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Question 27

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Question 27/116

The support manager at Universal Containers is getting inaccurate support rep performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.

A. Use Data Loader periodically to assign these cases to a default owner.

B. Create a case validation rule to ensure cases are owned by a user when closed.

C. Create a case assignment rule to ensure cases are owned by a user when closed.

Correct Answer: C

A Case Assignment Rule ensures that when cases are updated or closed, ownership is automatically reassigned based on defined criteria-such as routing to the correct agent or user queue. This prevents closed cases from remaining assigned to queues, which causes inaccurate reporting.
Option A (manual reassignment using Data Loader) is not scalable or automated.
Option B (validation rule) would prevent case closure until ownership changes, but it would disrupt agent workflows rather than resolve ownership automatically.
Referenced Salesforce Materials:
* Service Cloud Consultant Exam Guide - Case Management Domain.
* Salesforce Help: "Use Case Assignment Rules to Automatically Assign Ownership."
* Salesforce Trailhead: "Automate Case Ownership and Routing."

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