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You have determined that one of your products has a known fault. You want to ensure that all cases with that product are automatically assigned to the escalation team. Which feature in SAP Service Cloud Version 2 would you use to do this?
Correct Answer: B
Case routing is a feature that allows you to define rules for automatically assigning cases to teams or employees based on certain attributes, such as the product, channel, priority, or subject of the case. You can use case routing to ensure that all cases with a specific product that has a known fault are routed to the escalation team, who can handle them with higher priority and expertise. You can configure case routing rules in SAP Service Cloud Version 2 by going to Settings -> Cases -> Case Routing to Team or Case Routing to Employees. References = Configuring Case Routing Rules, page 2 and 3.
