CRT-101 · Question #205
The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their websites. Medium-priority and high-priority cases should receive different…
The correct answer is D. Create one auto-response rule. Configure three rule entry criteria and set a filter for case priority. A single auto-response rule with multiple rule entry criteria based on case priority allows different email templates to be sent for different priority levels when cases are created.
Question
The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their websites. Medium-priority and high-priority cases should receive different email notifications than low-priority cases. The administrator has created three email templates for this purpose. How should an administrator configure this requirement?
Options
- AInclude three assignment rules that fire when cases are created. Add a filter for case priority.
- BAdd three auto-response rules. Configure one rule entry criteria for each rule and set a filter for
- CConfigure one workflow rule that fires when cases are created. Add a filter for case priority. Select
- DCreate one auto-response rule. Configure three rule entry criteria and set a filter for case priority.
How the community answered
(23 responses)- A4% (1)
- B13% (3)
- C4% (1)
- D78% (18)
Why each option
A single auto-response rule with multiple rule entry criteria based on case priority allows different email templates to be sent for different priority levels when cases are created.
Assignment rules route cases to queues or users and do not send customer-facing email responses, so they cannot fulfill the customer notification requirement.
Salesforce only allows one active auto-response rule per object at a time, so three separate auto-response rules cannot all be active simultaneously.
Workflow rules can send email alerts but they use a single alert per rule action and are not the standard mechanism for auto-responding to case submissions from customers via email or web.
Salesforce auto-response rules support only one active rule per object, but that rule can contain multiple rule entry criteria. By configuring three criteria with priority filters - low, medium, and high - and assigning a different email template to each, all three notification requirements are met within a single rule.
Concept tested: Case auto-response rules with multiple entry criteria
Source: https://help.salesforce.com/s/articleView?id=sf.creating_auto-response_rules.htm&type=5
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