Salesforce Exam ADX-201 Topic 6 Question 54 Discussion

Actual exam question for Salesforce's ADX-201 exam

Question #: 54
Topic #: 6

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?

AAn escalation rule is changing the case owner on case creation

BThe Assignment Rule checkbox is selected by default.

CAnother assignment rule is giving ownership to the administrator

DThe Owner field is missing on the webform and email template.

Show Suggested Answer

Suggested Answer: B

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

by Colette at Dec 22, 2023, 07:01 AM

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