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 6)

Questions 26–28

1. 26foundation · easy

   A support manager wants cases that have not been resolved within 24 hours to be automatically reassigned to a senior support agent. Which feature should be used?

   • AAssignment rule
   • BAuto-response rule
   • CCase team
   • DEscalation rule
   Reveal Solution Discussion Select an answer first
2. 27application · medium

   An escalation rule is set to escalate cases 2 hours after they are created if the status is not 'Closed'. A case is created at 10:00 AM with status 'New'. At 11:00 AM, the status is changed to 'Closed'. What happens at 12:00 PM?

   • AThe case is escalated because the status was 'New' when the time trigger was scheduled.
   • BThe case is not escalated because the status is 'Closed' when the time trigger fires.
   • CThe case is escalated, but the escalation is logged as a warning.
   • DThe case is escalated only if the escalation rule is set to 'Re-evaluate on update'.
   Reveal Solution Discussion Select an answer first
3. 28foundation · easy

   When configuring a case assignment rule, what can be specified as the target of the assignment?

   • AA user or a queue
   • BAn auto-response rule
   • CAn escalation rule
   • DA case team
   Reveal Solution Discussion Select an answer first