ADM-201 · Question #337
The administrator at Cloud Kicks needs to automatically route support cases, regardless of how they are created, to a queue based on case priority. What tool should the administrator use?
The correct answer is B. Assignment Rules. To automatically route support cases to a queue based on priority, the administrator should use Assignment Rules, which evaluate criteria and assign records accordingly.
Question
The administrator at Cloud Kicks needs to automatically route support cases, regardless of how they are created, to a queue based on case priority. What tool should the administrator use?
Options
- AAuto-Response Rules
- BAssignment Rules
- CEmail-to-Case
- DWeb-to-Case
How the community answered
(55 responses)- A4% (2)
- B84% (46)
- C2% (1)
- D11% (6)
Why each option
To automatically route support cases to a queue based on priority, the administrator should use Assignment Rules, which evaluate criteria and assign records accordingly.
Auto-Response Rules automatically send email responses to customers based on their case submission, not for routing the case itself.
Assignment Rules automatically assign records to users or queues based on criteria defined in the rule entries, making them ideal for routing cases based on attributes like priority regardless of how the case was created. When a case meets the criteria for a rule entry, it is assigned to the specified user or queue.
Email-to-Case is a feature that creates cases from incoming emails, but it does not inherently provide rules for routing those cases after creation.
Web-to-Case is a feature that creates cases from website forms, but it does not inherently provide rules for routing those cases after creation.
Concept tested: Case Assignment Rules
Source: https://help.salesforce.com/s/articleView?id=sf.setting_up_assignment_rules.htm&type=5
Topics
Community Discussion
No community discussion yet for this question.