Given a Scenario, Identify How to Automate Case Management (e.g., Case Assignment, Auto-Response, Escalation, Web-To-Case, Email-To-Case, Case Teams). PLATFORM-ADMINISTRATOR Practice Questions (Page 1)

Questions 1–5

1. 1foundation · easy

   Which of the following can trigger case automation processes?

   • AOnly case creation
   • BOnly field updates
   • COnly time-based events
   • DCase creation, field updates, or time-based events
   Reveal Solution Discussion Select an answer first
2. 2application · medium

   A case is created via web-to-case. The admin has active assignment rules, auto-response rules, and escalation rules. What is the correct order of execution for these automations?

   • AAuto-response rule, then assignment rule, then escalation rule.
   • BEscalation rule, then assignment rule, then auto-response rule.
   • CAll three run simultaneously at case creation.
   • DAssignment rule, then auto-response rule, then escalation rule (if time-based criteria are met).
   Reveal Solution Discussion Select an answer first
4. 3application · medium

   An admin is configuring email-to-case and wants to ensure that emails from a specific domain (e.g., 'spam.com') are not created as cases. What is the best way to achieve this?

   • AUse email-to-case's 'Blocked Email Addresses' feature to block the domain.
   • BUse a validation rule to block cases from that domain.
   • CCreate an assignment rule that does not assign cases from that domain.
   • DSet up an auto-response rule to send a 'blocked' email to spam senders.
   Reveal Solution Discussion Select an answer first
5. 4application · medium

   A company wants to use web-to-case but is concerned about spam submissions. They want to add a CAPTCHA to the form. What is the recommended approach?

   • AUse Salesforce's built-in CAPTCHA option in the web-to-case HTML generation.
   • BCreate a validation rule on the Case object to block spam submissions.
   • CSet the web-to-case form to require a valid email address.
   • DUse an auto-response rule to filter out spam emails.
   Reveal Solution Discussion Select an answer first
6. 5foundation · easy

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

   • ATo assign cases to users or queues based on criteria
   • BTo automatically escalate cases that meet certain criteria, such as overdue cases
   • CTo send automatic email replies to customers
   • DTo add multiple users to a case for collaboration
   Reveal Solution Discussion Select an answer first