A System Administrator is setting up automated case management processes for a customer support team in Salesforce. Which two business requirements can be fulfilled specifically by configuring Case Escalation Rules? (Select two.)
- Automatically reassign an open case to a escalation queue if it remains unresolved for more than four hours.Answer
- Send notification email alerts to support managers when a high-priority case breaches its resolution timeframe.Answer
- CAssign newly submitted support cases to specific queues immediately upon record creation based on record type.
- DSend an immediate automated confirmation email to a customer with a reference number when a case is logged.
Answer
Case Escalation Rules are used to reassign open cases to higher-tier queues after a specified elapsed time and to send alert emails to managers when time-based SLA thresholds are exceeded.
Case Escalation Rules execute time-sensitive escalation actions when cases remain open longer than defined time limits. Valid actions include reassigning the case to a different user or queue and sending alert emails to case owners, managers, or additional recipients.
Step-by-Step Solution
Key Concept
Case Escalation Rules perform time-triggered actions on unresolved cases, such as reassigning ownership and emailing notifications when SLAs are threatened.