Universal Containers (UC) has a queue that is used for managing tasks that need to be worked by the UC customer support team. The same team will now…

To allow the support team to manage Cases using their existing queue, two steps are required. First, the queue itself must be configured to support the Case object. By default, a queue is created for specific objects, so the administrator must edit the existing queue and add 'Case' to its list of supported objects. Second, a mechanism is needed to automatically route incoming Cases to this queue. Case Assignment Rules are the standard, declarative Salesforce feature designed specifically for this purpose, allowing administrators to define criteria that, when met, assign a Case to a specific user or queue.

A. While a flow can assign records, Case Assignment Rules are the standard, purpose-built automation tool specifically for routing new cases and are simpler to configure for this task.

D. Creating a new queue is inefficient. The existing queue can be modified to include the Case object, allowing the same team to manage both Tasks and Cases from one place.

1. Salesforce Help: Set Up Queues

In the setup process for a queue, the documentation states: "Select the objects you want to be in the queue. Users can assign records for these objects to the queue." This confirms that the Case object must be explicitly added to the existing queue's configuration. (Reference: Setup > Users > Queues > Edit Queue > Supported Objects section).

2. Salesforce Help: Set Up Assignment Rules

The official documentation specifies: "Case assignment rules automate your organization’s support processes. Use case assignment rules to automatically assign cases to users or queues based on criteria you define." This identifies assignment rules as the primary tool for routing cases to queues. (Reference: Setup > Service > Case Assignment Rules).

3. Trailhead Module: Automate Case Management

The unit "Route Cases with Queues and Assignment Rules" explicitly details this two-step process: "First, create a queue... Next, create an assignment rule to automatically add cases to the queue." This directly supports using both queue configuration and assignment rules in conjunction.