A support operations manager at a commercial refrigeration logistics firm reports that urgent equipment failure tickets submitted through Web-to-Case are not being routed to the Tier-3 Emergency Queue upon creation. Instead, all new cases remain assigned to the Default Case Owner. An investigation shows that an active Case Escalation Rule entry was created with an escalation action set to reassign high-priority cases to the Tier-3 Emergency Queue zero hours after case creation. Which configuration change should the Salesforce administrator make to resolve this issue?
- Create an active Case Assignment Rule entry with criteria matching high-priority cases to assign ownership directly to the Tier-3 Emergency Queue upon record creation.Cevap
- BAdjust the active Escalation Rule trigger age to evaluate zero hours from the last modified time instead of the case creation time.
- CModify the active Case Auto-Response Rule to reassign record ownership to the Tier-3 Emergency Queue whenever an incoming Web-to-Case submission occurs.
- DIncrease the organization's Web-to-Case daily limit setting so incoming high-priority submissions bypass the Default Case Owner.
Cevap
The administrator should create an active Case Assignment Rule entry with criteria matching high-priority cases to assign ownership directly to the Tier-3 Emergency Queue upon record creation.
Case Assignment Rules are specifically designed to evaluate criteria upon record creation and route cases to the appropriate user or queue immediately. Because the goal is initial routing upon creation via Web-to-Case, a Case Assignment Rule entry is the required mechanism.
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Anahtar Kavram
Case Assignment Rules vs. Case Escalation Rules functional scope and timing