ADM-201 · Question #379
Ursa Major classifies its accounts as Silver, Gold, or Platinum Level. When a new case is created for a Silver or Gold partner, it should to the Regular Support Queue. When an account is Platinum…
The correct answer is A. Assignment Rules. To automatically route new cases to different queues based on the account's service level (Silver/Gold vs. Platinum), assignment rules should be used.
Question
Ursa Major classifies its accounts as Silver, Gold, or Platinum Level. When a new case is created for a Silver or Gold partner, it should to the Regular Support Queue. When an account is Platinum Level, it should automatically go to the Priority Support Queue. What should the administrator use to achieve this?
Options
- AAssignment Rules
- BCase Rules
- CWorkflow Rules
- DEscalation Rules
How the community answered
(21 responses)- A71% (15)
- B14% (3)
- C5% (1)
- D10% (2)
Why each option
To automatically route new cases to different queues based on the account's service level (Silver/Gold vs. Platinum), assignment rules should be used.
Assignment rules are designed to automatically assign new leads or cases to specific users or queues based on criteria defined in the rule entry, such as account level.
'Case Rules' is not a standard Salesforce feature for automated case routing.
Workflow rules are used for automating actions based on criteria but do not directly handle the initial ownership assignment of new records like cases.
Escalation rules are used to reassign or notify users when a case is not resolved within a specified time, not for initial assignment based on record criteria.
Concept tested: Case assignment automation
Source: https://help.salesforce.com/s/articleView?id=sf.case_assign.htm&type=5
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