Salesforce Exam Salesforce Administrator Topic 4 Question 64 Discussion

Actual exam question for Salesforce's Salesforce Administrator exam

Question #: 64
Topic #: 4

[All Salesforce Administrator Questions]

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 Youlanda at Jul 05, 2024, 07:05 AM

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Javier

5 months ago

I suggest checking if the Owner field is missing on the webform and email template.

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Celeste

5 months ago

A sounds like the most logical answer to me. An escalation rule is probably changing the case owner on case creation. Bet the admin didn't see that one coming!

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Dawne

5 months ago

It could also be that an escalation rule is changing the case owner on case creation.

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Jolanda

5 months ago

Haha, talk about a case of too many cooks in the kitchen! I'm going to guess C. Another assignment rule is giving ownership to the administrator. Gotta love those pesky conflicting rules.

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Suzan

4 months ago

Definitely, it's important to double check all the assignment rules in place.

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Scarlet

4 months ago

Yeah, conflicting rules can be a real headache.

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Vincenza

5 months ago

Maybe the Assignment Rule checkbox is selected by default, causing the issue.

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5 months ago

D is the correct answer. The Owner field is missing on the webform and email template, so the cases are being assigned to the administrator by default.

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Edna

5 months ago

D) The Owner field is missing on the webform and email template.

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Charlette

5 months ago

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

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Evangelina

6 months ago

I think the administrator should check if there is another assignment rule overriding the one they created.

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Mabel

6 months ago

I think the answer is C. Another assignment rule is giving ownership to the administrator. The problem seems to be that the administrator's rule is being overridden by another rule.

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Franchesca

5 months ago

We should check the other assignment rules to see which one is overriding the administrator's rule.

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Svetlana

5 months ago

I agree, it must be another assignment rule causing the issue.

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