Salesforce Administrator — Question 541

What happens when an email is sent to a customer from a case?

Answer options

• A. Case hierarchy is reset
• B. Case escalation is reset
• C. Case escalation rules are deleted
• D. Case assignment rules are deleted

Correct answer: B

Explanation

The correct answer is B, as sending an email to a customer from a case triggers a reset of case escalation. The other options, such as resetting the case hierarchy or deleting the rules for escalation and assignment, do not take place when an email is sent.