Salesforce Certified Experience Cloud Consultant — Question 24

What are two ways a question can be escalated to a case? (Choose two.)

Answer options

• A. Manually by a moderator selecting “Escalate to Case” in the feed
• B. Automatically via Case Assignment Rules
• C. Automatically via Process Builder by meeting specified criteria
• D. Manually by users commenting “Escalate”

Correct answer: A, C

Explanation

Option A is correct as moderators can manually escalate questions to cases using the designated option. Option C is also valid since Process Builder can automatically escalate a question when certain conditions are fulfilled. Options B and D are incorrect because Case Assignment Rules do not escalate questions directly, and simply commenting does not initiate the escalation process.