Service and Support Applications10% of the exam
Automating cases with rules, flows and Einstein
Pick the right case automation for a scenario: auto-response rules for customer acknowledgements, escalation rules for aging cases, support processes for Status paths, record-triggered flows for everything else, and Einstein Case Classification to fill in and route cases.
Given a scenario, identify how to automate case management (for example: support process, case auto-response rules, case escalation, Einstein for Service).
~7 min read · 17 practice questions
What the exam expects
- Choose the case automation tool that fits a requirement.
- Configure a case auto-response rule, including entry order, email templates and the default response template for unmatched submissions.
- Configure escalation rule entries (criteria, business hours, age calculation) and their actions (age, reassignment, notifications).
- Give each line of business its own case Status path with support processes and record types.
- Explain what Einstein Case Classification automates, how to keep a human in the loop, and how it hands off to assignment rules.
Key facts
Active auto-response rules
- Detail
- One case rule at a time; variations are entries
Auto-response entry evaluation
- Detail
- Stops at the first match and sends that entry's template
No auto-response entry matches (web)
- Detail
- Default Response Template on Web-to-Case Settings is sent
Email-to-Case default template
- Detail
- None, so add a no-criteria catch-all entry
Active escalation rules
- Detail
- One at a time
Escalation actions per entry
- Detail
- Up to five; Age Over is required and unique per entry
Restart clock on every update
- Detail
- Based on last modification time
Clock only while support is open
- Detail
- Business hours on the rule entry
Support process controls
- Detail
- Available case Status values, via a record type
Automate Value
- Detail
- Saves prediction when it meets the confidence threshold
Sources for this section (7)
- Auto-Response Ruleshelp.salesforce.com (opens in a new tab)
- Web-to-Casehelp.salesforce.com (opens in a new tab)
- Escalation Ruleshelp.salesforce.com (opens in a new tab)
- Escalation Actionshelp.salesforce.com (opens in a new tab)
- Escalation Rule Entrieshelp.salesforce.com (opens in a new tab)
- Business Processeshelp.salesforce.com (opens in a new tab)
- Einstein Case Routinghelp.salesforce.com (opens in a new tab)
- Why can't two escalation actions on one entry both use an Age Over of 4 hours?
- How many escalation actions can one rule entry hold?
- Which permission does an admin need to create or edit escalation rules?
- When must a case auto-response's From address differ from another address?
- Why might edited auto-response picklist criteria stop matching after a language change?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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