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Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customer log then from an automated channel?
Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customer log then from an automated channel?
A . Case team routing
B . Case escalation rules
C . Assignment rules
D . Workflow
E . field update
Answer: A
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Case assignment rules: A case assignment rule is really a grouping of rules that will help you automatically assign cases throughout your support organization based on criteria captured on the case records. Each assignment rule can have multiple rule entries. A rule entry represents a condition or set of criteria that, when matched, determines the assignment of a case.
Case team routing : it is the same concept as case assignment rules but it work differntely you can assign to team based on skill or queue
Sorry A is not correct. Assignment rules is correct option as per Salesforce Administrator Practice Test
ANSWER
1.Assignment rules
Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues.
FALSE
2.Case escalation rules
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry.
3.Workflow field update
Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues.
4.Case team routing
A case team is a group of people that work together to solve cases. Case are not routed by teams.
A Case Team is a set of people that usually work together to solve Cases. A typical Case Team may include support agents, support managers, product managers, etc. If system admin has set up case teams, then users can add people to the Case Team related list on the cases.
In our case we need “ support agents who are skilled in a particular product line…”
Seems A is correct option
The Correct answer is C, Assignments Rules.