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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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Carolann
2 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
6 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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Lizette
10 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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Gilbert
14 days ago
I'm not sure, I think Auto-response rules, Entitlements, Escalation Rules might be better.
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Luz
20 days ago
I agree with Royce, those tools would help us manage cases efficiently.
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Royce
23 days ago
I think we should use Auto-response rules, Queues, Macros.
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Serita
29 days 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
20 hours ago
Auto-response rules will help in acknowledging cases immediately.
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Karl
10 days ago
Escalation Rules will ensure that cases are not left unattended for too long.
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Tommy
15 days ago
I agree, Queues will help in organizing cases efficiently.
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