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Practice Exam Question
“This question came as a request from one of my Salesforce mentees.”
Problem:
A System Administrator creates a Workflow Rule that assigns a task to a support manager role when a case is escalated. The case owner is complaining about being assigned these tasks. What should a System Administrator do to correct this issue?
A. Add a field update to the Workflow to also change the owner.
B. Remove the Workflow and use a report instead.
C. Make sure there is only one user in the role.
D. Change the Workflow Rule to assign tasks based on profile.
Solution
Answer:
C. Make sure there is only one user in the role.
Explanation:
If the assignee of a workflow task is a role and more than one user belongs to that role, the record owner becomes the task assignee, regardless of their role. We recommend that you don’t assign tasks to roles with multiple users. Assigning tasks to roles with one user allows you to easily change the user in that role without modifying the workflow rule. If the assignee of a workflow task is a role and that role is empty, the record owner becomes the task assignee, regardless of their role.
Resources:
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