The consultant should recommend the company utilize Flow Settings inEmail-to-Case to meet their requirements.

Question

The consultant should recommend the company utilize Flow Settings in
Email-to-Case to meet their requirements.
A customer service manager wants to implement a process where a case
gets reassigned to a higher support tier if it is not resolved within a given
service-level agreement (SLA) timeline.
Which solution should a consultant propose to set this process up?

Accepted Answer

C. The consultant should propose creating an Escalation Rule Entry to set up

Answer

A. Create an Escalation Rule Entry and configure it so that cases get anescalated status of the case is still open after passing SLA times.

Answer

B.

Create a Quick Action for escalating a case and set up Conditional

Visibility Rude to show the Quick Action after a case has passed SLA times

Create a record-triggered flow that gives cases an escalated status if it is

still open a pa A times.

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Exam Salesforce-Contact-Center All Questions

Salesforce Accredited Professional Certification Salesforce-Contact-Center Question # 22 Topic 3 Discussion

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