ADM-201 · Question #237
Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. The same team will now be working some of UC's Cases. Which two options…
The correct answer is B. Configure a flow to assign the cases to the queue. D. Use assignment rules to set the queue as the owner of the case. To enable an existing support team queue to manage Cases, the administrator should add Cases as an available object to the existing queue and use assignment rules or a flow to automatically assign cases to that queue.
Question
Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. The same team will now be working some of UC's Cases. Which two options should the administrator use to help the support team? Choose 2 answers
Options
- ACreate a new queue and add Cases as an available object.
- BConfigure a flow to assign the cases to the queue.
- CAdd Cases to the existing queue as available object.
- DUse assignment rules to set the queue as the owner of the case.
How the community answered
(34 responses)- A6% (2)
- B76% (26)
- C18% (6)
Why each option
To enable an existing support team queue to manage Cases, the administrator should add Cases as an available object to the existing queue and use assignment rules or a flow to automatically assign cases to that queue.
Creating a new queue is unnecessary and adds administrative overhead if the existing queue can be repurposed for Cases, which is implied by the requirement for the 'same team' to work cases.
Flows can automate complex business processes, including record assignment, by evaluating case criteria and assigning the case to the appropriate queue, providing flexible assignment logic.
Adding Cases to the existing queue as an available object is a necessary configuration step for the queue to hold cases, but it does not *assign* cases to the queue, which is what directly helps the support team.
Assignment rules are a standard Salesforce feature used to automatically route records like Cases to specific users or queues based on predefined criteria, ensuring new cases are directed to the correct team.
Concept tested: Case queue management and assignment
Source: https://help.salesforce.com/s/articleView?id=sf.cases_queues.htm&type=5
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