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CRT-101 · Question #146
CRT-101 Question #146: Real Exam Question with Answer & Explanation
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Sales and Service Cloud Applications
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
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Topics
#Case Escalation Rules#Service Level Agreements (SLA)#Case Management#Automation