ADM-201 · Question #388
The administrator at Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent…
The correct answer is B. The Assignment Rule checkbox is selected by default. Manually created cases are being reassigned because the 'Assign using active assignment rules' checkbox was selected by default during creation, overriding the intended manual ownership.
Question
The administrator at Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent creating them, however, the manually created cases now show the administrator as the owner. What will the administrator find when troubleshooting this issue?
Options
- AAn escalation rule is changing the case owner on case creation
- BThe Assignment Rule checkbox is selected by default.
- CAnother assignment rule is giving ownership to the administrator
- DThe Owner field is missing on the webform and email template.
How the community answered
(28 responses)- A7% (2)
- B79% (22)
- C4% (1)
- D11% (3)
Why each option
Manually created cases are being reassigned because the 'Assign using active assignment rules' checkbox was selected by default during creation, overriding the intended manual ownership.
Escalation rules are triggered by time-based criteria on existing cases, not immediately upon case creation.
When manually creating a case, the 'Assign using active assignment rules' checkbox is often selected by default. If not deselected, the active assignment rules will be applied, potentially assigning the case to a queue or default owner rather than the creating agent.
Concept tested: Case Assignment Rule Application
Source: https://help.salesforce.com/s/articleView?id=sf.cases_assign.htm&type=5
Topics
Community Discussion
No community discussion yet for this question.