Which of the following utilize the "Automated Case User"? (Choose 3)

The "Automated Case User" is utilized in various scenarios within Salesforce Service Cloud where cases are handled without direct human intervention.

When a case is automatically assigned using assignment rules, this user is recorded in the case history. This is important for tracking purposes, as it provides visibility into which system-driven processes are attributing actions. The history indicates that the case assignment was not performed by a human, but rather through predefined automation, which helps in understanding case management processes and audit trails.

Additionally, when a case is escalated, the Automated Case User is also noted in the case history. Escalation typically involves automatic triggers based on specific criteria or metrics, again indicating that the case action was not manually executed. This reinforces the understanding that certain cases need additional attention and identifies the automated nature of the escalation response.

In instances where a case is created via Web-To-Case, the Automated Case User is similarly recorded in the history. Web-To-Case is a powerful feature allowing cases to be generated automatically from web forms. Capturing this user in the case history signals that the case entry was not mediated by an agent but was a result of automated processes, which is crucial for evaluating the volume and nature of cases received through digital channels.

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