ADM-201 practice question 2 of 30

Universal Containers introduced a new product and wants to track all associated cases that get logged. They are looking for an automated solution…

Choose your answer, then check it against the explanation and the full breakdown below.

Domain Workflow/Process Automation

Universal Containers introduced a new product and wants to track all associated cases that get logged. They are looking for an automated solution that would give the product's two lead engineers read/write access to all new cases that reference the new product. What should an administrator do to satisfy this requirement?

Answer options

Correct Answer:

Explanation

The most effective and direct solution is to use a combination of a predefined case team and a case assignment rule. An administrator can first create a predefined case team that includes the two lead engineers and grants them read/write access. Then, a case assignment rule can be configured to trigger when a new case is created with criteria matching the new product. A key action of this assignment rule is to automatically add the predefined case team to the case, thus granting the required access to the engineers in an automated fashion.

Why Incorrect

A. Create a queue and a criteria-based sharing rule.

A queue is for record ownership, not for granting access to specific users who don't own the record. While a sharing rule could grant access, Case Teams are the more appropriate feature for collaborative case resolution.

C. Create a user-based sharing rule and an ad-hoc case team.

Ad-hoc case teams are added manually to individual cases, which does not meet the requirement for an automated solution. User-based sharing rules are based on record ownership, not the case's criteria.

D. Create an auto-response rule and a public group.

Auto-response rules are used to send automated email responses to customers who submit a case. They do not control internal user access to records.

References

1. Salesforce Help Documentation

"Set Up Case Teams": "You can set up case assignment rules to automatically add a predefined team to a case that meets specific criteria

such as the origin or record type of the case." This directly supports using an assignment rule to add a predefined team.

2. Salesforce Help Documentation

"Set Up Assignment Rules": Under the "Create Case Assignment Rules" section

the documentation lists available actions for rule entries

which includes the ability to "Add a predefined case team to a case." This confirms the mechanism for automation.

3. Trailhead by Salesforce

"Service Cloud for Lightning Experience" module

"Automate Case Management" unit: This unit explains that "Case assignment rules automate your organization’s support processes... You can also configure assignment rules to add a predefined case team to cases that match the criteria." This reinforces that the combination in option B is the standard

intended functionality.

Question 2 of 30

Question breakdown

Tests: Automate case access using case teams and assignment rules
Difficulty: Medium

Key idea: A case assignment rule entry can automatically add a predefined case team, giving its members the access level set by their case team role.

How to reach the answer

Key clues: 'automated', 'two specific engineers', 'read/write', and 'new cases that reference the new product'.
A predefined case team can hold the two engineers in a role that grants Read/Write access.
A case assignment rule can match on the product criteria and add that predefined team when the case is created.
Ad-hoc teams are manual, queues control ownership, and auto-response rules only send emails, so the other options are ruled out.

Each option

AIncorrect. A queue transfers ownership instead of adding collaborators, so this pairing is not the targeted case-collaboration solution the scenario calls for.
BCorrect. An assignment rule can add a predefined case team containing the engineers to every matching new case automatically.
CIncorrect. Ad-hoc case teams are added manually, and owner-based sharing rules can't filter by the product on the case.
DIncorrect. Auto-response rules send emails to customers and grant no record access.

Common trap: Criteria-based sharing rules can grant access by field value, so option A looks plausible, but the queue adds nothing and case teams are the built-in mechanism for automatically adding specific collaborators.

In practice: Support orgs often attach specialist or engineering case teams through assignment rules so experts can see and work cases on specific products without owning them.

Remember: For automatic per-case access for specific people, use a predefined case team added by a case assignment rule.

Drafted with AI assistance and checked against the answer key.

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