Given a Set of Requirements, Design a Case Management Solution from Case Creation to Closure Including Case Assignment, Case Escalation, Case Resolution, and Case Disposition. AGENTFORCE-SERVICE-CONSULTANT Practice Questions (Page 3)

Questions 11–15

1. 11foundation · easy

   After a case is resolved, the support team wants to categorize the case based on the root cause. Which field should be used to capture this information?

   • ACase Origin
   • BCase Reason
   • CCase Priority
   • DCase Status
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2. 12foundation · easy

   When designing a comprehensive case management solution, which of the following should be considered to ensure a smooth lifecycle?

   • AIntegrating assignment, escalation, resolution, and closure processes
   • BOnly focusing on case creation
   • CUsing only email for case entry
   • DAvoiding automation to keep it simple
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4. 13application · medium

   A company has a service level agreement (SLA) that requires all high-priority cases to be resolved within 4 hours. The support manager wants to ensure that if a high-priority case is not resolved within 2 hours, it is automatically escalated to a senior support team. What should the consultant configure?

   • ACreate an assignment rule that assigns high-priority cases to the senior support queue immediately upon creation.
   • BCreate an escalation rule that triggers after 2 hours for high-priority cases, and assign the case to the senior support queue.
   • CCreate a validation rule that prevents high-priority cases from being closed before 2 hours.
   • DCreate a workflow rule that sends an email to the support manager after 2 hours for high-priority cases.
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   A support manager wants cases with Priority = 'High' to be automatically assigned to the 'Tier 2 Support' queue. Which feature should be used to achieve this?

   • ASupport process
   • BAssignment rule
   • CCase team
   • DEscalation rule
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6. 15application · medium

   A support manager wants to be notified when a case is escalated. The escalation rule reassigns the case to a senior queue. The manager also wants to see a history of all escalations for reporting purposes. What should the consultant configure?

   • ACreate a workflow rule that sends an email to the manager when the case owner changes.
   • BConfigure the escalation rule to send an email alert to the manager, and enable field history tracking on the case owner field.
   • CUse a process builder to create a task for the manager when the case is escalated.
   • DEnable field history tracking on the case status field.
   Reveal Solution Discussion Select an answer first