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 4)

Questions 16–20

1. 16foundation · easy

   When configuring Email-to-Case, what must be set up to receive emails for case creation?

   • ACase escalation rules
   • BWeb-to-Case HTML code
   • CRouting addresses
   • DCase assignment rules
   Reveal Solution Discussion Select an answer first
2. 17foundation · easy

   What does Web-to-Case generate that allows customers to submit cases from a website?

   • AA case assignment rule
   • BA case escalation rule
   • CHTML code to embed in a website
   • DAn email routing address
   Reveal Solution Discussion Select an answer first
4. 18foundation · easy

   What is the correct order of rule evaluation for case automation?

   • AEscalation rules, then assignment rules, then auto-response rules
   • BAssignment rules, then auto-response rules, then escalation rules
   • CAuto-response rules, then assignment rules, then escalation rules
   • DAssignment rules, then escalation rules, then auto-response rules
   Reveal Solution Discussion Select an answer first
5. 19expert · medium

   A support team wants to use case teams for collaboration. They have a requirement that certain users should have read-only access to cases, while others should have read/write access. The admin creates a case team with two roles: 'Read-Only' and 'Read/Write'. When adding a user to the case team, the admin selects the 'Read-Only' role, but the user still has read/write access. What is the likely cause?

   • AThe case team role 'Read-Only' is not active.
   • BThe user is also a member of the case team with the 'Read/Write' role.
   • CThe case team is not associated with the correct record type.
   • DThe user's profile or permission set grants read/write access to cases, overriding the case team role's access level.
   Reveal Solution Discussion Select an answer first
6. 20foundation · easy

   What is the primary purpose of an auto-response rule in case management?

   • ATo add team members to the case
   • BTo send an automatic email reply to the customer
   • CTo escalate the case to a manager
   • DTo assign the case to a support agent
   Reveal Solution Discussion Select an answer first