Case Management13% of the exam
Case lifecycle: assignment, escalation and closure
Design a case from intake to close: which rule assigns, acknowledges and escalates it, how statuses and support processes mark closure, and when to use case teams, parent cases or merge.
Given a set of requirements or KPIs, design a case management solution from creation to closure.
~8 min read · 20 practice questions ·
What the exam expects
- Map each lifecycle requirement to the right rule: assignment rules route new cases, auto-response rules acknowledge the customer, escalation rules act on cases left open too long.
- Predict ownership for web, email, manual and site-created cases.
- Configure escalation entries, actions and business hours.
- Design closure: closed status values, support processes, Path and status history.
- Choose between a case team, a parent case, a merge and a mass owner change.
Key terms: rule entry (one ordered set of criteria plus what to do on a match); Default Case Owner (the Support Settings fallback owner); Age Over (hours after which an escalation action fires on an unclosed case); predefined case team (a reusable set of members and roles); master case (the record kept when cases merge).
Key facts
Active rules
- Detail
- One case assignment, one case auto-response and one escalation rule at a time
Entry limits
- Detail
- 3,000 entries per rule, 300 formula entries, 25 filter criteria per entry
Unmatched assignment
- Detail
- Default Case Owner from Support Settings; must be active
Site-created cases
- Detail
- Assignment rules run only for the Record List New button
Mass reassignment
- Detail
- Admin or Manage Cases, from a case list view, to one user or queue
Escalation actions
- Detail
- Up to 5 per entry; Age Over in hours plus 0 or 30 minutes
Auto-response From address
- Detail
- Verified org-wide or own address, not the Email-to-Case routing address
Closed statuses
- Detail
- Each status value is flagged closed or not; several can be closed
Merge
- Detail
- Up to three cases; related records move to the master
Sources for this section (8)
- Guidelines for Assignment Ruleshelp.salesforce.com (opens in a new tab)
- Set Up Escalation Ruleshelp.salesforce.com (opens in a new tab)
- Auto-Response Ruleshelp.salesforce.com (opens in a new tab)
- Rule Limitshelp.salesforce.com (opens in a new tab)
- Support Settingshelp.salesforce.com (opens in a new tab)
- Assign Caseshelp.salesforce.com (opens in a new tab)
- CaseStatusdeveloper.salesforce.com (opens in a new tab)
- Merge Duplicate Caseshelp.salesforce.com (opens in a new tab)
- Why should an Email-to-Case auto-response rule end with an entry that has no criteria?
- When does a case created on the Cases tab run the assignment rule?
- Why might an escalation action fire later than a case's raw age suggests?
- What makes both "Closed" and "Closed - Resolved" count as closed?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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