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 5)

Questions 21–25

1. 21application · medium

   A company uses web-to-case for customer submissions. They notice that some cases are not being assigned according to the assignment rule, even though the rule is active. What is a likely cause?

   • AWeb-to-case bypasses assignment rules entirely.
   • BThe assignment rule is not set to 'Active' on the case object.
   • CThe web-to-case form does not include the field that the assignment rule uses for criteria.
   • DThe case owner is a queue, and queues cannot be used in assignment rules.
   Reveal Solution Discussion Select an answer first
2. 22application · medium

   An admin is configuring email-to-case for a support mailbox. The requirement is that when a customer sends an email with an attachment, the attachment should be saved to the case record. What must the admin do?

   • AEnable 'Attachment' in the email-to-case settings for the routing address.
   • BSet the case's 'Attachment' field to 'Yes' in the email-to-case routing address.
   • CCreate a workflow rule to save email attachments to the case.
   • DUse web-to-case instead because email-to-case does not support attachments.
   Reveal Solution Discussion Select an answer first
4. 23application · medium

   A support team wants to use case teams for collaboration. The admin creates a case team with a predefined role of 'Support Engineer' with read/write access. When adding a user to the case team, the admin notices that the access level is not configurable. What is the likely reason?

   • AThe access level is defined by the team role, not by the individual user.
   • BThe case team is not associated with a case record type.
   • CThe user is not a member of the case team's public group.
   • DThe admin does not have permission to modify case team access levels.
   Reveal Solution Discussion Select an answer first
5. 24application · medium

   A complex case requires collaboration from a support agent, a product specialist, and a legal advisor. The support agent should be the case owner, the product specialist should have read/write access, and the legal advisor should have read-only access. What is the most efficient way to set this up?

   • ACreate a queue and add all three users to the queue, then assign the case to the queue.
   • BCreate a case team with predefined team roles and add the three users with appropriate access levels.
   • CManually share the case with each user and set the access level individually.
   • DUse a case assignment rule to assign the case to all three users simultaneously.
   Reveal Solution Discussion Select an answer first
6. 25foundation · easy

   A support manager wants customers to receive an automatic email acknowledgment immediately after their case is created. Which feature should be configured?

   • ACase team
   • BAuto-response rule
   • CAssignment rule
   • DEscalation rule
   Reveal Solution Discussion Select an answer first