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Salesforce Exam CRT-101 Topic 2 Question 98 Discussion

Actual exam question for Salesforce's CRT-101 exam
Question #: 98
Topic #: 2
[All CRT-101 Questions]

The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.

What case management tools need to be utilized for this requirement?

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Suggested Answer: B

To advertise on TV, radio, print, and social under one banner called New Runners and aggregate total statistics for this marketing effort, an administrator should use Parent campaign field on Campaign object. This field allows creating hierarchical relationships between campaigns by specifying one campaign as parent of another campaign. Parent campaigns roll up statistics from child campaigns such as number of leads generated, amount of revenue won etc. For example, an administrator can create four child campaigns for TV, radio, print and social ads respectively and link them to one parent campaign called New Runners using Parent campaign field. Junction object, lookup relationship, and master-detail relationship are not features related to Campaign object or hierarchy. Reference: https://help.salesforce.com/s/articleView?id=sf.campaigns_parent.htm&type=5


by Jashmine.P at Jul 09, 2025, 06:17 PM

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Royal
7 days ago
Hold up, did someone say 'Escalation Rules'? Sounds like a job for the Hulk! All joking aside, I think Option C is the way to go here. Gotta love those Queues and Escalation Rules.
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Cecily
11 days ago
I see your point, Gilbert, but I think Auto-response rules, Queues, Escalation Rules would be more effective in this scenario.
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Carolann
19 days ago
Hmm, this is a tough one. I'm leaning towards Option C, but I can see the logic behind Option D as well. Either way, someone's going to be 'escalating' their frustration if they don't get this right!
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Shaun
22 days ago
Option B seems the most straightforward. Auto-response rules, Queues, and Macros cover the basics of this use case. Why complicate it with Entitlements or Escalation Rules?
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Jame
3 days ago
I agree, option B covers all the necessary tools for this requirement.
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Lizette
26 days ago
I'm going with Option D. Entitlements can help ensure the right agents are assigned, and Escalation Rules are key for the 4-hour requirement.
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Josephine
6 days ago
I agree, Escalation Rules are crucial for meeting the 4-hour requirement. Option D seems like the most comprehensive solution.
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Silva
8 days ago
Option D sounds like the best choice. Entitlements will definitely help with assigning the right agents.
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Gilbert
1 months ago
I'm not sure, I think Auto-response rules, Entitlements, Escalation Rules might be better.
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Luz
1 months ago
I agree with Royce, those tools would help us manage cases efficiently.
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Royce
1 months ago
I think we should use Auto-response rules, Queues, Macros.
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Serita
2 months ago
Option C, definitely. Queues and Escalation Rules are essential for this scenario. Macros are useful, but Entitlements aren't necessary here.
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Alonso
17 days ago
Auto-response rules will help in acknowledging cases immediately.
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Karl
26 days ago
Escalation Rules will ensure that cases are not left unattended for too long.
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Tommy
1 months ago
I agree, Queues will help in organizing cases efficiently.
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