A support case is a record that tracks a customer’s question, problem, feedback, or request for

service. A support case can be created manually by a user or automatically by an email, web form,

chat, etc. A support case can be assigned to a user or a queue for further action or resolution. To

automatically route incoming support cases to the correct team based on their tier level, a Solution

Architect should configure the following:

Assignment Rules: Assignment rules are rules that define how to assign cases to users or queues

based on certain criteria or conditions. Assignment rules can help automate the case assignment

process and ensure that cases are routed to the right people or teams based on their skills,

availability, workload, etc.

Queues: Queues are lists of records that need to be worked on by multiple users or teams. Queues

can help organize and prioritize workloads and distribute cases among users or teams based on their

capacity or expertise.

Option C is incorrect because support processes are processes that define the stages or statuses that

a case goes through from creation to closure. Support processes do not affect how cases are assigned

to users or queues based on tier level. Option D is incorrect because auto response rules are rules

that define how to send automatic email responses to customers when cases are created or updated

based on certain criteria or conditions. Auto response rules do not affect how cases are assigned to

users or queues based on tier level. Reference:

https://help.salesforce.com/s/articleView?id=sf.customize_case.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.customize_supporthome.htm&type=5

https://help.salesforce.com/s/articleView?id=sf.queues_overview.htm&type=5