Salesforce
CRT-261 · Question #19
CRT-261 Question #19: Real Exam Question with Answer & Explanation
The correct answer is C. Configure Case Escalation rules.. Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention an
Question
Universal Containers wants to notify support managers when a new case has been untouched for more than 2 business hours. Which approach should a consultant implement?
Options
- AEstablish Case Assignment rules.
- BCreate a Flow with a scheduled path.
- CConfigure Case Escalation rules.
Explanation
Case Escalation Rules can be configured to escalate cases that have not been touched within a specified timeframe, such as 2 business hours. This ensures that support managers are notified when a case remains untouched beyond the set threshold, allowing for timely intervention and improved case management.
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