Salesforce Exam ADX-201 Topic 6 Question 71 Discussion

Actual exam question for Salesforce's ADX-201 exam

Question #: 71
Topic #: 6

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 Annamae at Sep 08, 2024, 08:46 PM

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Hollis

2 months ago

Haha, I bet the administrator is wishing they had a magic 8-ball to help them troubleshoot this problem!

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Mirta

2 months ago

This is a tricky one, but I'm going to go with A. An escalation rule is changing the case owner on case creation.

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Chantay

1 months ago

User 3: I agree with A. An escalation rule is changing the case owner on case creation.

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Buffy

1 months ago

Maybe it's C. Another assignment rule is giving ownership to the administrator.

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Temeka

2 months ago

I think it might be B. The Assignment Rule checkbox is selected by default.

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Jesusita

3 months ago

Could it be that an escalation rule is changing the case owner on case creation?

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Frank

3 months ago

B seems like the correct answer to me. The Assignment Rule checkbox is selected by default, which would cause the issue described.

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Stephaine

3 months ago

I think it's D. The Owner field is missing on the webform and email template. That would explain why the manually created cases show the administrator as the owner.

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