Discuss Salesforce ADX-201 Exam Topic 8 Question 85

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?

AEinstein Case Routing

BAuto-response rule

CCase assignment rule

DCase escalation rule

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

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38 comments · newest first

Aleshia 11 months ago

Wait, isn't Einstein Case Routing the best option here?

Josphine 11 months ago

I think Case assignment rule could work too.

Eliz 11 months ago

I thought SLAs were handled differently, this seems off.

Jeanice 11 months ago

Not sure if auto-response rules fit this scenario at all.

Clarinda 11 months ago

Definitely need a Case escalation rule for that!

Larue 12 months ago

Case escalation rule sounds familiar for this scenario, but I wonder if there are any specific conditions we need to consider.

Herman 12 months ago

I'm leaning towards Einstein Case Routing, but I feel like it might not specifically handle the SLA timing aspect.

Serina 1 year 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.

Shoshana 1 year 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.

Anisha 1 year 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.

Scarlet 1 year 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.

Vicky 1 year 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.

Ma 1 year 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.

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.

Angelo 1 year ago

↳ replying to Gearldine

D) Case escalation rule

Cornell 1 year ago

↳ replying to Gearldine

C) Case assignment rule

Oliva 1 year ago

↳ replying to Gearldine

A) Einstein Case Routing

Kristofer 2 years ago

D) Case escalation rule for sure! It's like a superhero for your SLA problems. Kapow!

Nell 1 year ago

↳ replying to Kristofer

D) Case escalation rule could work, but it may not be the best fit for this specific requirement.

Kimberely 1 year ago

↳ replying to Kristofer

A) Einstein Case Routing might also be a good option to consider.

Sherill 1 year ago

↳ replying to Kristofer

C) Case assignment rule would be more appropriate for this scenario.

Malcolm 2 years ago

I'm not sure, but I think D) Case escalation rule could also be a possibility for automatically re-assigning cases.

Kristin 2 years ago

Hmm, I'm torn between B) Auto-response rule and D) Case escalation rule. Decisions, decisions...

Terrilyn 1 year ago

↳ replying to Kristin

D) Case escalation rule is the way to go for automatically re-assigning cases that meet the SLA.

Corinne 1 year ago

↳ replying to Kristin

I would go with A) Einstein Case Routing for this scenario.

Olive 1 year ago

↳ replying to Kristin

I think C) Case assignment rule would be the best option for this requirement.

Bobbye 2 years ago

I agree with Leonida, Case assignment rule makes sense for re-assigning cases based on SLA.

Eve 2 years 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.

Leonida 2 years ago

I think the answer is C) Case assignment rule.

Ardella 2 years 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.

Dalene 1 year ago

↳ replying to Ardella

D) Case escalation rule

Roslyn 1 year ago

↳ replying to Ardella

C) Case assignment rule

Latrice 1 year ago

↳ replying to Ardella

B) Auto-response rule

Annabelle 1 year ago

↳ replying to Ardella

A) Einstein Case Routing

Leatha 1 year ago

↳ replying to Ardella

D) Case escalation rule

Iluminada 1 year ago

↳ replying to Ardella

C) Case assignment rule

Emeline 1 year ago

↳ replying to Ardella

B) Auto-response rule

Taryn 2 years ago

↳ replying to Ardella

A) Einstein Case Routing

Salesforce ADX-201 Exam - Topic 8 Question 85 Discussion