Question

Which of the following support settings do you need to configure before setting up assignment rules, escalation rules, web-to-case, and email-to-case?

Option 1: Default Case Owner
Option 2: Web to Lead forms
Option 3: Automated Case User
Option 4: Service Level Agreements

Answer 1

The support setting that needs to be configured is the Default Case Owner, and the Automated Case User is also relevant. Web-to-Lead forms and Service Level Agreements are not directly related.

Step-by-step explanation:

The support setting that needs to be configured before setting up assignment rules, escalation rules, web-to-case, and email-to-case is Default Case Owner. This refers to the person who will be assigned as the owner of a newly created case by default.

Web-to-Lead forms are used to capture lead information from a website and are not directly related to the mentioned support settings. An Automated Case User is a system-generated user that can be assigned to cases that require automated processing, such as escalation rules or assignment rules. This setting is relevant to the mentioned tasks. Service Level Agreements (SLAs) define the expected response and resolution times for cases. While SLAs are important in managing support processes, they are not directly related to configuring the mentioned support settings.