Universal Container's support manager wants to have cases assigned to users or queues based on the defined criteria.
What setting Salesforce Admin needs to create in order to meet the support manager request?
Click on the arrows to vote for the correct answer
A. B. C. D.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 setting that the Salesforce Admin needs to create to meet the support manager's request is Case Assignment Rules.
Case Assignment Rules enable administrators to automatically assign cases to queues or users based on criteria such as case origin, product, or customer priority. When a new case is created, the system evaluates the criteria defined in the assignment rules and assigns the case to the appropriate user or queue.
Here are some important points to keep in mind about Case Assignment Rules:
A case can be assigned to a queue or a specific user based on the defined criteria.
Criteria for case assignment rules can include any field on the case record, as well as related objects.
The order of the rule criteria matters, and Salesforce evaluates them in the order they are listed.
If a case matches the criteria for multiple rules, Salesforce assigns the case based on the first rule in the list.
Salesforce evaluates the criteria for assignment rules when a case is created or updated, and it will not re-evaluate the rules unless the case is updated again.
Therefore, by creating Case Assignment Rules, the Salesforce Admin can automate the process of assigning cases to users or queues based on the defined criteria, which can help improve efficiency and streamline the support process.