An administrator wants to ensure that when a support agent adds a comment to a case, the customer is automatically notified via email. What should the administrator configure?

Set up an escalation rule to notify the customer

Enable 'Case Comment Notifications' in the case layout

Enable the 'Send Email to Contact' option in Case Comment settings

Create an auto-response rule for case comments

A company has a support team that handles cases from different regions. They want to automatically assign cases to regional queues, but only if the case is not already assigned. They also want to ensure that cases with a VIP customer are assigned to a dedicated VIP queue. What should the administrator configure?

Use case comments to manually assign cases

Create assignment rules with criteria for region and VIP status, and ensure the rules are ordered so VIP criteria are evaluated first

Set the default case owner to a queue

Create escalation rules with criteria for region and VIP status

A support manager wants to ensure that when a case is escalated, the customer is automatically notified via email, and the escalation details are recorded in a case comment. What should the administrator configure?

Create an escalation rule with an email alert and a case comment action

Create an auto-response rule with an email alert

Create a workflow rule on the case object with an email alert and a case comment action

Manually send an email and add a comment

An organization wants to automatically assign new cases to a queue based on the case's region field. They also want to prevent cases from being assigned to a specific user who is on leave. What should the administrator configure?

Case comments to manually assign cases

Assignment rules with criteria based on region, and ensure the user is not in the assignment rule's user list

Escalation rules with criteria based on region

Case settings to set a default owner

SalesforceCertified Administrator

Domain 6Objective 1

Describe the Capabilities of Case Management (e.g., Case Processes, Case Settings, and Case Comments). PLATFORM-ADMINISTRATOR Practice Questions (Page 1)

Part of the SERVICE AND SUPPORT APPLICATIONS domain, which accounts for 12% of the PLATFORM-ADMINISTRATOR exam.

20questions here

4free pages

3concepts

12%of the exam

Questions 1–5

1application · medium
An administrator wants to ensure that when a support agent adds a comment to a case, the customer is automatically notified via email. What should the administrator configure?
Select an answer first
2expert · medium
A company has a support team that handles cases from different regions. They want to automatically assign cases to regional queues, but only if the case is not already assigned. They also want to ensure that cases with a VIP customer are assigned to a dedicated VIP queue. What should the administrator configure?
Select an answer first
3application · easy
A support manager wants to ensure that any case not resolved within 4 hours is automatically escalated to a senior agent. Which feature should the administrator use?
Select an answer first
4expert · medium
A support manager wants to ensure that when a case is escalated, the customer is automatically notified via email, and the escalation details are recorded in a case comment. What should the administrator configure?
Select an answer first
5application · medium
An organization wants to automatically assign new cases to a queue based on the case's region field. They also want to prevent cases from being assigned to a specific user who is on leave. What should the administrator configure?
Select an answer first

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Describe the Capabilities of Case Management (e.g., Case Processes, Case Settings, and Case Comments). PLATFORM-ADMINISTRATOR Practice Questions (Page 1)

Questions 1–5

An administrator wants to ensure that when a support agent adds a comment to a case, the customer is automatically notified via email. What should the administrator configure?

A support manager wants to ensure that any case not resolved within 4 hours is automatically escalated to a senior agent. Which feature should the administrator use?

A support manager wants to ensure that when a case is escalated, the customer is automatically notified via email, and the escalation details are recorded in a case comment. What should the administrator configure?

An organization wants to automatically assign new cases to a queue based on the case's region field. They also want to prevent cases from being assigned to a specific user who is on leave. What should the administrator configure?

Keep studying — SERVICE AND SUPPORT APPLICATIONS