Discuss Salesforce CRT-101 Exam Topic 6 Question 116

Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the

UC customer support team. The same team will now be working some of UC's Cases.

Which two options should the administrator use to help the support team?

Choose 2 answers

AConfigure a flow to assign the cases to the queue.

BUse assignment rules to set the queue as the owner of the case.

CAdd Cass to the existing queue as available object.

DCreate a new queue and add Cases as an available object.

Suggested Answer: B, C

Assignment rules and queue configuration are two options that should be used to help the support team work on some of UC's cases. Assignment rules can be used to automatically assign cases to a queue based on certain criteria, such as case origin or priority. Queue configuration can be used to add Case as an available object to the existing queue and specify which users or groups can access the queue. Reference: https://help.salesforce.com/s/articleView?id=sf.case_assignment_rules.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5

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12 comments · newest first

Leonie 1 month ago

A and C could work too. Adding Cases to the existing queue is smart.

Brett 1 month ago

I prefer D. A new queue keeps things organized.

Doretha 1 month ago

I think A and B are the best options. Flows are efficient.

Theron 2 months ago

I disagree with D), creating a new queue seems unnecessary.

Kristeen 2 months ago

C) is a no-brainer, just add Cases to the queue!

Roxane 2 months ago

Wait, can you really add Cases to an existing queue? Sounds odd.

Harley 2 months ago

I think B) is the way to go, makes sense to use assignment rules.

Amber 2 months ago

A) and D) seem like solid choices!

Kathrine 2 months ago

I definitely recall that adding Cases as an available object is important, but I can't remember if we should stick with the existing queue or create a new one.

Raul 3 months ago

I'm a bit confused about whether to add Cases to the existing queue or create a new one. I feel like both could work, but I need to review that part again.

Lea 3 months ago

I remember a similar question where we had to assign tasks to a queue. I think configuring a flow could be a good option too.

Malcolm 3 months ago

I think using assignment rules to set the queue as the owner of the case makes sense, but I'm not entirely sure if that's the best approach.

Salesforce CRT-101 Exam - Topic 6 Question 116 Discussion