Salesforce Administrator — Question 311

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?

Answer options

• 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.

Correct answer: B

Explanation

The correct answer is B because it specifies the use of an escalation rule that triggers based on the case creation time, ensuring that high-priority cases are addressed within the required timeframe. Options A and C incorrectly focus on the last modification time, which may not accurately reflect the urgency of the case. Option D does not incorporate the necessary escalation criteria to ensure timely responses.