Salesforce Exam ADX-201 Topic 1 Question 63 Discussion

Actual exam question for Salesforce's ADX-201 exam

Question #: 63
Topic #: 1

The CTO of AW Computing has defined a new policy for cases to improve customer satisfaction. All cases submitted with a Case Reason of Installation must be acknowledged immediately via email and assigned to the appropriate agents. Any cases that are still in the New status after 4 hours must be escalated to support management.

What case management tools need to be utilized for this requirement?

AAuto-response rules, Macros, Entitlements

BAuto-response rules, Queues, Macros

CAuto-response rules, Queues, Escalation Rules

DAuto-response rules, Entitlements, Escalation Rules

Show Suggested Answer

Suggested Answer: A

A restricted picklist is a type of picklist that enforces the integrity of the picklist values by allowing only values defined in the picklist during data entry or import operations. If the restricted picklist checkbox is checked for a picklist field, then any records with values not defined in the picklist will cause errors during import operations. However, if the restricted picklist checkbox is unchecked for a picklist field, then any records with values not defined in the picklist will be imported without errors. Reference: https://help.salesforce.com/s/articleView?id=sf.picklist_limitations.htm&type=5

by Sophia at May 23, 2024, 07:15 PM

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Mabel

14 days ago

I prefer using Auto-response rules, Entitlements, Escalation Rules. It provides a better escalation process for cases.

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Aleisha

19 days ago

Ooh, this one's tricky! Gotta remember those auto-response rules, queues, and escalation thingies. No way I'm letting my cases sit in 'New' for more than 4 hours - support management's gonna have my head!

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Lai

7 days ago

A) Auto-response rules, Macros, Entitlements

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Frank

21 days ago

I agree with Allene. Those tools will help us efficiently manage cases.

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Allene

22 days ago

I think we should use Auto-response rules, Queues, Macros.

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