Salesforce Certified Platform Administrator free question 5 / 10 · Domain 4: Service and Support Applications
The active case assignment rule has Entry 1: Priority equals High goes to the Tier 2 queue. Entry 2: Priority equals High and Account Rating equals Hot goes to the VIP queue. High-priority cases for Hot accounts are not reaching the VIP queue. How can the administrator fix this?
- Entries assigned to users are evaluated before entries assigned to queues, so assign Entry 2 to a user
- When several entries match, the highest order number wins, so give Entry 2 an even larger order number
- Entries are evaluated starting with the one that has the most criteria, so add another condition to Entry 2
- Entries are evaluated in order and the first match decides, so put Entry 2 in an earlier order than Entry 1
Show the answer and explanation
Answer: D
Why this is correct
Help says the Order field sets the order in which entries are processed. Salesforce evaluates each entry in order and tries to match the criteria, and when a match is found it assigns the item and stops evaluating the rule entries for that item. Entry 1 matches first, so every high-priority case goes to Tier 2 whether or not the account is Hot. Moving the more specific entry ahead of the general one makes the VIP condition get checked first.
Why the other options are wrong
"Entries are evaluated starting with the one that has the most criteria, so add another condition to Entry 2" … Help says entries are processed in the order given in the Order field. The number of criteria does not decide the evaluation order.
"When several entries match, the highest order number wins, so give Entry 2 an even larger order number" … Help says evaluation stops at the first match for that item. A later entry with a larger number never overrides an earlier match.
"Entries assigned to users are evaluated before entries assigned to queues, so assign Entry 2 to a user" … An entry can assign to a user or a queue, but the evaluation order comes from the Order number, not from the type of assignee.
Key point
You change the order of entries from the rule's detail page by choosing Reorder and re-entering the numbers. Criteria can be entered as filters (up to 25 per entry, 255 characters each) or as a formula that evaluates to true.