Exam Plat-Admn-201 Topic 4 Question 38 Discussion

Actual exam question for Salesforce's Plat-Admn-201 exam
Question #: 38
Topic #: 4
Ursa Major Solar wants to automatically notify a manager about any cases awaiting a response from an agent for more than 2 hours after case creation. Which feature should a Platform Administrator use to fulfill this requirement?

Suggested Answer: B Vote an answer

Case Escalation Rules are the dedicated tool for time-based notifications and reassignments in Service Cloud. The Platform Administrator can set an escalation rule entry that triggers when a case is "Older than 2 hours" and meets specific status criteria (e.g., Status = New). The rule can then be configured to send an Email Notification to a manager or a specific distribution list. This ensures that management is alerted to potential SLA breaches. Assignment Rules (Option A) only run when a case is first created. Formula fields (Option C) can calculate time but cannot send notifications. Omni-Channel Supervisor (Option D) allows for real-time monitoring but does not provide automated email alerting based on specific time-elapsed thresholds.

by Hardy at Sep 30, 2026, 08:29 AM

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