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Question 183 - Certified Advanced Administrator (CRT-211) discussion

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The administrator at Universal Containers recently rolled out Email-to-Case functionality. Even though a new record type was created and specified in the Email-to-Case settings, all incoming cases are receiving a different record type.

What is likely causing the record type discrepancy?

A.
The new Case Owner needs permissions to the new record type.
Answers
A.
The new Case Owner needs permissions to the new record type.
B.
The Automated Case User needs permissions to the new record type.
Answers
B.
The Automated Case User needs permissions to the new record type.
C.
A Case assignment rule is preventing the record type from being updated.
Answers
C.
A Case assignment rule is preventing the record type from being updated.
D.
A validation rule is preventing the record type from being updated.
Answers
D.
A validation rule is preventing the record type from being updated.
Suggested answer: B

Explanation:

The Automated Case User is the default user for cases created via Email-to-Case. This user needs to have permissions to the new record type in order to assign it to the incoming cases. If the Automated Case User does not have the permissions, the cases will receive a different record type based on the organization-wide default settings.

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

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asked 23/09/2024
Christophe Troessaert
37 questions
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