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Salesforce ADX-201 Exam - Topic 8 Question 85 Discussion

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?
D) Case escalation rule
A) Einstein Case Routing
B) Auto-response rule
C) Case assignment rule

Salesforce ADX-201 Exam - 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?

Show Suggested Answer Hide Answer
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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Aleshia
6 months ago
Wait, isn't Einstein Case Routing the best option here?
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Josphine
6 months ago
I think Case assignment rule could work too.
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Eliz
6 months ago
I thought SLAs were handled differently, this seems off.
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Jeanice
6 months ago
Not sure if auto-response rules fit this scenario at all.
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Clarinda
6 months ago
Definitely need a Case escalation rule for that!
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Larue
7 months ago
Case escalation rule sounds familiar for this scenario, but I wonder if there are any specific conditions we need to consider.
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Herman
7 months ago
I'm leaning towards Einstein Case Routing, but I feel like it might not specifically handle the SLA timing aspect.
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Serina
7 months ago
I remember practicing a question about case assignment rules, but I don't think that's what we need here. It seems more about timing.
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Shoshana
7 months ago
I think the case escalation rule might be the right choice since it deals with cases that need urgent attention, but I'm not entirely sure.
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Anisha
8 months ago
I'm a little confused. Is the Auto-response rule a viable option here, or does that not quite fit the requirement? I want to make sure I understand the differences between the features before I select an answer.
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Scarlet
8 months ago
Okay, I've got this. The key is that the cases need to be automatically re-assigned, so the Case escalation rule is definitely the way to go. I feel confident about this one.
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Vicky
8 months ago
I'm a bit unsure on this one. Is the Case assignment rule a possible solution here? I'll need to review the differences between the options to make sure I pick the right one.
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Ma
8 months ago
Hmm, this one seems straightforward. I think the Case escalation rule would be the best choice to automatically re-assign cases that meet the 24-hour SLA to the next tier queue.
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Gearldine
1 year ago
I bet the poor IT guy who has to set this up is wishing he had a time machine to go back and become a professional cat juggler instead.
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Angelo
12 months ago
D) Case escalation rule
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Cornell
12 months ago
C) Case assignment rule
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Oliva
1 year ago
A) Einstein Case Routing
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Kristofer
1 year ago
D) Case escalation rule for sure! It's like a superhero for your SLA problems. Kapow!
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Nell
12 months ago
D) Case escalation rule could work, but it may not be the best fit for this specific requirement.
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Kimberely
1 year ago
A) Einstein Case Routing might also be a good option to consider.
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Sherill
1 year ago
C) Case assignment rule would be more appropriate for this scenario.
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Malcolm
1 year ago
I'm not sure, but I think D) Case escalation rule could also be a possibility for automatically re-assigning cases.
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Kristin
1 year ago
Hmm, I'm torn between B) Auto-response rule and D) Case escalation rule. Decisions, decisions...
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Terrilyn
1 year ago
D) Case escalation rule is the way to go for automatically re-assigning cases that meet the SLA.
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Corinne
1 year ago
I would go with A) Einstein Case Routing for this scenario.
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Olive
1 year ago
I think C) Case assignment rule would be the best option for this requirement.
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Bobbye
1 year ago
I agree with Leonida, Case assignment rule makes sense for re-assigning cases based on SLA.
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Eve
1 year ago
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
1 year ago
I think the answer is C) Case assignment rule.
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Ardella
1 year 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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Dalene
1 year ago
D) Case escalation rule
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Roslyn
1 year ago
C) Case assignment rule
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Latrice
1 year ago
B) Auto-response rule
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Annabelle
1 year ago
A) Einstein Case Routing
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Leatha
1 year ago
D) Case escalation rule
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Iluminada
1 year ago
C) Case assignment rule
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Emeline
1 year ago
B) Auto-response rule
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Taryn
1 year ago
A) Einstein Case Routing
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