Admin part 3 and 4

A Salesforce Administrator for Universal Rentals set up a case assignment rule with two criteria. What happens if a case does not meet either of the assignment rule criteria?

• The case is assigned to the administator

• The case is not assigned an owner

• The case is assigned to the automation user

• The case is assigned to the default case owner

Which of the following are features of case management? (2 answers)

• Case Auto Rejection rules

• Case Spam Deletion rules

• Accept Case Button

• Case escalation rules

• Case Email Creation rules

Which of the following are ture about configuring Web-to-Case? (3 answers)

• A default case owner must be selected

• A maximum number of cases that can be created daily must be set

• Only standard case object fields can be captured on the webform

• A default response template may be selected

• HTML code must be generated and can be added to multiple websites

The management at Cosmic Fix would like to make the case routing process more efficient in Service Cloud. Specifically, they are concerned that some support agents are receiving too many cases while others are not working on more than a few cases per week. Which feature would you recommend to make case routing more efficient?

• Case Assignment Rules

• Omni-Channel

• Service Console

• Case Queues

What situations can trigger an auto-response rule? (3 Answers)

• Email-to-Case

• Customer Portal Case submission

• Case Escalation

• SMS Case Submission

• Web-to-Case Submission