Question

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?

a. Create a new queue and add Cases as an available object.
b. Configure a flow to assign the cases to the queue.
c. Add Cases to the existing queue as available object.
d. Use assignment rules to set the queue as the owner of the case.

Answer 1

To enable the support team to work on Cases in the same queue used for tasks, the administrator should add Cases as available object to the existing queue and use assignment rules for automatic case routing. These actions streamline the process within Salesforce.

Step-by-step explanation:

When Universal Containers wants its support team to work on both tasks and cases within the same queue, the administrator has a few options. Understanding Salesforce queue management is critical in this context. The steps to ensure that the support team can manage Cases efficiently would be to:

• Option C -Add Cases to the existing queue as an available object. This is the most efficient method as it leverages the existing queue structure.

• Option D- Use assignment rules to set the queue as the owner of the Cases automatically. Assignment rules can ensure that new Cases are routed to the correct queue based on criteria set by the administrator.

In this scenario, option c and option d are the most appropriate actions to take, as they both utilize existing structures and automation within the Salesforce platform to efficiently manage new Cases with the support team's current workflow.

Answer 2

To help the support team at Universal Containers manage Cases along with other tasks, the administrator should add Cases as an available object to the existing queue and use assignment rules to set the queue as the owner of the new Cases.

Step-by-step explanation:

The correct options to help the support team at Universal Containers (UC) manage tasks and Cases would be:

c. Add Cases to the existing queue as an available object.

d. Use assignment rules to set the queue as the owner of the case.

An existing queue can be used by adding Cases as an available object to ensure that the team can manage them alongside other tasks. In addition, assignment rules can automate the process of assigning incoming Cases to the right queue, which in this scenario is the existing queue that is already used by the UC customer support team. This avoids the need to create a new queue, simplifying the management process and ensuring a more unified approach to handling tasks and Cases. Configuring a flow is another method to assign Cases, but isn't explicitly mentioned as the best solution in the context of the provided options.