Domain 4 — Solution Architecture Flashcards

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Scenario-based cards testing architectural judgment on build vs buy, declarative vs programmatic, AppExchange evaluation, and modern platform features.

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A service team needs automated Case escalation: if a Case is not resolved within the SLA window (varies by priority), escalate to the next tier, reassign, and send a notification. The admin wants to use Flow Builder. A developer says Apex is needed. Who is right and why?

Flow Builder is the right choice. This is a time-based escalation pattern: use a Scheduled Flow or a Record-Triggered Flow with a Scheduled Path. The Flow checks SLA_Deadline__c against the current time, updates the Case owner, and sends an email notification. No Apex needed because: (1) the logic is conditional field updates and notifications — pure declarative. (2) Admin-maintainable — SLA thresholds can be changed without deployments. (3) Escalation Rules (legacy) could also work but are less flexible. Apex would only be needed if the escalation logic required: complex calculations across multiple objects, callouts to external systems, or operations exceeding Flow's 2,000 element limit per transaction. Trade-off: complex multi-step Flows can be hard to debug — add fault handling paths and use Custom Labels for SLA values.

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