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Salesforce Exam CRT-211 Topic 4 Question 75 Discussion

Actual exam question for Salesforce's CRT-211 exam
Question #: 75
Topic #: 4
[All CRT-211 Questions]

AW Computing has a 4-hour SLA in its support guarantee. The company recently received feed that customers art reporting long wait times before an agent responds to a new case after it has been submitted.

How should an administrator ensure cases are properly prioritized?

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Suggested Answer: D

A permission set is a collection of settings and permissions that give users access to various tools and functions. The View All Data permission allows users to view all data, regardless of sharing settings. By creating a permission set with this permission and assigning it to the subset of users, the administrator can meet the requirement without changing their profiles or roles. Reference: https://help.salesforce.com/s/articleView?id=sf.perm_sets_overview.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.admin_general_permissions.htm&type=5


by Josphine at Aug 04, 2023, 06:33 AM

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Nakisha
14 days ago
I believe Assignment Rules can also be useful in prioritizing cases based on criteria.
upvoted 0 times
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Hollis
19 days ago
I agree with Thaddeus. Escalation Rules can help us meet the 4-hour SLA.
upvoted 0 times
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Thaddeus
21 days ago
I think we should use Escalation Rules to ensure cases are properly prioritized.
upvoted 0 times
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