Salesforce Certified Service Cloud Consultant — Question 15

The Support Manager at Universal Containers is getting inaccurate agent performance reports. After researching the data, the Salesforce administrator has identified hundreds of cases that are closed, but still owned by a queue.
Which two solutions should a consultant recommend to correct this problem? (Choose two.)

Answer options

• A. Create a case assignment rule to ensure cases are owned by a user when closed.
• B. Create a case validation rule to ensure cases are owned by a user when closed.
• C. Use a data tool to update the owner field on closed cases.
• D. Create a Process Builder and Flow to change the owner on closed cases.

Correct answer: B, C

Explanation

Option B is correct because a validation rule can enforce ownership requirements by preventing cases from being closed without a user assigned. Option C is also correct as using a data tool allows for bulk updates to correct the ownership of closed cases. Options A and D do not address the existing closed cases and are less effective for this specific situation.