set up. For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically…
Question
The consultant should recommend the company utilize Flow Settings in Email-to-Case to meet their requirements. A customer service manager wants to implement a process where a case gets reassigned to a higher support tier if it is not resolved within a given service-level agreement (SLA) timeline. Which solution should a consultant propose to set this process up?
Options
- ACreate an Escalation Rule Entry and configure it so that cases get an
- BCreate a Quick Action for escalating a case and set up Conditional
- CThe consultant should propose creating an Escalation Rule Entry to set up
How the community answered
(33 responses)- A9% (3)
- B18% (6)
- C73% (24)
Explanation
For managing cases based on service-level agreements (SLAs) where a case needs to be reassigned to a higher support tier if not resolved within the specified time, the appropriate solution is to use Escalation Rules. Escalation Rules in Salesforce allow you to automatically escalate cases based on criteria such as case age, ensuring that SLA timelines are adhered to. The rule can be set to change the assignment of the case to a higher tier support group or individual when the case remains open past the SLA threshold.
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