A System Administrator at a solar equipment manufacturer needs to configure automated case handling in Salesforce Service Cloud. When a customer submits a new case, it must immediately be assigned to a designated Tier 1 support queue. If a high-priority case remains open and unresolved after 4 hours, the system must reassign the case to the Tier 2 management queue and send an alert to the support supervisor.
Which two automated rule types should the administrator configure to meet these requirements? (Select 2 answers)
- Case Assignment Rule to route newly logged cases to the Tier 1 support queue based on criteria upon creation.Cevap
- Case Escalation Rule to reassign open cases to Tier 2 management after 4 hours and send a notification email.Cevap
- CCase Escalation Rule to perform initial routing of newly logged cases to Tier 1 support queues upon case creation.
- DAuto-Response Rule to reassign high-priority unresolved cases to the Tier 2 management queue after 4 hours.
Cevap
The administrator should configure a Case Assignment Rule for initial routing of new cases to Tier 1 queues, and a Case Escalation Rule to handle the time-based reassignment to Tier 2 management along with supervisor notification.
Case Assignment Rules set initial ownership when cases are created, directing them to the Tier 1 support queue. Case Escalation Rules continuously monitor open cases against defined SLA thresholds (such as 4 hours unresolved) and execute escalation actions to reassign ownership to Tier 2 management and send notifications.
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Anahtar Kavram
Distinction between Case Assignment Rules (initial ownership routing on creation) and Case Escalation Rules (time-triggered actions for open cases).