Service-Con-201 Case Management Practice Question
Which TWO features are available when configuring Case Management in Salesforce Service Cloud? Choose 2 options.
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
✓
Case Escalation Rules
Case Assignment Rules and Case Escalation Rules are core native case management features in Salesforce.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✓
Case Escalation Rules
Why this is correct
Escalation rules automatically escalate cases when they remain open or unaddressed past a specific time threshold.
- ✗
Campaign Hierarchy Rules
Why it's wrong here
Campaigns belong to Marketing Cloud / Sales Cloud marketing features.
- ✗
Opportunity Split Rules
Why it's wrong here
Opportunity splits are a Sales Cloud revenue tracking feature.
- ✗
Lead Conversion Rules
Why it's wrong here
Lead conversion is a Sales Cloud feature related to Leads, Accounts, Contacts, and Opportunities.
- ✓
Case Assignment Rules
Why this is correct
Assignment rules automatically route cases to users or queues based on defined criteria.
About these practice questions
Courseiva writes every Service-Con-201 question from scratch — 321 in total, each with an explanation and a wrong-answer breakdown. None are copied from real exams or dumps. Learn why practice questions differ from exam dumps →
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.