Salesforce Exam Salesforce Contact Center Topic 1 Question 31 Discussion

Actual exam question for Salesforce's Salesforce Contact Center exam

Question #: 31
Topic #: 1

[All Salesforce Contact Center Questions]

The customer aims to automate repetitive case escalation processes. Which feature can streamline this?

AWorkflow Rules

BEntitlements

CField History Tracking

DQueues

Show Suggested Answer

Suggested Answer: A

Workflow Rules in Salesforce can automate repetitive case escalation processes effectively. By setting up rules based on specific criteria, these workflows automatically escalate cases to the right team or individual when predefined conditions are met. This feature helps streamline case management processes, reduces manual intervention, and ensures timely response to critical issues, thereby improving overall efficiency in handling customer cases.

by Nida at Apr 05, 2025, 06:39 PM

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Skye

2 days ago

Entitlements could also be a good choice here. It helps define the level of service a customer is entitled to, which could trigger the escalation process.

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Herman

11 days ago

I think Workflow Rules would be the best option to streamline the repetitive case escalation processes. It allows for automated actions based on specific criteria.

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Paul

12 days ago

I think the answer is A) Workflow Rules.

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