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ADM-201 · Question #107

universal containers (UC) has a Web -to -Case form on its Lightning Customer Community. UC wants to separate Cases into the following product categories: Corrugated Paper, Plastic, Fiberboard, and Met

The correct answer is B. Create Assignment Rules based on the picklist values to move Cases to a Queue.. To automatically route cases to the correct queue based on a picklist value upon submission, assignment rules should be used.

Submitted by weili_xi· Apr 18, 2026Service and Support Applications

Question

universal containers (UC) has a Web -to -Case form on its Lightning Customer Community. UC wants to separate Cases into the following product categories: Corrugated Paper, Plastic, Fiberboard, and Metal. UC has added a picklist field to store this data. How can the Case be automatically placed in the correct queue upon submission?

Options

  • ACreate Record Types for each picklist value and a Business Process to move each Case to the
  • BCreate Assignment Rules based on the picklist values to move Cases to a Queue.
  • CCreate an Escalation Rule entry for each picklist value and set to zero minutes.
  • DCreate Record Types for each picklist value and assign to each product team's profile.

How the community answered

(28 responses)
  • A
    4% (1)
  • B
    71% (20)
  • C
    7% (2)
  • D
    18% (5)

Why each option

To automatically route cases to the correct queue based on a picklist value upon submission, assignment rules should be used.

ACreate Record Types for each picklist value and a Business Process to move each Case to the

Record Types define different business processes, picklist values, and page layouts, but they do not automatically move records to queues; a separate automation like assignment rules would still be needed.

BCreate Assignment Rules based on the picklist values to move Cases to a Queue.Correct

Assignment rules are specifically designed to automatically assign records (like Cases or Leads) to users or queues based on criteria, which in this case would be the picklist values for product categories.

CCreate an Escalation Rule entry for each picklist value and set to zero minutes.

Escalation rules are used to reassign or notify users when a case is not resolved within a specified time, not for initial routing to queues upon submission.

DCreate Record Types for each picklist value and assign to each product team's profile.

Record Types differentiate layouts and picklist values, and assigning them to profiles controls user access and experience, but this does not automatically route cases to queues upon submission.

Concept tested: Case assignment rules

Source: https://help.salesforce.com/s/articleView?id=sf.cases_autoassign.htm&type=5

Topics

#Case Assignment Rules#Queues#Web-to-Case Routing

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