The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce Administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a Consultant recommend to correct this problem? Choose 2 answers
A . Create a case assignment rule to ensure cases are owned by a user when closed.
B . Use a data tool to update the owner field on closed cases.
C . Create a Process Builder and Flow to change the owner on closed cases.
D . Create a case validation rule to ensure cases are owned by a user when closed.
Answer: A, B
Explanation:
Case assignment rules are rules that automatically assign cases to users or queues based on certain criteria. You can create a case assignment rule to ensure that cases are owned by a user when they are closed, by setting the criteria to match the closed case status and the action to assign the case to the user who last modified it. This way, you can prevent cases from being closed while still owned by a queue. To correct the existing problem of hundreds of cases that are closed but still owned by a queue, you can use a data tool such as Data Loader or Import Wizard to update the owner field on those cases in bulk.
Verified Reference:
[Case Assignment Rules] and [Data Tools]
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