A Service Cloud administrator at a financial services firm is establishing automated case routing, customer notifications, and service level agreement (SLA) tracking for incoming Web-to-Case submissions. In what exact order does Salesforce process automation rules and evaluation steps when a new case is generated via Web-to-Case?
- 1Validation rules execute to verify that incoming case data meets field formatting and required input criteria.
- 2The active Case Assignment Rule executes to evaluate entry criteria and assign case ownership to the appropriate agent or queue.
- 3The active Case Auto-Response Rule executes to evaluate entry criteria and send a personalized email confirmation to the submitter.
- 4Record-triggered Flows and Workflow rules evaluate and execute actions such as field updates and task creation.
- 5Case Escalation Rules evaluate entry criteria to schedule escalation actions and timers based on business hours.
Answer
The correct evaluation order for case processing during Web-to-Case creation is: Validation Rules, Case Assignment Rules, Case Auto-Response Rules, Record-Triggered Flows / Workflow Rules, and Case Escalation Rules.
During case creation via Web-to-Case, Salesforce follows a specific order of execution. System and custom validation rules execute first to ensure data quality. Next, the active Case Assignment Rule sets the case owner (user or queue). Following assignment, the active Case Auto-Response Rule determines which email template to send to the submitter. Afterwards, Record-Triggered Flows and Workflow rules process. Finally, Case Escalation Rules are evaluated to set up time-based SLA escalation actions.
Step-by-Step Solution
Key Concept
Salesforce Order of Execution for Case Automation
Estimated Time:2m 0s