Exam ADM-201 topic 1 question 1163 discussion

Actual exam question from Salesforce's ADM-201

Question #: 1163
Topic #: 1

High Priority cases at Ursa Major Solar need to get a response in less than 3 hours or escalated to a queue called `High Priority Queue.`
An administrator needs to configure the case management process to implement this requirement.
How should the administrator achieve this goal?

A. Create a case milestone to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
B. Create an escalation rule to assign all cases where status = high to the high priority queue based on when the case is created.
C. Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).
D. Create an assignment rule to assign all cases where status = high to the high priority queue.

Show Suggested Answer

Suggested Answer: B 🗳️

by amandaabdo at Oct. 1, 2021, 11:05 a.m.

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amandaabdo

Highly Voted 3 years, 4 months ago

The answer is incorrect. It needs to be based on the 'last modification' otherwise every high priority case will be escalated after 3 hours of being created. Even the ones who are already been taken care of.

upvoted 7 times

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c168afc

Most Recent 3 months, 3 weeks ago

C is correct because escalation rules in Salesforce are specifically designed to manage case response time requirements. An escalation rule can be configured to monitor high-priority cases based on the last modification time, and if a response isn’t provided within 3 hours, it will automatically reassign the case to the High Priority Queue.

upvoted 1 times

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Essai2008

2 years, 8 months ago

WHy are these answers being incorrectly selected...

upvoted 2 times

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moussafirfouzia93

3 years, 2 months ago

C. Create an escalation rule to assign all cases where status = high to the high priority queue based on the last modification time and set the age over to 3 (hours).