Salesforce Exam CRT-261 Topic 17 Question 10 Discussion

Actual exam question for Salesforce's CRT-261 exam

Question #: 10
Topic #: 17

UC has a three-tiered contact center. Cases are routed to Tier 1 or Tier 2 based on severity, priority, complexity, or SLAs. Cases are assigned to Tier 3 only if they are escalated by Tier 1 and Tier 2. How can UC measure case escalation?

ACreate a case report to show all cases across tiers filtered by an escalation flag.

BCreate an approval process to ensure only the appropriate cases get escalated.

CCreate a case report to show the number of cases for each tier and sort them by case owner.

DCreate a custom trigger to generate history when cases get escalated between tiers.

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Suggested Answer: A

by Elly at May 08, 2022, 04:09 AM

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