Salesforce Certified Service Cloud Consultant — Question 1

Universal Containers wants to notify Support Managers when a new case has been untouched for more than two business days.
Which approach should a consultant implement?

Answer options

• A. Create a Process Builder with Scheduled Actions.
• B. Define Case Auto-Response Rules.
• C. Configure Case Escalation Rules.
• D. Establish Case Assignment Rules.

Correct answer: C

Explanation

The correct answer, C, is appropriate as Case Escalation Rules are specifically designed to notify relevant parties when cases are not addressed within a specified timeframe. Options A, B, and D do not provide the same functionality; Process Builder with Scheduled Actions may automate processes but won't specifically alert on untouched cases, Auto-Response Rules are used for initial case responses, and Assignment Rules determine case ownership rather than escalation.