Which solution should a consultant recommend?

The support manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce admin has identified hundreds of cases that are closed but still owned by a queue.

Which solution should a consultant recommend?
A . Use Data Loader periodically to assign these cases to a default owner.
B . Create a case validation rule to ensure cases are owned by a user when closed.
C . Create a case assignment rule to ensure cases are owned by a user when closed.

View Answer

Answer: B

Explanation:

To address the issue of closed cases still owned by a queue, implementing a case validation rule is the most effective solution. This rule can enforce that cases must be transferred to an individual user’s ownership before they can be marked as closed. This ensures data accuracy in reports and helps in evaluating agent performance more reliably, as cases will correctly reflect their final ownership status.