Exam Salesforce-Certified-Administrator Topic 1 Question 145 Discussion

Actual exam question for Salesforce's Salesforce-Certified-Administrator exam
Question #: 145
Topic #: 1
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?

Suggested Answer: A Vote an answer

Explanation
Case escalation rules are a feature that can be used to meet this requirement. Case escalation rules can automatically escalate cases that meet certain criteria, such as being open for more than a specified time or having a certain priority. Escalation rules can assign cases to a different owner or queue and send email notifications to the support manager or other recipients. References:
https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5

by Dale at Jun 07, 2026, 07:39 AM

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