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Difficulty: MediumCase Automation Rules (Assignment, Auto-Response, and Escalation)

A support manager at a telecommunications company requires newly created Web-to-Case records to be automatically routed to specific queues based on product category. Furthermore, any high-priority case that remains open for more than four hours must be automatically reassigned to a senior manager queue. Which configuration should a Salesforce Administrator implement to meet these requirements?

  1. Configure Case Assignment Rules to route incoming cases to queues based on product category, and configure Escalation Rules to reassign unresolved high-priority cases after four hours.Answer
  2. B
    Configure Escalation Rules to route incoming cases to queues based on product category, and configure Auto-Response Rules to reassign unresolved high-priority cases after four hours.
  3. C
    Configure Case Assignment Rules to route incoming cases to queues based on product category, and configure Auto-Response Rules to reassign unresolved high-priority cases after four hours.
  4. D
    Configure Auto-Response Rules to route incoming cases to queues based on product category, and configure Case Assignment Rules with time-based criteria to reassign unresolved high-priority cases after four hours.

Answer

Configure Case Assignment Rules to route incoming cases to queues based on product category, and configure Escalation Rules to reassign unresolved high-priority cases after four hours.
Case Assignment Rules automatically assign ownership of newly created cases to specific users or queues based on defined criteria such as product category. Escalation Rules track open cases over time and automatically reassign or escalate them when SLA thresholds, such as four hours without resolution, are exceeded.

Step-by-Step Solution

1
Determine the tool required for initial case owner distribution upon creation.
Identify Case Assignment Rules as the mechanism to set ownership or queue routing based on field criteria like product category.
Assignment rules run when cases are created to assign them to the correct agent or queue.
2
Determine the tool required for time-elapsed reassignment of open cases.
Identify Escalation Rules as the feature that monitors case age and triggers reassignment or notification actions when SLA limits (four hours) are reached.
Escalation rules evaluate open cases against business hours and criteria to escalate unresolved records.

Key Concept

Case Automation Rules Distinction (Assignment vs Escalation vs Auto-Response)
Estimated Time:1m 30s
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Topics

Case Automation Rules (Assignment, Auto-Response, and Escalation)

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