The Administrator at Cloud Kicks need to automatically route support cases, regardless of how they are created, to a queue based on case priority. What tool should the administrator use?

Question

Options

• AEmail-to-Case
• BAssignment Rules
• CAuto-Response Rules
• DWeb-to-case

• A
  5% (3)
• B
  83% (50)
• C
  3% (2)
• D
  8% (5)

Explanation

Case Assignment Rules are the correct tool because they automatically route cases to queues or specific users based on defined criteria (such as Case Priority) regardless of the case's origin - whether created via Email-to-Case, Web-to-Case, manually, or through any other channel. Option A (Email-to-Case) only applies to cases created from inbound emails and cannot route cases created by other means. Option C (Auto-Response Rules) sends automated email replies to customers who submitted cases - it does not route cases to queues. Option D (Web-to-Case) only handles cases submitted through a web form. Only Assignment Rules are channel-agnostic and trigger on any case creation or update.

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