Service-Con-201 Case Management Practice Question
A consultant is designing a complex support routing solution using Case Queues and Assignment Rules. Which THREE best practices should the consultant follow? Choose 3 options.
Answer choices
Why each option matters
Answer the question above first, then reveal the full breakdown to understand why each option is right or wrong.
Correct answer & explanation
✓
Limit the number of active assignment rules to exactly one per object to prevent conflicting routing logic.
Best practices for assignment rules and queues include ordering rule entries logically, keeping queue memberships updated, and avoiding infinite loops.
Answer analysis
Option-by-option breakdown
For each option: why learners choose it and why it is or isn't the right answer here.
- ✗
Configure separate active assignment rules for every single individual agent in the organization.
Why it's wrong here
Creating individual assignment rules for every agent is inefficient; assignment rules route to queues or role/user groups.
- ✓
Limit the number of active assignment rules to exactly one per object to prevent conflicting routing logic.
Why this is correct
Salesforce only allows one active assignment rule per object at a time.
- ✓
Order rule entries from most specific criteria to least specific criteria.
Why this is correct
Because Salesforce evaluates rule entries sequentially and stops at the first match, specific rules must come first.
- ✓
Ensure that all queue members have appropriate object and record-level access to view cases in the queue.
Why this is correct
Queue membership grants access to pick up items, but users must also have appropriate object permissions and sharing access.
- ✗
Hardcode user record IDs directly inside all rule entry criteria definitions.
Why it's wrong here
Hardcoding user IDs is an anti-pattern; queues or roles should be used instead for maintainability.
About these practice questions
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JA
Written and reviewed by Johnson Ajibi, MSc IT Security
Senior Network & Security Engineer · founder of Courseiva
Last reviewed August 2026 · checked against the official Salesforce exam blueprint
This Service-Con-201 practice question is part of Courseiva's free Salesforce certification practice question bank. Courseiva provides original exam-style practice questions with explanations, topic-based practice, mock exams, readiness tracking, and study analytics to help learners prepare for the Service-Con-201 exam.