Salesforce Administrator — Question 312

Ursa Major Solar has service level agreements (SLA) that are routed to support queues. Cases that meet the 24 hour SLA need to be automatically re-assigned to the next tier queue.
Which feature should be used to fulfill this requirement?

Answer options

• A. Einstein Case Routing
• B. Case assignment rule
• C. Case escalation rule
• D. Auto-response rule

Correct answer: D

Explanation

The correct answer is D, Auto-response rule, as it allows the automatic reassignment of cases based on specific criteria, including SLAs. The other options do not provide the necessary functionality for automatic reassignment based on SLA compliance.