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 3)

Questions 11–15

1. 11application · medium

   A company wants to send a different auto-response email for cases submitted via web-to-case versus email-to-case. What is the best way to differentiate the auto-response?

   • ACreate two auto-response rules, each with a criteria based on the case's 'Origin' field (e.g., 'Web' vs 'Email').
   • BUse an escalation rule to send different emails based on the case source.
   • CCreate two separate email templates and manually send them based on the case source.
   • DUse a single auto-response rule with a dynamic email template that changes based on the case source.
   Reveal Solution Discussion Select an answer first
2. 12application · medium

   A company has multiple record types for cases: 'Billing', 'Technical', and 'General'. They want to assign cases to different queues based on the record type. What is the best way to configure this?

   • AUse a workflow rule to assign cases based on record type.
   • BCreate a single assignment rule with multiple rule entries, each with criteria for a record type and a corresponding queue assignment.
   • CCreate a separate assignment rule for each record type and activate all of them.
   • DUse case teams to assign cases to queues based on record type.
   Reveal Solution Discussion Select an answer first
4. 13foundation · easy

   A company wants to allow customers to submit support cases directly from their public website. Which Salesforce feature should be used?

   • ACase Assignment Rule
   • BCase Team
   • CEmail-to-Case
   • DWeb-to-Case
   Reveal Solution Discussion Select an answer first
5. 14foundation · easy

   What is the primary purpose of a case team?

   • ATo automatically assign cases to users based on criteria
   • BTo escalate cases to higher-level support
   • CTo add multiple users with specific roles and access levels to a case for collaboration
   • DTo send automatic email replies to customers
   Reveal Solution Discussion Select an answer first
6. 15foundation · easy

   A Salesforce administrator needs to automatically route new cases to a specific support queue based on the case's priority. Which feature should the administrator configure?

   • ACase team
   • BAssignment rule
   • CEscalation rule
   • DAuto-response rule
   Reveal Solution Discussion Select an answer first