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Question 97/117
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?
How should this be configured?
Correct Answer: D
Explanation
Escalation rules allow you to escalate cases based on certain criteria, such as time or priority. You can use escalation rules to transfer unassigned cases to the appropriate service representative within a specified time frame.
References: https://help.salesforce.com/s/articleView?id=sf.customize_escalation.htm&type=5
Escalation rules allow you to escalate cases based on certain criteria, such as time or priority. You can use escalation rules to transfer unassigned cases to the appropriate service representative within a specified time frame.
References: https://help.salesforce.com/s/articleView?id=sf.customize_escalation.htm&type=5
- Question List (117q)
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Recent Comments (The most recent comments are at the top.)
Nevermind- I think it actually is escalation rules because: You can use escalation rules for unassigned cases by using the option in the "Specify how escalation times are set" section to "When case is created".
Therefore, escalation rules is the answer here
Correct answer is: A. Assignment Rules.
A case is created and Assignment Rules are used to assign it to a Queue, for example. If it is not claimed by an Agent, you can use Escalation rules that trigger 5 hours after Creation Date to transfer it accordingly.
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000Jg4FkSAJ