PLAT-ADMN-201 Question #102: Real Exam Question with Answer & Explanation

Question

Ursa Major Solar classifies its accounts as Silver, Gold, or Platinum Level. When a new case is created for a Silver or Gold partner, it should go to the Regular Support Queue. When an account is Platinum Level, it should automatically go to the Priority Support Queue. What should a Platform Administrator use to achieve this?

Options

• AEscalation Rules
• BAssignment Rules
• CCase Rules
• DWorkflow Rules

Explanation

Assignment Rules are the right tool here because they automatically route records (like Cases) to specific users or queues based on criteria - exactly what's needed to send Silver/Gold cases to Regular Support and Platinum cases to Priority Support. You define rule entries with conditions, and Salesforce evaluates them in order to assign the case on creation.

Escalation Rules (A) are used to escalate cases that haven't been resolved within a certain time period - they react to time, not account level at creation. Case Rules (C) is not a real Salesforce feature name, making it a distractor. Workflow Rules (D) can trigger field updates, emails, and tasks, but cannot directly assign a case to a queue on their own.

Memory tip: Think "Assignment = Auto-routing at creation." If the question is about where a record goes when it's first created, Assignment Rules are almost always the answer.

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