Service-Con-201 Case Management Practice Question
An administrator configured Case Escalation Rules with an age-over-4-hours trigger. A case is created at 1:00 PM, and business hours are set from 9:00 AM to 5:00 PM (Monday through Friday). At what time will the escalation action fire?
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
✓
At 5:00 PM on the same day
Case creation at 1:00 PM leaves 4 hours remaining in that business day (1:00 PM to 5:00 PM). Therefore, the 4-hour escalation rule will trigger exactly at 5:00 PM on the same day.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
At 5:00 PM on the following day
Why it's wrong here
That would account for 12 business hours.
- ✗
At 1:00 PM on the following day
Why it's wrong here
That would be 24 elapsed calendar hours.
- ✓
At 5:00 PM on the same day
Why this is correct
From 1:00 PM to 5:00 PM is exactly 4 business hours, so the escalation action fires at 5:00 PM.
- ✗
At 9:00 AM on the following day
Why it's wrong here
That would account for 8 hours or a different calculation; 1 PM to 5 PM is 4 full business hours.
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
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