The service manager at Ursa Major Solar wants to let customers know that they have received their cases via email and their websites. Medium-priority and high-priority cases should receive different email notifications than low-priority cases. The administrator has created three email templates for this purpose.
How should an administrator configure this requirement?
- Include three assignment rules that fire when cases are created. Add a filter for case priority.
Select the appropriate email template for each rule.
- Add three auto-response rules. Configure one rule entry criteria for each rule and set a filter for case priority. Select the appropriate email template for each rule entry.
- Configure one workflow rule that fires when cases are created. Add a filter for case priority. Select the appropriate email template for the rule.
- Create one auto-response rule. Configure three rule entry criteria and set a filter for case priority.
Select the appropriate email template for each rule entry.
Answer(s): D
Explanation:
Auto-response rules are used to automatically send email responses to lead or case submissions based on the criteria you define. You can create one auto-response rule per object (lead or case) and configure multiple rule entries with different criteria and actions within that rule. To meet the requirement of sending different email notifications based on case priority, you need to create one auto-response rule for cases and configure three rule entries with filters for low-priority, medium- priority, and high-priority cases respectively. Then you need to select the appropriate email template for each rule entry action.
Reference:
https://help.salesforce.com/s/articleView?id=sf.customize_leadsautor.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_casesautor.htm&type=5
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