Salesforce Administrator — Question 226

Which feature should Ursa Major Solar use if they want their support agents who are skilled in a particular product line to own cases directly after customers log them from an automated channel?

Answer options

• A. Assignment Rules
• B. Workflow Field Update
• C. Case Escalation Rules
• D. Case Team Routing

Correct answer: A

Explanation

Assignment Rules are the appropriate feature for automatically assigning cases to support agents based on specific criteria, allowing agents with expertise in certain product lines to manage cases right after they are logged. The other options, such as Workflow Field Update and Case Escalation Rules, do not provide direct case ownership to specific agents, and Case Team Routing does not ensure that the right expert is assigned immediately.