Describe the Capabilities of Case Management (e.g., Case Processes, Case Settings, and Case Comments). PLATFORM-ADMINISTRATOR Practice Questions (Page 3)

Questions 11–15

1. 11application · medium

   A company wants to ensure that when a high-priority case is created, the case owner is automatically assigned to the most appropriate support agent based on the product line. They also want the customer to receive an immediate acknowledgment email. Which two features should the administrator configure?

   • AEscalation rules and case comments
   • BAssignment rules and escalation rules
   • CAuto-response rules and case comments
   • DAssignment rules and auto-response rules
   Reveal Solution Discussion Select an answer first
2. 12foundation · easy

   Which feature in Salesforce automatically sends a predefined email response to a customer when a new case is created?

   • AAuto-response rule
   • BAssignment rule
   • CCase comment
   • DEscalation rule
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   Which case setting determines whether the case owner can be changed by users without special permissions?

   • ACase Number Format
   • BCase Comment Settings
   • CCase Assignment Settings
   • DCase Owner
   Reveal Solution Discussion Select an answer first
5. 14application · medium

   A company wants to automatically escalate a case if it is not closed within 24 hours, but only for cases with a priority of 'High' or 'Critical'. What should the administrator configure?

   • ACase settings to set a default escalation time
   • BEscalation rule with criteria for priority and a time trigger of 24 hours
   • CAssignment rule with criteria for priority
   • DAuto-response rule with criteria for priority
   Reveal Solution Discussion Select an answer first
6. 15expert · medium

   A support manager wants to ensure that all customer-facing communication on a case is tracked in case comments, but they also want to prevent agents from deleting or editing comments after they are published. What should the administrator do?

   • AUse case history to track communication
   • BUse email-to-case to track communication
   • CUse case comments and restrict edit/delete permissions via field-level security or permission sets
   • DUse an auto-response rule to log comments
   Reveal Solution Discussion Select an answer first