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)
- Where does a new lead go when no entry in the active lead assignment rule matches?
- Why does moving a rule entry up or down change which queue a case lands in?
- What can an escalation action do, and how many actions can one rule entry have?
- On which Setup page do you set the Default Workflow User, and when does Salesforce fall back to it?
- Why is Einstein Case Classification a poor choice when routing must be identical and auditable for every case?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
Keep reading with the Platform Administrator pack
- Core concepts
- Exam traps
- Worked scenario
The pack includes:
- All 28 lessons of the Platform Administrator guide, with reading progress
- Interactive decision walks and step-by-step sequence steppers
- Inline practice questions and one-click topic practice (15 questions for this lesson)
- An official source cited for every claim
- An AI tutor that answers from the guide
- Unlimited timed practice exams