Service-Con-201 Case Management Practice Question
An administrator is troubleshooting an issue where Case Escalation Rules are failing to fire for high-priority cases. Which THREE common configuration mistakes could cause escalation rules to fail? (Choose three.)
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
The case status is updated, which resets the escalation timer if 'Re-evaluate Case Age' is enabled.
Escalation rules require specific setup: the rule must be marked active, business hours must be correctly associated (or omitted if 24/7), and the 'last modified' criteria or age over time must be configured correctly. Furthermore, rules do not fire if cases are closed or if the rule criteria are never met.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
The case status is updated, which resets the escalation timer if 'Re-evaluate Case Age' is enabled.
Why this is correct
Re-evaluating case age resets the timer when case fields are modified.
- ✗
Case Team members were not assigned read permissions on the escalation queue.
Why it's wrong here
Queue permissions do not directly prevent escalation rule execution.
- ✗
The case was created via Email-to-Case, which bypasses escalation rules entirely.
Why it's wrong here
Email-to-Case cases are fully eligible for escalation rules.
- ✓
Business Hours are set incorrectly on the escalation rule entry, preventing the age timer from starting.
Why this is correct
Incorrect business hours can halt or miscalculate the escalation timer.
- ✓
The Case Escalation Rule is not marked as active.
Why this is correct
Inactive rules never evaluate cases.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.