Ursa Major Solar classifies its accounts as Silver, Gold, or Platinum Level. When a new case is created for a Silver or Gold partner, it should go to the Regular Support Queue. When an account is Platinum Level, it should automatically go to the Priority Support Queue.
What should the administrator use to achieve this?
A. Case Rules
B. Workflow Rules
C. Assignment Rules
D. Escalation Rules
Answer (2)
The administrator should use Assignment Rules to route cases based on partner account levels. Silver and Gold partners will go to the Regular Support Queue, while Platinum partners will go to the Priority Support Queue. This method ensures efficient support case management.
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To ensure that cases created for Silver, Gold, or Platinum Level accounts are directed to the appropriate support queue, the administrator should use Assignment Rules .
Assignment Rules are a feature used in many customer relationship management (CRM) systems like Salesforce to automatically route cases (or leads) to the appropriate user or queue based on specific criteria.
Here's a step-by-step explanation of how Assignment Rules work in this context:
Define Criteria for Each Case Type : The administrator sets up criteria within the Assignment Rules that specify which cases should be directed to which queues. In this case, the criteria are based on the account level.
Route Cases Based on Account Level :
For cases created from Silver or Gold partner accounts, the rule would state that these should be sent to the Regular Support Queue.
For cases that come from a Platinum partner account, the rule directs them to the Priority Support Queue as these clients often require faster or more specialized support due to the elevated service level agreements typically associated with them.
Implement and Activate the Rules : Once the criteria are set, the administrator needs to activate the Assignment Rules so that they take effect in real-time whenever a new case is created.
By using Assignment Rules, the administrator can efficiently manage incoming cases and ensure they reach the appropriate team without manual intervention, thus improving the turnaround time and service quality. This automation is crucial for maintaining efficient customer service operations in a business environment.
