Exam Salesforce-Certified-Administrator Topic 2 Question 204 Discussion

Actual exam question for Salesforce's Salesforce-Certified-Administrator exam
Question #: 204
Topic #: 2
The administrator at Ursa Major Solar need to make sure the unassigned cases from VP customers get transferred to the appropriate service representative within 5 hours. VIP Customers have access to support 24 hours a day.
How should this be configured?

Suggested Answer: D Vote an answer

Explanation
Escalation rules allow you to escalate cases based on certain criteria, such as time or priority. You can use escalation rules to transfer unassigned cases to the appropriate service representative within a specified time frame.
References: https://help.salesforce.com/s/articleView?id=sf.customize_escalation.htm&type=5

by Griffith at Feb 12, 2024, 01:13 AM

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