Service and Support Applications10% of the exam
Cases, case assignment rules and queues
How cases get an owner: the single active case assignment rule and its ordered entries, the Default Case Owner, queues as shared work lists, and case teams and parent cases for collaboration.
Describe the capabilities of case management (for example: case, case assignment rules, and queues).
~7 min read · 14 practice questions
What the exam expects
- Explain what a case is and how a new case gets its owner, whether it arrives through Web-to-Case, Email-to-Case or the Cases tab.
- Design a case assignment rule: one active rule, ordered entries, first match wins, users or queues as targets, an optional email template per entry.
- Choose a queue when a team must share a work list and take ownership, and know what queue membership does and does not grant.
- Use Support Settings correctly: the Default Case Owner catches unmatched cases; the Automated Case User only labels automated actions.
- Pick the right collaboration tool: a predefined case team for people who work on a case, the Parent Case field for related cases.
Key facts
Active case assignment rules
- Detail
- One at a time; activating another deactivates the current rule
Entry evaluation
- Detail
- In order; stops at the first matching entry
Entries per rule
- Detail
- Up to 3,000, including 300 formula entries
Assignment targets
- Detail
- A user (active, with Read on cases) or a queue
Entry email template
- Detail
- Sent to the new owner, or to the queue email and all members; no template means no email
Take a case from a queue
- Detail
- Queue list view, select, Accept; requires Edit on cases
Queue members
- Detail
- Users, roles, roles and subordinates, public groups, territories, connections, partner users
Case team role access
- Detail
- Read/Write, Read Only or Private
Merge cases
- Detail
- Up to three cases into one master
Sources for this section (6)
- Assignment Rule Guidelineshelp.salesforce.com (opens in a new tab)
- Set Up Assignment Ruleshelp.salesforce.com (opens in a new tab)
- Assign Caseshelp.salesforce.com (opens in a new tab)
- Create Queueshelp.salesforce.com (opens in a new tab)
- Create Case Team Roleshelp.salesforce.com (opens in a new tab)
- Merge Caseshelp.salesforce.com (opens in a new tab)
- Why can't an admin remove Read on cases from a rep named in an assignment rule entry?
- Which permissions must a user named as the Automated Case User have?
- How many cases can a rep merge into one master case?
- Which Support Settings option selects Send Notification Email automatically when users change a case owner?
- When do new Web-to-Case and Email-to-Case cases get Visible in Self-Service Portal selected automatically?
The questions are free to read. Answers with their sources and self-grading are included with the pack.
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