If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case...

Vendor: Salesforce
Product: ADM-261
Update on: Jul 26, 2025
Questions: 354

Salesforce ADM-261 Question Answer

If a Case cannot be resolved after Tier 1 has performed theirtroubleshooting steps, the case must be escalated to Tier 2 support. Tier 2 has additional troubleshooting steps. How can a Consultant configure the Lightning Service Console to support this requirement?

EnableOmni-Channel Case assignment

Defineseparate Record Types for Tier 1 and Tier 2

Implement Lightning Guided Engagement

Configure a Visual Flow Troubleshooting Action