Q: 3
[Industry Knowledge]
Universal Containers (UC) has a service-level agreement (SLA) with customers that requires an agent
to take ownership of and respond to
incoming cases within 2 hours of case creation.
Which best practice will help UC meet its SLA?
Options
Discussion
Queues plus escalation rules really are the Salesforce way to make sure cases don’t slip through the cracks, so option A makes sense. It auto-escalates if an agent hasn't picked up the case in the first hour, giving another hour buffer before breaching the SLA. Pretty sure this is what they’re looking for, but let me know if anyone's seen a better approach.
Option A B is tempting for alerts, but escalation actually handles ownership which the SLA wants.
A , most official guides say to use escalation rules for SLA management. Practice exams back this.
B , since Flow Builder can notify everyone in the queue if it hasn't been assigned after 1 hour. Feels like that helps cover the SLA fast enough, unless there's something about actual assignment I'm missing here.
I don't think B is the best option here. A matches Salesforce best practices since assigning to queues with escalation rules ensures the case doesn't slip through without ownership, which is core to meeting the SLA. B just notifies, doesn't really handle assignment. Anyone see a reason to pick C?
A seen in both the official guide and Salesforce's practice questions for this SLA scenario.
Yep, A for sure. Only escalation rules hit that ownership SLA directly.
I think this is same as a common exam questions in practice exams, it's A.
C or B here. Escalating with a notification (C) still tells managers fast, so maybe that's enough for the SLA? B also covers unassigned cases, just not as tightly as A.
Looks like B. In a few practice sets and official guides, Flow Builder's often brought up for automating assignments or notifications. Might not be the most standard Salesforce best practice, but I've seen scenarios where tasks to the whole queue work. Official guide and hands-on labs could help clarify if B or A lines up better.
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