Universal Containers introduced a new product and wants to track all associated cases that get logged. They are looking for an automated solution that would give the product's two lead engineers…

Question

Options

• ACreate a queue and a criteria-based sharing rule.
• BCreate a predefined case team and an assignment rule.
• CCreate a user-based sharing rule and an ad-hoc case team.
• DCreate an auto-response rule and a public group.

• A
  6% (3)
• B
  78% (38)
• C
  14% (7)
• D
  2% (1)

Explanation

Option B is correct because a predefined case team pre-configures the two engineers with read/write access roles, and an assignment rule automatically applies that team to any new case matching criteria (e.g., the new product field) - together delivering fully automated, consistent access without manual intervention.

Why the others are wrong:

• A - A criteria-based sharing rule can grant read/write access automatically, but a queue is for routing work to groups, not granting named individuals access to specific records; the combination doesn't cleanly solve the requirement.
• C - An ad-hoc case team is manually assembled per case by agents, so it's not automated; user-based sharing rules also require manual triggers and don't scale to "all new cases."
• D - An auto-response rule sends email replies to customers; a public group doesn't grant write access to specific records based on case criteria.

Memory tip: Think "team + rule = automated access." A predefined case team is the blueprint (who gets access and at what level), and an assignment rule is the trigger that stamps that blueprint onto every qualifying new case automatically - no human touch required.

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