Service-Cloud-Consultant Exam Dumps | UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority,

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Question 29/122

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

A. Create a custom trigger to generate history when cases get escalated between tiers.

B. Create a case report to show the number of cases for each tier and sort them by case owner.

C. Create a case report to show all cases across tiers filtered by an escalation flag.

D. Create an approval process to ensure only the appropriate cases get escalated.

Correct Answer: C

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