Scenarios are free-form exercises that are designed to be practiced as if you were the system administrator responsible for an implementation. Try to solve the scenario in your practice org (see Getting Started – Free if you do not have a practice org). Once solved, or if you need help, turn the page for the solution.
You work for a computer manufacturer that uses the Service Cloud to provide support to its customers. The consumer support team is open from 9a-5p, Monday through Friday in your local time zone. The business support team is open 24×7.
- Both teams do not work on Christmas.
- The consumer support team does not work on Thanksgiving (4th Thursday of every November).
- Both teams plan to utilize case escalation rules extensively.
- Your test environment is configured to meet the above hours of operations for case escalation for both teams.