Salesforce Exam ADX-201 Topic 1 Question 63 Discussion

Actual exam question for Salesforce's ADX-201 exam

Question #: 63
Topic #: 1

The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.

What case management tools need to be utilized for this requirement?

AAuto-response rules, Macros, Entitlements

BAuto-response rules, Queues, Macros

CAuto-response rules, Queues, Escalation Rules

DAuto-response rules, Entitlements, Escalation Rules

Show Suggested Answer

Suggested Answer: A

A restricted picklist is a type of picklist that enforces the integrity of the picklist values by allowing only values defined in the picklist during data entry or import operations. If the restricted picklist checkbox is checked for a picklist field, then any records with values not defined in the picklist will cause errors during import operations. However, if the restricted picklist checkbox is unchecked for a picklist field, then any records with values not defined in the picklist will be imported without errors. Reference: https://help.salesforce.com/s/articleView?id=sf.picklist_limitations.htm&type=5

by Sophia at May 23, 2024, 07:15 PM

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Iola

22 days ago

Ugh, case management - the bane of my existence. But hey, if the CTO says we gotta use auto-response rules, queues, and escalation rules, then that's what we're doing. Better start brushing up on my tech jargon, 'cause I'm gonna need it to keep those customers happy!

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Ronny

23 days ago

Alright, time to put on my case management hat! Auto-response rules, queues, and escalation rules - that's the way to go. I bet the support team's gonna be working overtime on this one, but at least the customers will be satisfied. *sips coffee dramatically*

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Dylan

2 days ago

B) Auto-response rules, Queues, Macros

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Annmarie

14 days ago

A) Auto-response rules, Macros, Entitlements

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Evangelina

25 days ago

Hmm, let's see... Auto-response rules, queues, and escalation rules, huh? Sounds like a fancy-pants setup, but I bet it'll keep those customers happy. Gotta love it when the CTO gets all serious about customer service!

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Ozell

2 days ago

D) Auto-response rules, Entitlements, Escalation Rules

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Tuyet

6 days ago

C) Auto-response rules, Queues, Escalation Rules

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Maricela

11 days ago

B) Auto-response rules, Queues, Macros

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Gerald

14 days ago

A) Auto-response rules, Macros, Entitlements

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Mabel

2 months ago

I prefer using Auto-response rules, Entitlements, Escalation Rules. It provides a better escalation process for cases.

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Aleisha

2 months ago

Ooh, this one's tricky! Gotta remember those auto-response rules, queues, and escalation thingies. No way I'm letting my cases sit in 'New' for more than 4 hours - support management's gonna have my head!

upvoted 0 times