Name: Salesforce.ADM-201.v2023-10-09.q118 Question 69
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Question 69

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Question 69/118

The administrator at Ursa Major Solar need to make sure the unassigned cases from VP customers get transferred to the appropriate service representative within 5 hours. VIP Customers have access to support 24 hours a day.
How should this be configured?

A. Case Queues

B. Assignment Rules.

C. Escalation Rules

D. Business Hours.

Correct Answer: B

Recent Comments (The most recent comments are at the top.)

New - Jun 17, 2024

Why not A? Please explain. I found this information elsewhere: To ensure that unassigned cases from VIP customers at Ursa Major Solar get transferred to the appropriate service representative within 5 hours, the administrator should configure Case Queues. Case Queues are used to automatically route cases to specific groups of users based on certain criteria.

Alice Asami - Jan 09, 2024

In the trailhead, the best answer is B

Joyce - Oct 26, 2023

The correct answer is B

Escalation rules will be helpful only when certain periods are over. and after periods, it should be assigned to different users
our question is to assign case within 5 hours not after 5 hours. if question was asked like "Assign case after 5 hours", then Escalation can be helpful.

Mohamed Cherkaoui - Oct 16, 2023

The correct answer is C not B , here is why :

Case escalation rules in Salesforce are used to reassign and optionally notify individuals when a case is not closed within a specified time period.

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