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Question 227 - Certified Administrator discussion

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

What should the administrator use to achieve this?

A.
Assignment Rules
Answers
A.
Assignment Rules
B.
Case Rules
Answers
B.
Case Rules
C.
Workflow Rules
Answers
C.
Workflow Rules
D.
Escalation Rules
Answers
D.
Escalation Rules
Suggested answer: A

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
BISWARUP KUNDU
41 questions
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