Discuss Salesforce CRT-101 Exam Topic 2 Question 98

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?

AAuto-response rules, Macros, Entitlements

BAuto-response rules, Queues, Macros

CAuto-response rules, Queues, Escalation Rules

DAuto-response rules, Entitlements, Escalation Rules

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

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31 comments · newest first

India 11 months ago

Really? Can we trust the system to escalate cases automatically?

Cordie 11 months ago

I think Queues are essential for managing cases too.

Antonio 11 months ago

Escalation Rules are a must if cases aren't resolved in time!

My 11 months ago

Totally agree, C seems like the best option here!

Talia 11 months ago

Sounds like we need auto-response rules for sure.

Alisha 12 months ago

I’m leaning towards option C because it mentions both queues and escalation rules, which seem crucial for managing the case flow effectively.

Casie 12 months ago

Escalation rules definitely seem relevant since we need to escalate cases after 4 hours, but I can't recall if they were in the same option as queues.

Xochitl 1 year ago

I think we practiced a similar question where queues were involved. I feel like they might be important here too.

Buddy 1 year ago

I remember we discussed auto-response rules in class, but I'm not sure if entitlements are necessary for this scenario.

Jamal 1 year ago

I'm feeling pretty confident about this one. The policy is clear, and the tools needed to implement it are straightforward. I think I can eliminate the other options and select C as the best answer.

Pearline 1 year ago

Okay, I've read through the question a few times now. I believe the answer is C - auto-response rules, queues, and escalation rules. That seems to cover the immediate acknowledgement, assignment to agents, and escalation if the case isn't resolved within 4 hours.

Halina 1 year ago

Hmm, I'm a bit unsure about this one. The policy mentions a few different things like acknowledgement, assignment, and escalation. I'll need to carefully consider which tools would be best suited to handle all of those aspects.

Gary 1 year ago

This looks like a straightforward case management question. I think the key is identifying the tools needed to meet the specific requirements outlined in the policy.

Royal 1 year 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.

Quiana 1 year ago

↳ replying to Royal

I agree, Option C with Auto-response rules, Queues, and Escalation Rules seems like the best choice.

Cecily 1 year ago

I see your point, Gilbert, but I think Auto-response rules, Queues, Escalation Rules would be more effective in this scenario.

Carolann 1 year 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!

Shaun 1 year 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?

Myra 1 year ago

↳ replying to Shaun

I prefer option A, it includes Entitlements which could help in managing cases more efficiently.

Van 1 year ago

↳ replying to Shaun

I think option C could also work, as it includes Queues and Escalation Rules for better case management.

Jame 1 year ago

↳ replying to Shaun

I agree, option B covers all the necessary tools for this requirement.

Lizette 1 year 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.

Josephine 1 year ago

↳ replying to Lizette

I agree, Escalation Rules are crucial for meeting the 4-hour requirement. Option D seems like the most comprehensive solution.

Silva 1 year ago

↳ replying to Lizette

Option D sounds like the best choice. Entitlements will definitely help with assigning the right agents.

Gilbert 1 year ago

I'm not sure, I think Auto-response rules, Entitlements, Escalation Rules might be better.

Luz 1 year ago

I agree with Royce, those tools would help us manage cases efficiently.

Royce 1 year ago

I think we should use Auto-response rules, Queues, Macros.

Serita 1 year ago

Option C, definitely. Queues and Escalation Rules are essential for this scenario. Macros are useful, but Entitlements aren't necessary here.

Alonso 1 year ago

↳ replying to Serita

Auto-response rules will help in acknowledging cases immediately.

Karl 1 year ago

↳ replying to Serita

Escalation Rules will ensure that cases are not left unattended for too long.

Tommy 1 year ago

↳ replying to Serita

I agree, Queues will help in organizing cases efficiently.

Salesforce CRT-101 Exam - Topic 2 Question 98 Discussion