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Question 239 - Certified Administrator discussion

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The administrator at Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent creating them, however, the manually created cases now show the administrator as the owner.

What will the administrator find when troubleshooting this issue?

A.
An escalation rule is changing the case owner on case creation
Answers
A.
An escalation rule is changing the case owner on case creation
B.
The Assignment Rule checkbox is selected by default.
Answers
B.
The Assignment Rule checkbox is selected by default.
C.
Another assignment rule is giving ownership to the administrator
Answers
C.
Another assignment rule is giving ownership to the administrator
D.
The Owner field is missing on the webform and email template.
Answers
D.
The Owner field is missing on the webform and email template.
Suggested answer: B

Explanation:

The Assignment Rule checkbox is a checkbox that appears on manual case creation pages when assignment rules are defined for cases. The Assignment Rule checkbox determines whether or not to apply assignment rules to manually created cases. If the Assignment Rule checkbox is selected by default, then any manually created cases will be assigned according to assignment rules instead of being owned by the agent creating them. To prevent this from happening, an administrator can either deselect the Assignment Rule checkbox when creating cases manually; or change the default setting for this checkbox under setup by selecting or deselecting Use active assignment rules by default.

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

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asked 23/09/2024
Frank van Hout
37 questions
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