Which functionality enables this?

The customer wants to prioritize cases based on customer loyalty and contract value .

Which functionality enables this?
A . Case Classification
B . Entitlements
C . Case Escalation Rules
D . Custom Apex Code

View Answer

Answer: D

Explanation:

Custom Apex Code is the most flexible option for implementing sophisticated case prioritization logic that can consider multiple variables such as customer loyalty and contract value. Apex allows developers to write complex algorithms that assess various aspects of a customer profile and case details to assign priority levels.

Case Classification and Case Escalation Rules provide some level of prioritization but typically in a more limited scope.

Entitlements manage customer rights and service levels but do not inherently prioritize cases based on loyalty or value.

Custom Apex Code provides the necessary customization to tailor case prioritization according to

specific business rules and criteria.

Developers can refer to Salesforce Apex Developer Guide for guidance on how to implement custom logic with Apex.