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Salesforce Exam CRT-211 Topic 4 Question 75 Discussion

Actual exam question for Salesforce's CRT-211 exam
Question #: 75
Topic #: 4
[All CRT-211 Questions]

AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.

How should an administrator ensure cases are properly prioritized?

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Suggested Answer: D

A permission set is a collection of settings and permissions that give users access to various tools and functions. The View All Data permission allows users to view all data, regardless of sharing settings. By creating a permission set with this permission and assigning it to the subset of users, the administrator can meet the requirement without changing their profiles or roles. Reference: https://help.salesforce.com/s/articleView?id=sf.perm_sets_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.admin_general_permissions.htm&type=5


by Josphine at Aug 04, 2023, 06:33 AM

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Avery
27 days ago
I bet the exam writers are just trying to trip us up with that auto-response option. Like, who'd actually think that's the solution here?
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Stefany
13 hours ago
I think auto-response rules could help in acknowledging the case quickly.
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Skye
11 days ago
A) Auto-Response Rules
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Tamesha
1 months ago
Auto-response rules? Really? How is that going to help with prioritization? Might as well just send a generic 'we got your ticket' message.
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Cordelia
1 months ago
Hmm, I'm leaning towards assignment rules. That way you can route cases to the right team or agent right off the bat.
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Mona
8 days ago
B) Escalation Rules
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Torie
10 days ago
A) Auto-Response Rules
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Sherill
1 months ago
Workflow rules could be a good option too, to help streamline the process and make sure nothing falls through the cracks.
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Bulah
1 months ago
Escalation rules sound like the way to go here. That'll ensure high-priority cases get the attention they need within the SLA.
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Emilio
13 hours ago
C) Assignment Rules
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Louvenia
2 days ago
B) Escalation Rules
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Lemuel
14 days ago
A) Auto-Response Rules
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Nakisha
2 months ago
I believe Assignment Rules can also be useful in prioritizing cases based on criteria.
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Hollis
2 months ago
I agree with Thaddeus. Escalation Rules can help us meet the 4-hour SLA.
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Thaddeus
2 months ago
I think we should use Escalation Rules to ensure cases are properly prioritized.
upvoted 0 times
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