CRT-101 · Question #233
Which two actions should an administrator perform with Case escalation rules? Choose 2 answers
The correct answer is A. Re-open the Case. B. Send email notifications. Case escalation rules support sending email notifications and re-opening cases when escalation criteria are triggered.
Question
Which two actions should an administrator perform with Case escalation rules? Choose 2 answers
Options
- ARe-open the Case.
- BSend email notifications.
- CChange the Case Priority.
- DRe-assign the Case.
How the community answered
(46 responses)- A93% (43)
- C2% (1)
- D4% (2)
Why each option
Case escalation rules support sending email notifications and re-opening cases when escalation criteria are triggered.
Case escalation rules in Salesforce can be configured to re-open a case when it meets the defined escalation criteria, ensuring that time-sensitive cases are not left in a closed state without follow-up.
Case escalation rules can send email notifications to designated users or queues when a case reaches the escalation threshold, alerting the appropriate personnel to take action.
Changing Case Priority is not a supported action within Salesforce case escalation rules - priority updates are performed through other automation tools such as flows or workflow rules.
Reassigning cases to new owners is the function of Case Assignment Rules, which route cases based on criteria, and is not the action performed by escalation rules.
Concept tested: Salesforce Case escalation rule supported actions
Source: https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm
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