Cloud Kicks needs to change the owner of a case when it has been open for more than 7 days. How should the administrator complete this requirement?

Question

Options

• AAuto - Response Rules
• BValidation Rule
• CEscalation Rule
• DAssignment Rule

• A
  5% (2)
• B
  9% (4)
• C
  2% (1)
• D
  84% (36)

Explanation

Assignment Rules automatically route and reassign records based on criteria - including time-based conditions - making them the right tool to change case ownership after 7 days of being open.

Why the distractors are wrong:

• A (Auto-Response Rules): These send automated email replies to customers when a case is created; they don't change ownership.
• B (Validation Rules): These prevent records from being saved if criteria aren't met; they can't trigger automated actions or reassign records.
• C (Escalation Rules): Tempting, but escalation rules escalate cases (notify users or reassign based on age), not reassign ownership as a general routing mechanism - however, note that Escalation Rules can actually reassign ownership too, so this is a nuanced distractor. The key here is that the question describes a standard ownership-change routing scenario, which is the textbook use case for Assignment Rules.

Memory tip: Think "A = Assign, E = Escalate urgency." Assignment Rules handle who owns the case; Escalation Rules handle urgent flag-raising when SLAs are at risk. When the question is purely about changing the owner based on a condition, default to Assignment Rules.

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