Salesforce Exam CRT-101 Topic 7 Question 83 Discussion

Actual exam question for Salesforce's CRT-101 exam

Question #: 83
Topic #: 7

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 Linn at Sep 14, 2024, 10:46 AM

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Reita

2 months ago

This question is making my head spin. I'm just going to go with A. An escalation rule is changing the case owner on case creation. Why not, right?

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Jody

2 months ago

I bet the administrator forgot to check the 'Don't Overwrite Owner' box on the assignment rule. Classic mistake, if you ask me.

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Alease

1 months ago

C) Another assignment rule is giving ownership to the administrator

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Keith

1 months ago

B) The Assignment Rule checkbox is selected by default.

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Stevie

2 months ago

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

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Yasuko

2 months ago

I believe another assignment rule might be giving ownership to the administrator instead.

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Joanna

2 months ago

I'm stumped on this one. I'm going to guess B. The Assignment Rule checkbox is selected by default. But I'm not too confident about that.

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Sunny

1 months ago

User1: Let's wait for more suggestions before making a final decision.

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Emmanuel

1 months ago

I agree with User2, it could be D.

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Cecil

2 months ago

Maybe it's D. The Owner field is missing on the webform and email template.

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Tyra

2 months ago

I think it might be C. Another assignment rule is giving ownership to the administrator.

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Sabrina

2 months ago

Ooh, this is a tricky one. I'm going to go with D. The Owner field is missing on the webform and email template. That could definitely cause the problem.

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Alexis

3 months ago

Hmm, I think the answer is C. Another assignment rule is giving ownership to the administrator. That seems like the most logical explanation for the issue.

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