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Salesforce Service-Con-201 Exam - Topic 3 Question 13 Discussion

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond toincoming cases within 2 hours of case creation.Which best practice will help UC meet its SLA?
A) Assign cases to queues and use Escalation Rules to escalate cases that remain unassigned to an agent within 1 hour.
B) Use Flow Builder to assign a task to all members of a queue if a case remains unassigned to any agent within 1 hour.
C) Use case auto-response rules to send an email to support managers within 1 hour of case creation.

Salesforce Service-Con-201 Exam - Topic 3 Question 13 Discussion

Actual exam question for Salesforce's Service-Con-201 exam
Question #: 13
Topic #: 3
[All Service-Con-201 Questions]

Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent to take ownership of and respond to

incoming cases within 2 hours of case creation.

Which best practice will help UC meet its SLA?

Show Suggested Answer Hide Answer
Suggested Answer: A

To meet the SLA of responding to incoming cases within 2 hours, assigning cases to queues and using Escalation Rules to escalate unassigned cases within 1 hour is the best practice. This approach ensures that cases are promptly assigned to the appropriate agents, and escalation rules help to prioritize and alert agents or managers to cases at risk of breaching the SLA, facilitating timely responses.


by Ivan at Jun 22, 2026, 09:16 PM

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Cary
3 days ago
B? How does that help?
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Lizbeth
8 days ago
I prefer B.
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Nilsa
13 days ago
It ensures cases get assigned quickly.
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Cary
18 days ago
Why A?
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Nilsa
23 days ago
I think option A is the best.
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Cassie
29 days ago
Definitely A) - escalation is key to meeting SLAs!
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Carol
1 month ago
Wait, can we really assign tasks to everyone in a queue? Sounds complicated!
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Stephania
1 month ago
C) is just for notifications, not really helping with the SLA.
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Jesusita
1 month ago
I disagree, B) could be more effective since it involves the whole team.
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Margot
2 months ago
A) seems like the best option to ensure cases get picked up quickly.
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Margery
2 months ago
I’m a bit confused about the best approach here. I thought auto-response rules were more for communication rather than actually assigning cases.
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Carmelina
2 months ago
I recall a similar question where we had to prioritize case assignments. I think option C is less about ownership and more about notifications, so it might not help meet the SLA directly.
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Genevive
2 months ago
I'm not entirely sure, but I feel like option B could be effective too. Assigning tasks to all queue members might speed things up.
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Linn
2 months ago
I remember we discussed the importance of timely case assignment in our last study session. I think option A makes sense since it involves escalation rules.
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