SF-Admin Service and Support Applications Practice Question
Universal Containers utilizes Case Escalation Rules to ensure high-priority customer issues are reassigned if they remain unresolved. Which TWO actions can be executed automatically when a escalation rule entry criteria is met? Choose 2 answers.
⚠ Common exam trap
Candidates often select time-dependent workflow actions or automatic sharing rules, forgetting that escalation rules specifically manage missed milestones by reassigning ownership and sending email alerts to predefined contacts or queues.
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
✓
Send email notifications to the current case owner, designated users, and case contact.
Case Escalation Rules automatically track age and trigger automated actions when milestones are missed. Administrators can configure these rules to reassign cases to different queues or users and send automated email alerts to management or support tiers. This ensures critical service level agreements are strictly maintained and visibility is preserved across organizational hierarchies.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Send email notifications to the current case owner, designated users, and case contact.
Why this is correct
Escalation rule actions include reassigning the case and sending email notifications to the case owner, designated users, and the case contact. This satisfies the requirement to notify stakeholders automatically once entry criteria are met, without manual intervention.
- ✗
Automatically convert the escalated case into a standalone Knowledge Article for future containment.
Why it's wrong here
Escalation rules only reassign ownership or send notification emails; they cannot generate Knowledge Articles. Article creation needs a separate process, such as a Flow or Apex trigger. It tempts because converting resolved cases into articles supports future containment, but that is a knowledge management workflow, not an escalation action.
- ✓
Reassign the case owner to a different user or queue specified within the escalation action.
Why this is correct
Escalation rule actions can change the case owner, reassigning it to a specified user or queue when entry criteria are met, which is exactly the automatic reassignment behaviour the escalation rule is designed to perform.
- ✗
Instantly execute a custom Invocable Apex Action to provision replacement physical inventory.
Why it's wrong here
Escalation rule actions are restricted to case reassignment and email notification; invoking Apex, even Invocable methods, is not supported. It tempts because provisioning replacement inventory suits high-priority escalations, but that automation must run through Flow, Process Builder, or a trigger instead of the escalation rule itself.
- ✗
Publish the escalated case details automatically to an external public Chatter feed group.
Why it's wrong here
Escalation rule actions are limited to reassigning the case owner or sending email notifications; publishing to an external public Chatter feed group is not an available action. It tempts because Chatter feeds can broadcast case updates, but that requires separate automation such as Flow or Apex triggers, not escalation rule entry actions.
Visual reference
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 September 2026 · checked against the official Salesforce exam blueprint
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