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 2)

Questions 6–10

1. 6foundation · easy

   A support team needs multiple users with different roles and access levels to collaborate on a single case. Which feature should be used?

   • AEscalation rule
   • BAssignment rule
   • CAuto-response rule
   • DCase team
   Reveal Solution Discussion Select an answer first
2. 7foundation · easy

   A support team wants to automatically create cases from emails sent by customers to a dedicated support address. Which feature should be configured?

   • AAuto-response rule
   • BWeb-to-Case
   • CEscalation rule
   • DEmail-to-Case
   Reveal Solution Discussion Select an answer first
4. 8foundation · easy

   Which of the following is an example of a time-based event that can trigger case automation?

   • AA case field being updated
   • BA case being created
   • CA case being overdue
   • DA case being assigned
   Reveal Solution Discussion Select an answer first
5. 9expert · medium

   A company uses web-to-case for customer submissions. They want to ensure that cases submitted from a specific campaign (e.g., a promotional URL) are assigned to a dedicated queue and receive a special auto-response. The web-to-case form includes a hidden field for 'Campaign_ID'. What is the best way to achieve this?

   • AUse a workflow rule to update the queue and send the email based on the 'Campaign_ID'.
   • BCreate a case team for the campaign and add the queue as a member.
   • CUse an escalation rule to assign the case to the queue and send the email after 1 hour.
   • DCreate an assignment rule with criteria on the 'Campaign_ID' field to assign to the dedicated queue, and an auto-response rule with the same criteria to send the special email.
   Reveal Solution Discussion Select an answer first
6. 10foundation · easy

   When a new case is created, which automation typically runs first?

   • ACase teams
   • BAuto-response rules
   • CEscalation rules
   • DAssignment rules
   Reveal Solution Discussion Select an answer first