- All Exams Instant Download
Which feature should be used to fulfill this requirement?
Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.
Which feature should be used to fulfill this requirement?
A . Case assignment rule
B . Case escalation rule
C . Auto-response rule
D . Einstein Case Routing
Answer: A
Latest ADM-201 Dumps Valid Version with 361 Q&As
Latest And Valid Q&A | Instant Download | Once Fail, Full Refund
attachment
corredct answer is B
There is no escalation in the scenario. The scenario is saying the when conditions met then assign to next tier
So Correct is A only
Note: Escalation is used when there is scenario like ….if case is not resolved in given timeline then it should be escalated and assign to someone else
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000A96S6SAJ
Sorry seems like B is correct
Case Assignment only runs on record creation, so that wouldn’t work in this use case. Case escalation can be set up to be triggered by case age, so that should be your answer.