Hi all,
I am currently studying for an admin certification exam and am using flash cards from Salesforce. One of these flashcards appears to contradict a response I got to a wrong answer on a Salesforce practice quiz regarding assignment rules. Can assignment rules assign new cases to teams?
Some background:
On a Unit 2, Module 2 flash card, it asks:
Support Representatives at Ursa Major Solar want the same technical engineer group to be associated with each new case. What should a system administrator define to implement this requirement?
It answers:
A case assignment rule to associate the case team
OK. Sounds good. But on a practice quiz answer key, it claims that "case teams cannot own records." Is ownership separate from assignment? If so, how do the assignment rules work in this case?
The answer key reads:
What two valid assignee options should an administrator use to configure case assignment rules? Choose 2 options.
A. Public group Incorrect. A public group consists of a set of users. Public groups cannot own records.
B. User Correct. User and queue can be assigned to a case.
C. Queue Correct. User and queue can be assigned to a case.
D. Case team Incorrect. A case team is a group of people that work together to solve cases. Case teams cannot own records.
Please advise!
I came to this question as well! It's in the Trailhead Platform Admin Practice test! I'm discouraged because Case Teams cannot be associated with a case using assignment rules. That means the information provided by Salesforce official study resource is incorrect.
