PLAT-ADMN-201 · Question #91
Which two actions should a Platform Administrator perform with Case escalation rules?
The correct answer is A. Send email notifications. D. Reassign the Case. Case Escalation Rules in Salesforce support two key actions when escalation criteria are met: (1) Reassign the Case - change the case owner to a different user or queue, and (2) Send Email Notifications - alert specific users (such as a manager or a new owner) that the case has…
Question
Options
- ASend email notifications.
- Bor "Reopen" a case (Option C), these are not standard features within the Escalation Rule
- CReopen the Case.
- DReassign the Case.
How the community answered
(43 responses)- A88% (38)
- B5% (2)
- C7% (3)
Explanation
Case Escalation Rules in Salesforce support two key actions when escalation criteria are met: (1) Reassign the Case - change the case owner to a different user or queue, and (2) Send Email Notifications - alert specific users (such as a manager or a new owner) that the case has been escalated. Escalation rules do not have the ability to reopen a case; reopening a case is a status change that must be triggered by other automation (e.g., flows or process builder). Options B and C in the choices are misleading distractors referencing non-standard escalation rule capabilities.
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