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Salesforce Exam ADX-201 Topic 8 Question 85 Discussion

Actual exam question for Salesforce's ADX-201 exam
Question #: 85
Topic #: 8
[All ADX-201 Questions]

Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.

Which feature should be used to fulfill this requirement?

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Suggested Answer: D

To re-assign cases that meet the 24 hour SLA to the next tier queue, the administrator should use a case escalation rule that defines the criteria for escalating cases, such as age or priority, and the actions to perform when those criteria are met, such as changing owner or sending email alerts. Case escalation rules can help ensure that cases are handled in a timely manner and escalated to appropriate users or queues. Einstein Case Routing, Auto-response rule, and Case assignment rule are not able to re-assign cases based on SLA or age. Reference: https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5


by Daren at Apr 08, 2025, 02:22 AM

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Bobbye
I agree with Leonida, Case assignment rule makes sense for re-assigning cases based on SLA.
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Eve
I'm going with C) Case assignment rule. That way, you can set up a rule to automatically move the cases to the next queue based on the SLA.
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Leonida
9 days ago
I think the answer is C) Case assignment rule.
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Ardella
19 days ago
D) Case escalation rule seems like the right choice here. It allows you to automatically re-assign cases that meet the SLA to the next tier queue.
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