What is the primary purpose of an escalation rule in case management?

To automatically send a thank-you email to the customer

To reassign or notify when a case is not resolved within a specified time

To automatically close cases that are inactive for a period

To assign cases to the most appropriate support agent

A support team wants to automatically send a survey to customers after a case is closed. Which feature should they use?

Workflow rule with a time trigger on case close

A support agent wants to add a note to a case that is visible to the customer, but they also want to add an internal note that only the support team can see. What should the agent do?

Use the case history to add internal notes

Add a single case comment with 'Is Visible to Customer' checked

Add a single case comment with 'Is Visible to Customer' unchecked

Add two case comments: one with 'Is Visible to Customer' checked and one unchecked

An organization wants to ensure that when a case is created, it is automatically assigned to the case owner's queue, but only if the case is not created by a specific high-volume customer. For that customer, cases should be assigned to a dedicated support agent. What should the administrator configure?

Create an assignment rule with criteria to exclude the high-volume customer, and a separate rule for that customer

Use case comments to manually assign cases

Set the default case owner to the dedicated agent

Create an escalation rule to reassign cases

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 4)

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 16–20

16foundation · easy
What is the primary purpose of an escalation rule in case management?
Select an answer first
17foundation · easy
In Salesforce case settings, which option controls how case numbers are generated?
Select an answer first
18application · medium
A support team wants to automatically send a survey to customers after a case is closed. Which feature should they use?
Select an answer first
19application · easy
A support agent wants to add a note to a case that is visible to the customer, but they also want to add an internal note that only the support team can see. What should the agent do?
Select an answer first
20expert · medium
An organization wants to ensure that when a case is created, it is automatically assigned to the case owner's queue, but only if the case is not created by a specific high-volume customer. For that customer, cases should be assigned to a dedicated support agent. 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 4)

Questions 16–20

What is the primary purpose of an escalation rule in case management?

In Salesforce case settings, which option controls how case numbers are generated?

A support team wants to automatically send a survey to customers after a case is closed. Which feature should they use?

A support agent wants to add a note to a case that is visible to the customer, but they also want to add an internal note that only the support team can see. What should the agent do?

Keep studying — SERVICE AND SUPPORT APPLICATIONS