Salesforce Certified Platform App Builder — Question 27

The Director of Customer Services wants to know when agents are overwhelmed with high-priority items in the support queue. The Director wants to receive a notification when a new case is open with the status of "New" for more than four business hours.
Which two automation processes should be used to accomplish this? (Choose two.)

Answer options

• A. Flow Builder
• B. Process Builder
• C. Escalation rules
• D. Scheduled Apex

Correct answer: A, C

Explanation

The correct answers are Flow Builder and Escalation rules. Flow Builder can automate notifications based on specific conditions, while Escalation rules can be set to trigger alerts when cases remain in 'New' status for too long. Process Builder and Scheduled Apex are not the best fit for this specific notification requirement.