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Salesforce.Service-Cloud-Consultant.v2024-05-23.q117
Question 47

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Question 47/117

Universal Containers wants to notify Support Managers when a new case have been untouched from more than two business days.
Which approach should a consultant implement?

A. Define case auto-response rules.

B. Estabalish case assignment rules.

C. Use Flow Builder to create a flow with scheduled path.

D. Configure case escalation rules.

Correct Answer: D

Case escalation rules are used to automatically escalate cases based on certain criteria, such as case age, priority, status, or owner. Escalation rules can trigger actions such as sending email notifications, assigning cases to queues or users, or changing field values. Case escalation rules are the best approach to notify Support Managers when a new case has been untouched for more than two business days. Verified References: Service Cloud Consultant Certification Guide & Tips, Set Up Escalation Rules

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