CRT-101 · Question #171
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. Case Assignment Rules automatically route new cases to specific queues or users based on defined criteria at the time the case is created. The administrator would create an Assignment Rule with two rule entries: one that checks if the Account's Level is Silver or Gold and…
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
(55 responses)- A95% (52)
- B2% (1)
- C4% (2)
Explanation
Case Assignment Rules automatically route new cases to specific queues or users based on defined criteria at the time the case is created. The administrator would create an Assignment Rule with two rule entries: one that checks if the Account's Level is Silver or Gold and assigns to the Regular Support Queue, and another that checks for Platinum and assigns to the Priority Support Queue. Escalation Rules (D) re-route cases that have been open too long without resolution - they do not handle initial assignment. Workflow Rules (C) cannot assign cases to queues. Assignment Rules are the correct tool for automated, criteria-based case routing at creation.
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