Question

Using base platform functionality, which of the following is the first step the system takes to assign the Case?

1) An Assignment Rule creates a list of possible assignees
2) A Matching Rule assigns the Case to a group
3) The Case must be manually assigned
4) An Assignment Rule assigns the Case to a group

Answer 1

The first step in the case assignment process using base platform functionality is through an Assignment Rule, which assigns the case to a group or user based on predefined criteria.

Step-by-step explanation:

The question pertains to the functionality within a case management system where cases need to be assigned to appropriate entities for resolution. The first step in this process, using base platform functionality, is typically governed by Assignment Rules. These rules are configured to automatically assign incoming cases to specific users or groups based on predefined criteria. The rules are triggered upon case creation, and their purpose is to ensure cases are directed to the appropriate party without the need for manual assignment.

To answer the student's question directly, the first step the system takes to assign the Case is through an Assignment Rule, which assigns the Case to a group or individual user. This is achieved by evaluating the case details against the criteria set in the Assignment Rules. For instance, if the Assignment Rule is configured to assign all cases related to 'billing' to the accounting department, any incoming case with 'billing' tagged would be automatically routed accordingly.