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Question 102 - Certified Administrator discussion

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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

A.
Configure a flow to assign the cases to the queue.
Answers
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.
Answers
B.
Use assignment rules to set the queue as the owner of the case.
C.
Add Cass to the existing queue as available object.
Answers
C.
Add Cass to the existing queue as available object.
D.
Create a new queue and add Cases as an available object.
Answers
D.
Create a new queue and add Cases as an available object.
Suggested answer: B, C

Explanation:

Assignment rules and queue configuration are two options that should be used to help the support team work on some of UC's cases. Assignment rules can be used to automatically assign cases to a queue based on certain criteria, such as case origin or priority. Queue configuration can be used to add Case as an available object to the existing queue and specify which users or groups can access the queue.

Reference: https://help.salesforce.com/s/articleView?id=sf.case_assignment_rules.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5

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asked 23/09/2024
Stefan Hupfloher
45 questions
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