Salesforce Case Routing for Billing Cases

Correct Answer: A

Assignment rules define conditions that determine how leads or cases are processed.

From setup access Queues in the quick find box then select queues the click new and complete all the details for a new queue then add queue members.

Then Then add a new rule entry to the Standard Case Assignment rule to route billing cases to the Billing Support Agents queue.

Option B is incorrect because workflow is a way to automate certain business processes.

You can create a rule and based on certain criteria that you set.

Option C is incorrect because process builder is a point-and-click tool that lets you easily automate if/then business processes and see a graphical representation of your process as you build it.

Option D is incorrect because formula fields are read only field whose value is evaluated from the formula or expression defined by us.

References:

The correct answer is A. Create Assignment Rules.

Assignment rules are a feature in Salesforce that allows you to automatically assign records, such as cases, to specific users, queues, or teams based on certain criteria. In this case, the finance department has requested that billing cases are routed to the correct queue. To achieve this, the Salesforce admin can create assignment rules.

Here are the steps to create assignment rules:

1. Click on the Setup icon in Salesforce.
2. From the Setup menu, select Object Manager.
3. Select the Case object.
4. Under the Case object, select Assignment Rules.
5. Click on the New button to create a new assignment rule.
6. Give the assignment rule a name and description.
7. Define the rule entry criteria based on the criteria that you want to use to route billing cases to the correct queue. For example, you might define criteria based on the account, the case type, or the case priority.
8. Define the rule actions. In this case, you want to assign the case to the correct queue. To do this, you can select the option to Assign using active assignment rules and select the queue that you want to assign the case to.
9. Save the assignment rule.

Once the assignment rule is created, all new cases that meet the entry criteria will be automatically assigned to the correct queue. If a case is not assigned to the correct queue, the Salesforce admin may need to update the entry criteria in the assignment rule or make adjustments to the queue membership.

Note: Workflow rules and process builders are other features in Salesforce that can be used to automate processes, but in this case, assignment rules are the most appropriate feature to use. Formula fields are not used to route cases to queues.