Assigning Cases Based on Criteria

Correct Answer: D

Case Assignment Rule automatically assigns cases to users or queues based on the criteria you define.

Option A is incorrect because case escalation rules determine when a case should be escalated.

Option B is incorrect because case auto-response rules determine which email templates to use while sending auto-response messages

Option C is incorrect because case triggers define the apex triggers for cases.

Reference:

The correct answer is D. Case Assignment Rules.

Case Assignment Rules in Salesforce allow the administrator to automate the assignment of cases to users or queues based on defined criteria. The criteria can include data in the case record, such as the case owner or status, as well as data from related records, such as the account or contact associated with the case.

Using Case Assignment Rules, an administrator can create multiple rules to route cases to different queues or users based on different criteria. For example, cases from a specific region can be assigned to a particular support team, or high-priority cases can be assigned to a senior support agent.

To create a Case Assignment Rule, the administrator must define the criteria that determine which cases should be assigned, and specify the user or queue that the case should be assigned to. The administrator can also set up additional actions, such as sending an email notification to the assigned user or updating the case status.

In contrast, Case Escalation Rules allow administrators to automatically escalate cases to managers or other users if certain conditions are met, such as if a case remains unresolved for a certain amount of time. Case Auto-Response Rules allow administrators to automatically send an email response to the customer when a case is created or updated.

Case Triggers are pieces of code that can be used to automate processes when certain events occur, such as when a case is created or updated. Triggers can be used to perform a variety of actions, such as updating related records or sending email notifications.

Therefore, based on the given scenario, the correct setting that the Salesforce Admin needs to create is the Case Assignment Rules.