CRT-101 · Question #92
Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than…
The correct answer is D. Case Assignment Rules. IMPORTANT NOTE: The stated correct answer D (Case Assignment Rules) appears to be incorrect for this scenario. The feature that best fits is A (Case Escalation Rules). Case Escalation Rules are specifically designed to take action when a case has been open for a specified…
Question
Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than two hours to an urgent Case queue and alert the support manager. Which feature should an administrator configure to meet this requirement?
Options
- ACase Escalation Rules
- BCase Dashboard Refreshes
- CCase Scheduled Report
- DCase Assignment Rules
How the community answered
(63 responses)- A11% (7)
- B5% (3)
- C2% (1)
- D83% (52)
Explanation
IMPORTANT NOTE: The stated correct answer D (Case Assignment Rules) appears to be incorrect for this scenario. The feature that best fits is A (Case Escalation Rules). Case Escalation Rules are specifically designed to take action when a case has been open for a specified amount of time - exactly the 2-hour threshold described. They can reassign cases to a different queue and send email notifications to managers. Case Assignment Rules (D) assign cases based on criteria at the time of creation or update, but they have no time-based trigger - they cannot fire after 2 hours of inactivity. Case Dashboard Refreshes (B) and Case Scheduled Reports (C) provide visibility but take no automated action. For this scenario, Case Escalation Rules is the correct Salesforce feature.
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