Automation15% of the exam
Choosing the right automation tool
How to pick between lead and case assignment rules, escalation rules, auto-response rules, Flow and Einstein predictions for a routing or follow-up requirement, and what the Default Workflow User does for background automation.
Given a scenario, identify the appropriate automation solution based on the capabilities of the tool (escalation rules, case assignment rules, lead assignment rules, default automation user, AI).
~7 min read · 15 practice questions
What the exam expects
- Choose a case or lead assignment rule to set the owner (user or queue) of a new record from its field values.
- Choose an escalation rule for a case open too long, including counting only business hours.
- Know what each rule type cannot do, so the rest goes to Flow.
- Explain where unmatched records go, and why entry order matters.
- Know what the Default Workflow User is for and where it is set.
- Decide when Einstein Case Classification or Einstein Lead Scoring fits better than a deterministic rule.
Key facts
Active rules per type
- Detail
- Only one lead assignment, one case assignment, and one escalation rule active at a time
Entry evaluation
- Detail
- In order; first matching entry wins and evaluation stops
Assignment rule assignee
- Detail
- A user or a queue; assigned users must be active with Read on the object
No entry matches
- Detail
- Default Web-to-Lead owner, the admin importing leads, or the default case owner (Support Settings)
Escalation actions per entry
- Detail
- Up to five, each with its own Age Over
Business hours
- Detail
- Escalation actions only run during their associated business hours
Auto-response rules
- Detail
- One active for leads and one for cases; first matching entry picks the template
Default Workflow User
- Detail
- Set on Process Automation Settings; used when the triggering user is inactive
Sources for this section (5)
- How many entries can one case assignment rule hold?
- Why can't you remove Read on cases from a user named in a case assignment rule entry?
- Which division does a lead get when an assignment rule assigns it in an org that uses divisions?
- Where do you see scheduled paths that are waiting to run?
- When can a flow get Einstein Case Classification predictions after a case was created?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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