A Service Cloud administrator at a solar energy equipment provider is configuring automated ticket routing and SLA enforcement for residential system outages. Which two statements accurately describe the functionality and system constraints of Case Assignment Rules and Case Escalation Rules? (Select two.)
- Case Assignment Rules assign case ownership to specified users or queues upon case creation, whereas Case Escalation Rules reassign cases or send email notifications when SLA criteria are breached over time.Answer
- Only one Case Assignment Rule and only one Case Escalation Rule can be active in a Salesforce organization at a given time.Answer
- CCase Escalation Rules execute during initial record evaluation to set case ownership before Case Assignment Rules are evaluated.
- DCase Assignment Rules automatically send predefined receipt acknowledgment emails to external customers without altering case owner assignment.
Answer
The correct statements are that Case Assignment Rules set initial ownership at case creation while Case Escalation Rules manage SLA breaches over time, and that only one Case Assignment Rule and one Case Escalation Rule can be active simultaneously in an organization.
Case Assignment Rules route newly generated cases to users or queues based on defined entry criteria at the time of creation. In contrast, Case Escalation Rules evaluate existing open cases over time and trigger reassignment or notification actions when SLA deadlines are exceeded. Furthermore, Salesforce system architecture enforces that only one Assignment Rule and one Escalation Rule can be active in an organization at any given time.
Step-by-Step Solution
Key Concept
Case Automation Rules (Assignment, Auto-Response, and Escalation)