Salesforce Case Performance Issue Notifications

Correct Answer: B

Escalation rules automatically escalate a case when it meets the criteria you choose.

From setup enter escalation rules in the quick find box then select escalation rules.

Option A is incorrect because the auto-response rule is a set of conditions for sending automatic email responses to lead or case submissions based on the attributes of the submitted record.

Option C is incorrect because the workflow is a way to automate certain business processes.

You can create a rule and based on certain criteria that you set.

Option D is incorrect because process builder is a point-and-click tool that lets you easily automate if/then business processes and see a graphical representation of your process as you build it.

Reference:

To build the request of notifying the support team whenever a case regarding an issue with performance is logged, the Salesforce admin can use the Escalation Rule feature.

An Escalation Rule is a tool that allows admins to automatically escalate a case to a higher authority, such as a supervisor or support team, when certain criteria are met. This tool helps ensure that cases are handled in a timely and efficient manner, especially for high-priority cases.

To create an Escalation Rule for this scenario, the admin needs to follow the below steps:

1. Go to Setup > Object Manager > Case > Escalation Rules.
2. Click the "New Rule" button.
3. Name the rule and set the criteria for when the rule should be triggered. For this scenario, the criteria would be when a case is logged and its subject or description contains certain keywords related to performance issues.
4. Next, set the actions for the rule. The action in this case would be to notify the support team via email or Chatter.
5. Set the escalation rule entry criteria based on the escalation rule criteria you defined in step 3. For example, you might define the entry criteria to escalate cases that meet the criteria for the escalation rule and that are still open after a certain amount of time.
6. Finally, activate the rule.

Once the Escalation Rule is activated, it will automatically escalate cases that meet the defined criteria to the support team, ensuring that they are promptly notified and can address the performance issues raised by the customers.