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Which user is listed in the case history related list for case changes made from Assignment and escalation rules?



A. The user who created the assignment of escalation rule.
B. The automated case user specified in the support settings.
C. The owner of the case when the rule was triggered.The default case owner specified in the assignment or escalation rule.
D. The default case owner specified in the assignment or escalation rule.

This question is part of Salesforce ADMIN 2013
Asked by Kleberdesouza, Last updated: Mar 30, 2020

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2 Answers

e.Ronald

E.Ronald

Answered Jan 03, 2018

Salesforce is a company related to cloud computing. This company offers ways in which it helps companies manage their tasks and cases as well as escalating tasks and actions. During these rules, there is order and criteria that is put into place. There are two different types of rules. One is called the Case Assignment Rule and the other one is called the Case Escalation Rule.

A big difference between these two are whether you can specify the hours. Business hours can be specified in the Case Escalation Rule, but it can’t in the Case Assignment Rule. It is determined that in the case history related list for case changes made from Assignment and Escalation rules, the user that will be listed will be the automated case user that is specified in the support settings.

 

John Smith

John Smith

Answered Jan 24, 2017

The automated case user specified in the support settings
 

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