An active case assignment rule contains several rule entries in a specific order, and an incoming case meets the criteria of more than one entry. Which entry determines how the case is assigned?
- AEvery matching entry is applied in turn, so the case is reassigned repeatedly until the lowest-priority entry has run last.
- BThe entry with the most specific filter criteria is applied, regardless of where it sits in the ordered list of entries.
- CThe last matching entry in the order is applied, because later entries always override any earlier entry that also matched.
- DThe first entry in the order whose criteria the case matches is applied, and no later entries are evaluated for that case. Correct
Why A is wrong: This is tempting because entries are numbered, but assignment stops at the first match; the case is not passed through every matching entry in sequence.
Why B is wrong: Salesforce does not measure specificity of criteria; order alone decides, so an entry lower in the list never wins just because its filters look more detailed.
Why C is wrong: This inverts the real behaviour; evaluation stops at the first match, so a later entry never overrides an earlier one that already matched.
Why D is correct: Assignment rules evaluate entries top to bottom and stop at the first entry whose criteria are met, so the earliest matching entry alone determines the assignment.