Service Cloud Practice Test

Which automation helps re-assign cases after an SLA has expired?

Enable Service Cloud console and Knowledge sidebar for agents. Create case teams and swarming to resolve cases. Enable and use Chatter feed tracking in the case object. Create escalation rules to re-assign cases after SLAs have expired.

Correct Answer:

Create escalation rules to re-assign cases after SLAs have expired.

Explanation:

Escalation rules automate what happens when an SLA milestone is breached. In Service Cloud, SLAs are tracked through entitlements and milestones, and escalation rules kick in when a milestone expires or is about to expire. They can automatically reassign the case to another user or queue, trigger notifications, and escalate to supervisors to ensure timely follow-up. This makes them the right automation for re-assigning cases after an SLA has expired, because you’re explicitly defining the ownership transfer as part of the breach response. The other options focus on user interface, collaboration, or activity tracking, not automatic reallocation based on SLA timing.

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