Cloud Kicks wants to make sure clients are getting the attention they need and cases are not sitting longer than the Service Level Agreement (SLA) it has with its clients. Which standard feature helps route cases to a Tier 2 team if they have not been addressed in a specific amount of time? 11

• A.Milestone and Entitlements
• B.Omni Channel Routing
• C.Auto Response Rules
• D.Escalation Rules

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A group of sales reps can view each other's orders on a report; however, they would like a report to view just their own orders. What should a Platform Administrator do to set up a report for the sales reps?

• A.Set the Opportunity Filter for Primary as True.
• B.Filter by Opportunity Owner equals $USER.
• C.Set Organization Wide Defaults of Order object to Private.
• D.Save the report in a private folder for the user.

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Which Salesforce feature allows a Platform Administrator to automate3 the routing of records to specific users for review and decision-making based on predefined criteria?

• A.Assignment Rules
• B.Validation Rules
• C.Approval Process
• D.Schema Builder

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Northern Trail Outfitters wants emails received from customers to generate cases automatically. How should a Platform Administrator ensure that the emails are sent to the correct queue?

• A.Create an escalation rule to send cases to the correct queue.
• B.Use a custom email service to set the owner of the case upon creation.
• C.Utilize a flow to identify the correct queue and assign the case.
• D.Configure Email-to-Case so emails are delivered to the correct queue.

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Northern Trail Outfitters wants to initiate expense reports from Salesforce to the external HR system. Managers and directors need to review this process. Which two tools should a Platform Administrator configure?

• A.Outbound Message
• B.Email Alert Action
• C.Quick Action
• D.Approval Process

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