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Question 192 - Certified Administrator discussion

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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?

A.
Email-to-Case
Answers
A.
Email-to-Case
B.
Assignment Rules
Answers
B.
Assignment Rules
C.
Auto-Response Rules
Answers
C.
Auto-Response Rules
D.
Web-to-case
Answers
D.
Web-to-case
Suggested answer: B

Explanation:

Assignment rules are tools that allow administrators to automatically route records to users or queues based on certain criteria. For example, an assignment 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.

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

asked 23/09/2024
Kwame Kankam-Boadu
34 questions
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