Salesforce-Certified-Administrator Exam Dumps | Universal Containers (UC) customers have provided feedback that their support cases are not being responded

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Question 90

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Question 90/114

Universal Containers (UC) customers have provided feedback that their support cases are not being responded to quickly enough. UC wants to send all unassigned Cases that have been open for more than two hours to an urgent Case queue and alert the support manager.
Which feature should an administrator configure to meet this requirement?

A. Case Escalation Rules

B. Case Dashboard Refreshes

C. Case Scheduled Report

D. Case Assignment Rules

Correct Answer: A

Explanation
Case escalation rules are a featurethat can be used to meet this requirement. Case escalation rules can automatically escalate cases that meet certain criteria, such as being open for more than a specified time or having a certain priority. Escalation rules can assign cases to a different owner or queue and send email notifications to the support manager or other recipients.
References:https://help.salesforce.com/s/articleView?id=sf.case_escalation.htm&type=5

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