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Salesforce Exam CRT-101 Topic 1 Question 87 Discussion

Actual exam question for Salesforce's CRT-101 exam
Question #: 87
Topic #: 1
[All CRT-101 Questions]

Universal Containers (UC) customers have provided feedback that their support cases are not

being responded to quickly enough. UC wants to send all unassigned Cases that have been open for

more than two hours to an urgent Case queue and alert the support manager.

Which feature should an administrator configure to meet this requirement?

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Suggested Answer: C

To track assigned licenses and permission sets in Salesforce instead of using a spreadsheet, an administrator should use User Report type on Report object. User Report type allows creating reports that show information about users such as their profile, role, license type, active status, login history etc. It also allows adding fields related to permission sets such as Permission Set Assignments or Permission Set License Assignments. For example, an administrator can create a User Report that shows user name, profile name, user license name, permission set assignments count etc. Login History, Lightning Usage App, or Permission Set Groups are not features that can be used to track assigned licenses and permission sets in Salesforce. Reference: https://help.salesforce.com/s/articleView?id=sf.reports_report_types_standard_user.htm&type=5


by Brynn at Oct 24, 2024, 05:23 PM

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Lonny
7 days ago
I'm not sure, but I think Case Escalation Rules could also help in escalating the Cases to the support manager.
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Terina
10 days ago
I agree with Lanie. Case Assignment Rules would automatically assign unassigned Cases to the urgent Case queue.
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Lanie
14 days ago
I think the answer is D) Case Assignment Rules.
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