AP-226 · Question #31
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
The correct answer is C. Implement automated case escalation rules based on pre-defined loyalty and contract value. Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual…
Question
The customer wants to prioritize cases based on customer loyalty and contract value. Which case management requirement should be considered?
Options
- ADevelop custom formulas to calculate customer loyalty and contract value score.
- BConfigure case fields to capture customer tier and contract details for manual prioritization.
- CImplement automated case escalation rules based on pre-defined loyalty and contract value
- DUtilize Entitlements to define service level agreements (SLAs) and prioritize cases based on
How the community answered
(65 responses)- A14% (9)
- B5% (3)
- C75% (49)
- D6% (4)
Explanation
Implementing automated case escalation rules based on pre-defined loyalty and contract value thresholds is the most effective way to prioritize cases. This approach uses automation to ensure that high-value customers receive the attention they require promptly, without manual intervention, thus improving efficiency and customer satisfaction.
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