The Administrator at Cloud Kicks need to automatically route support cases, regardless of how they are created, to a queue based on case priority.
What tool should the administrator use?
Correct Answer: B
Assignment rules are tools that allow administrators to automatically route records to users or queues based on certain criteria. For example, anassignment rule can assign cases to different queues based on case priority, origin, type, or other fields. Assignment rules can be triggered when records are created manually, via email, web, or API. Assignment rules consist of multiple rule entries that define the criteria and actions for each assignment scenario. References: https://help.salesforce.com/s/articleView?id=sf.customize_leadrules.
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The correct answer is:
✅ B. Assignment Rules
Explanation
The requirement is to automatically route support cases to a queue based on case priority, regardless of how the case is created (email, web, manual).
Case Assignment Rules are designed for this:
You can create rule entries that check the Priority field.
Assign the case to a Queue when the condition matches.
Assignment Rules work for cases created via:
Email-to-Case
Web-to-Case
Manual entry
API