ADM-201 · Question #190
The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their website. Medium-priority and high-priority cases should receive different…
The correct answer is B. Create one auto-response rule. Configure three rule entry criteria and set a filter for case priority. To send different email notifications based on case priority upon creation, the administrator should create one auto-response rule with multiple rule entries, each filtering by case priority and assigning a specific email template.
Question
The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their website. Medium-priority and high-priority cases should receive different email notifications than low-priority cases. The administrator has created three email templates for this purpose. How should an administrator configure this requirement?
Options
- AAdd three auto-response rules. Configure one rule entry criteria for each rule and set a filter for
- BCreate one auto-response rule. Configure three rule entry criteria and set a filter for case priority.
- CSelect the appropriate email template for each rule entry.
- DConfigure one workflow rule that fires when cases are created. Add a filter for case priority. Select
- EInclude three assignment rules that fire when cases are created. Add a filter for case priority.
How the community answered
(59 responses)- A2% (1)
- B78% (46)
- C7% (4)
- D12% (7)
- E2% (1)
Why each option
To send different email notifications based on case priority upon creation, the administrator should create one auto-response rule with multiple rule entries, each filtering by case priority and assigning a specific email template.
Creating three separate auto-response rules for different priorities is inefficient and not the standard best practice; a single auto-response rule can handle multiple criteria via its rule entries.
An Auto-Response Rule is designed to automatically send a reply email to customers when a new case is created, and a single rule can contain multiple rule entries, each with its own criteria (like case priority) and a specific email template. This allows different email templates to be sent based on various case attributes using one rule.
While selecting the appropriate email template is part of the solution, this choice is incomplete as it doesn't describe the rule structure (one rule, multiple entries) necessary to meet the requirement.
Workflow rules are used for various automations but are not specifically designed for sending initial "received" notifications to customers based on case creation in the same way auto-response rules are.
Assignment rules are used to automatically assign cases to users or queues based on criteria, not for sending auto-response emails to customers.
Concept tested: Case auto-response rules configuration
Source: https://help.salesforce.com/s/articleView?id=sf.case_autoresponse_rules.htm&type=5
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