Salesforce Exam ADX-201 Topic 10 Question 62 Discussion

Actual exam question for Salesforce's ADX-201 exam

Question #: 62
Topic #: 10

The administrator at Cloud Kicks writes an assignment rule to send all cases created via email or the web to the Automated Cases Queue Any manually created cases should be owned by the agent creating them, however, the manually created cases now show the administrator as the owner.

What will the administrator find when troubleshooting this issue?

AAn escalation rule is changing the case owner on case creation

BThe Assignment Rule checkbox is selected by default.

CAnother assignment rule is giving ownership to the administrator

DThe Owner field is missing on the webform and email template.

Show Suggested Answer

Suggested Answer: B

The Assignment Rule checkbox is a checkbox that appears on manual case creation pages when assignment rules are defined for cases. The Assignment Rule checkbox determines whether or not to apply assignment rules to manually created cases. If the Assignment Rule checkbox is selected by default, then any manually created cases will be assigned according to assignment rules instead of being owned by the agent creating them. To prevent this from happening, an administrator can either deselect the Assignment Rule checkbox when creating cases manually; or change the default setting for this checkbox under setup by selecting or deselecting Use active assignment rules by default. Reference: https://help.salesforce.com/s/articleView?id=sf.customize_casesupport_assign.htm&type=5

by Colton at May 07, 2024, 02:50 PM

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Alise

5 months ago

The Assignment Rule checkbox is selected by default? Really? That seems a bit odd. I'd double-check the documentation to make sure that's the right answer.

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Jillian

5 months ago

Another assignment rule is giving ownership to the administrator

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Eileen

5 months ago

An escalation rule is changing the case owner on case creation

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Caitlin

6 months ago

Ha! Looks like the administrator needs to brush up on their Salesforce configuration skills. Maybe they should take a course on Trailhead to learn how to set up assignment rules properly.

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Lizette

5 months ago

C) Another assignment rule is giving ownership to the administrator

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German

5 months ago

A) An escalation rule is changing the case owner on case creation

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Eulah

6 months ago

The Owner field must be missing on the webform and email template. That's the only way I can see the administrator being assigned as the owner for manually created cases.

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Kenneth

5 months ago

The Owner field must be missing on the webform and email template. That's the only way I can see the administrator being assigned as the owner for manually created cases.

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Louvenia

5 months ago

C) Another assignment rule is giving ownership to the administrator

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Enola

6 months ago

A) An escalation rule is changing the case owner on case creation

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Pura

6 months ago

Possible, but I still feel Option B is more direct with what's described.

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Charolette

7 months ago

I thought about Option A too, maybe an escalation rule is causing it?

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Leontine

7 months ago

Option B makes sense. If the Assignment Rule checkbox is selected by default, it could explain the issue.

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Pura

7 months ago

I agree, but I'd go with Option B.

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Claribel

7 months ago

Yeah, it had too many details. I think it's tricky.

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Leota

7 months ago

I think the issue is that another assignment rule is giving ownership to the administrator. The question clearly states that manually created cases should be owned by the agent creating them, but now they show the administrator as the owner.

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