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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?

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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Gearldine
23 days 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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Oliva
2 days ago
A) Einstein Case Routing
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Kristofer
26 days ago
D) Case escalation rule for sure! It's like a superhero for your SLA problems. Kapow!
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Kimberely
9 days ago
A) Einstein Case Routing might also be a good option to consider.
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Sherill
18 days ago
C) Case assignment rule would be more appropriate for this scenario.
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Malcolm
1 months 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 months ago
Hmm, I'm torn between B) Auto-response rule and D) Case escalation rule. Decisions, decisions...
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Terrilyn
1 days ago
D) Case escalation rule is the way to go for automatically re-assigning cases that meet the SLA.
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Corinne
9 days ago
I would go with A) Einstein Case Routing for this scenario.
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Olive
19 days ago
I think C) Case assignment rule would be the best option for this requirement.
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Bobbye
1 months ago
I agree with Leonida, Case assignment rule makes sense for re-assigning cases based on SLA.
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Eve
1 months 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 months ago
I think the answer is C) Case assignment rule.
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Ardella
2 months 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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Roslyn
C) Case assignment rule
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Latrice
1 days ago
B) Auto-response rule
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Annabelle
2 days ago
A) Einstein Case Routing
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Leatha
3 days ago
D) Case escalation rule
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Iluminada
4 days ago
C) Case assignment rule
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Emeline
9 days ago
B) Auto-response rule
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Taryn
1 months ago
A) Einstein Case Routing
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