Cloudy Computing has a custom Case assignment rule with multiple rule entries. A Case has been submitted that matches multiple rule entry criteria. How will Salesforce determine which user or queue to assign the Case to?

• Case Assignment Rule Name
• Rule Entries Order ✅
• Case Assignment Priority
• Escalation Rule

Correct Answers

Rule Entries Order ✅

Explanation

When adding rule entry criteria you also set the order. ‘Order’ determines the order in which the entry is processed, for example, 1 will be processed before 5. Salesforce will evaluate each entry in order until it finds a match. Once a match is found, it stops evaluating the rule entries and assigns the item. In our example, if our Case matched multiple entry criteria, the Case will be assigned to the queue or user in the first match found.

If our Case matches Account Type EQUALS Customer and Account SLA EQUALS Gold, the Case will match Account Type EQUALS Customer (as it is number 1 in the order) and will be assigned to the Customer Cases queue.

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