Service-Con-201 Case Management Practice Question
Universal Containers utilizes Case Escalation Rules to escalate high-priority cases if they are not closed within 2 hours. An agent takes ownership of an escalated case, but the case is accidentally reassigned back to the queue because the 'Re-assign using active assignment rule' checkbox was left checked. Where must the consultant adjust settings to prevent this behavior on future escalations?
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
✓
In the Escalation Action detail page
When configuring escalation actions, the 'Re-assign using active assignment rule' setting should be unchecked if you want to keep the case assigned to the current owner or queue specified in the escalation action.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
In the Omni-Channel Supervisor settings
Why it's wrong here
Omni-Channel Supervisor monitors agent workloads and queues, not escalation rule routing behaviors.
- ✗
In the Case Support Settings
Why it's wrong here
Support Settings control general case behaviors like closing duplicate cases, but not escalation re-assignment.
- ✓
In the Escalation Action detail page
Why this is correct
The setting to re-assign using active assignment rules is configured directly on the individual escalation action.
- ✗
In the Case Assignment Rule criteria definitions
Why it's wrong here
Assignment rules define initial creation routing, not the behavior of escalation rule actions.
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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.