CRT-101 · Question #51
Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. The same team will now be working some of UC's Cases. Which two options…
The correct answer is A. Configure a flow to assign the cases to the queue. B. Use assignment rules to set the queue as the owner of the case. The existing queue was built for Tasks, not Cases. To route Cases to the support team, two actions are needed: (A) A Flow can be configured to automatically assign Case records to the queue based on defined criteria, and (B) Case Assignment Rules are a native Salesforce feature…
Question
Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. The same team will now be working some of UC's Cases. Which two options should the administrator use to help the support team? Choose 2 answers
Options
- AConfigure a flow to assign the cases to the queue.
- BUse assignment rules to set the queue as the owner of the case.
- CAdd Cass to the existing queue as available object.
- DCreate a new queue and add Cases as an available object.
How the community answered
(34 responses)- A79% (27)
- C9% (3)
- D12% (4)
Explanation
The existing queue was built for Tasks, not Cases. To route Cases to the support team, two actions are needed: (A) A Flow can be configured to automatically assign Case records to the queue based on defined criteria, and (B) Case Assignment Rules are a native Salesforce feature that automatically sets the queue as the Case owner when specified conditions are met. Option C is incorrect because adding Cases to the existing Task queue alone does not route or assign cases-it only makes the object available. Option D is unnecessary if the existing queue can be leveraged with the proper routing mechanisms.
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