Explanation:

The client's primary goal is to reduce the level of effort required to get the right people involved in resolving service issues more quickly. This is a classic Service Cloud use case that requires a mechanism to automatically route incoming work to the appropriate group of agents.

Let's break down the options in detail:

A. Create queues with support agents and use assignment rules.
This is the most effective and standard solution within Salesforce Service Cloud to meet the client's objective.
Queues: A queue is a virtual holding space for records like cases. Instead of assigning a case to an individual, you can assign it to a queue. Any member of that queue can then view the case and claim ownership. This directly addresses the need to get the "right people" (the members of the queue) involved.
Assignment Rules: These are a powerful automation feature. You can define a set of rules with criteria (e.g., if Case Origin is 'Email' and Priority is 'High') and specify an action (e.g., assign to the 'Premium Support' queue). When a new case is created, the assignment rules engine evaluates it and routes it accordingly.
By combining these two features, the system automatically handles the distribution of cases based on business logic, eliminating the need for a manual triage process and significantly reducing the level of effort. The right group of agents is notified instantly, leading to a quicker resolution.

B. Predefine case teams and use assignment rules.
This option is incorrect because it confuses the purpose of a case team with the purpose of a queue.
Case Teams:
A case team is a group of users who collaborate on a specific case after it has already been assigned to an owner. Their primary function is to grant access and define roles for collaboration, not for the initial distribution or ownership of the case. While you can automate the addition of a case team using tools like Salesforce Flow, assignment rules themselves cannot assign a case to a case team. This would require a more complex, multi-step solution and doesn't solve the core distribution problem as elegantly as queues.

C. Configure Web-to-Case and use assignment rules.
This option is incomplete and misidentifies the role of Web-to-Case.
Web-to-Case is a feature for creating cases from a website form. It's the source of the case, not the distribution mechanism. While you would use assignment rules in conjunction with Web-to-Case to distribute the newly created cases, Web-to-Case itself does not contribute to the "getting the right people involved" part of the problem. The core component for distribution here is still the assignment rule, and it would need to route to a queue to fulfill the client's requirement of distributing to a group of people. Therefore, this answer only provides half of the solution and focuses on the wrong component.

Reference for Queues and Assignment Rules
The Salesforce Service Cloud Consultant exam guide and official documentation frequently highlight the use of queues and assignment rules as the primary method for distributing incoming cases to the right support agents or teams.

Salesforce Help Documentation: The Salesforce Help portal has dedicated sections explaining queues and assignment rules.

Queues: The documentation describes queues as a way to prioritize, distribute, and assign records to teams that share workloads. It states that records remain in the queue until they are assigned to a user who can take ownership. This directly supports the idea of getting the "right people" involved by making cases visible to a specific group.
Assignment Rules: The documentation for assignment rules explains that they automatically route cases to a specified user or queue based on defined criteria. This is the mechanism for automating the distribution of work, which is central to the client's goal of "reducing the level of effort."
Salesforce Certified Service Cloud Consultant Exam Guide: The official exam outline includes a section on Case Management (18%) which covers designing a case management solution from creation to closure, including assignment and escalation. The use of assignment rules and queues is a fundamental part of this topic.

Reference for Why Other Options Are Incorrect
Case Teams: The purpose of Case Teams is for collaboration on a case, not for the initial assignment. Salesforce Help documentation on Case Teams explains that they are used to grant access and define roles for individuals who assist the case owner. This is a post-assignment step, not the initial routing solution.
Web-to-Case: Salesforce's documentation on Web-to-Case clearly defines its purpose as a channel for creating cases from a company website. While it's a critical part of the case intake process, it is not the mechanism for distributing the cases to agents. Web-to-Case is often used in conjunction with an assignment rule, which then routes the newly created case to a queue or a user. This confirms that Web-to-Case itself doesn't solve the distribution problem.

Explanation:

Salesforce Service Cloud has both "Standard" and "Enhanced" messaging channels for SMS. The key difference for this question lies in the message character limits.

Standard SMS channels, which are being phased out, have a limitation of 160 characters for short codes and 912 characters (or 396 with special characters) for long codes. Messages over these limits are broken into multiple parts, which can lead to higher costs and potential delivery issues.

Enhanced SMS channels are the current, recommended solution. They are built on a newer platform and offer more flexibility. Specifically, for long codes and toll-free long codes, the character limit is 912 characters (or 396 with special characters). For short codes, the limit is still 160 characters.

Given the client's need to send messages between 175 and 255 characters, a standard short code is not an option. While a long code could handle this length, the most modern, robust, and future-proof recommendation is to use the Enhanced SMS channel type. This ensures that the message is sent as a single, concatenated message without breaking it into multiple parts, which improves the customer experience and avoids potential issues.

Why the Other Options are Incorrect
A. SMS Long Code: While a long code (used with the Enhanced channel) has a character limit of 912 and would support the message length, "SMS Long Code" by itself isn't a complete answer. Salesforce's current recommendation is to use the "Enhanced" channel type, which offers more features and better performance. This is a subtle but important distinction for a Service Cloud Consultant.

C. SMS Short Code: Short codes, by their nature, are limited to 160 characters. A message of 175-255 characters would be broken into at least two separate messages. This is not a recommended solution as it can be confusing for the customer and is not the most efficient way to handle a single, longer message.

Explanation:

Universal Containers is looking for key performance indicators (KPIs) to assess whether their customer support center is profitable. This means they need metrics that relate to cost, efficiency, and performance.

Let’s evaluate each option:

🔍 A. All Cases by Customer
This report shows how many cases each customer has submitted.
It’s useful for customer engagement analysis, support volume by account, or account health tracking.
Does not relate directly to cost or profitability.
🔴 Not a cost-related KPI.

🔍 B. All Open Cases by Priority
This shows the current workload and the urgency of unresolved cases.
Helps support managers prioritize work, but it doesn’t indicate how efficient the team is, nor the cost to support.
🔴 Useful for operations, but not for profitability or cost analysis.

🔍 C. Case Resolution Time
Measures how long it takes to resolve a case.
Directly ties to agent efficiency and operational cost — longer resolution times mean higher labor costs per case.
Helps executive management evaluate:
Agent productivity
Case handling efficiency
Potential areas to optimize (automation, training, etc.)
It is a true KPI used in support center profitability analysis.
✅ Directly impacts profitability by highlighting how long resources are being used per case.

📚 Reference:
Salesforce Trailhead: Service Metrics and KPIs

“Key performance indicators (KPIs) such as case resolution time, customer satisfaction, and agent productivity help management monitor support center efficiency and costs.”

Best Practice (Support Center Profitability):
Common KPIs include:
Average Case Handle Time
First Contact Resolution
Cost per Case
Case Resolution Time

✅ Final Answer: C. Case Resolution Time
This KPI helps executives understand how efficiently support agents are resolving cases — a critical factor in cost management and profitability of a customer support center.

Explanation:

Why Not A?
Manual dependency on agents signing off: Omni-Channel agents signing off doesn’t automatically prevent the bot from routing cases—it just makes agents unavailable.
No automated handling of holidays: The bot would still attempt to transfer cases outside business hours unless explicitly coded otherwise.

Why Not B?
Passive approach: Simply notifying customers of delays doesn’t prevent case creation or enforce business-hour rules.
No dynamic routing: The bot wouldn’t proactively adjust behavior based on real-time availability.

Why C?
Automated business-hour/holiday checks: The bot uses a declarative Action (or Apex if needed) to query:
Default Business Hours (standard Salesforce object).
Active Holiday records (predefined in Salesforce).

Conditional routing:
If agents are available (within business hours + no holidays), the bot transfers to live chat.
If agents are unavailable, the bot directs users to a case form (self-service) or provides alternative help (e.g., Knowledge articles).
Scalable and maintainable: Centralizes logic in Salesforce configurations (not hardcoded).

Reference:
Einstein Bot + Business Hours:
Set Up Bot Transfer to Agents
Holiday Management in Salesforce

Exam Topic: "Digital Engagement" (Section 4.2 in the Service Cloud Consultant Exam Guide).

Key Takeaway: The solution must dynamically adapt to business hours/holidays without manual intervention. Option C achieves this using native Salesforce automation.

(Bonus: For complex scenarios, combine with Omni-Channel Statuses or Queue-based routing.)

Explanation:

Cloud Kicks (CK) wants an easy way for service agents to create new Knowledge articles when closing a case, with appropriate details from the case included to make the article useful. Using a Quick Action is the recommended method because it provides a user-friendly, low-code solution that integrates seamlessly with Lightning Experience and Lightning Knowledge, allowing agents to create articles efficiently while mapping case fields to the article. Below is a concise explanation of why this is the best choice and why the other options are less suitable.

C. Create a Quick Action to map case fields to a new article:
Quick Actions in Salesforce allow agents to perform tasks, like creating a Knowledge article, directly from the case record in Lightning Experience. A "Create Record" Quick Action can be configured on the Case object to create a new Knowledge article, with predefined field mappings to pull relevant case details (e.g., Case Description, Subject, or Resolution) into the article’s fields (e.g., Article Title, Body).
This approach is easy for agents as it appears as a button or action in the Case page layout, requiring minimal clicks. It’s also configurable via point-and-click tools, aligning with CK’s need for simplicity and ensuring case details are automatically populated to make the article useful. Supports Lightning Knowledge’s structure, where articles are stored as records (e.g., in the Knowledge__kav object) and can be drafted, reviewed, and published.
Reference:
Salesforce Help: Create Object-Specific Quick Actions
Trailhead: Lightning Knowledge Basics

A. Develop a globally-shared macro to create a new article:
Macros automate repetitive tasks by executing a series of predefined steps, such as filling out fields or creating records. However, macros are not designed to map case fields to a new article automatically. Creating an article via a macro would require agents to manually select and copy case details, which is less efficient and prone to errors.
Macros are better suited for repetitive agent tasks (e.g., sending standard emails) rather than structured data mapping. They also lack the seamless integration and automation of Quick Actions for this use case.
Why not ideal: Macros increase agent effort and don’t ensure consistent inclusion of case details, failing to meet the requirement for ease and usefulness.
Reference: Salesforce Help: Macros

B. Use a trigger to automatically create a new article:
A trigger (custom Apex code) could automatically create a Knowledge article when a case is closed, mapping case fields to article fields. However, this approach is overly complex for CK’s needs, requiring development, testing, and maintenance, which increases implementation effort and cost.
Triggers are less user-friendly, as they remove agent control over when an article is created (e.g., not every closed case may warrant an article). This could lead to irrelevant articles being created, cluttering the Knowledge base.
Why not ideal: Triggers don’t align with the requirement for an easy way for agents to create articles and may not allow agents to review or edit the article before creation.
Reference: Salesforce Developer Guide: Apex Triggers

How Quick Actions Work for CK:
Create a Create Record Quick Action on the Case object, targeting the Knowledge article object (Knowledge__kav).
Define field mappings to pre-populate article fields (e.g., map Case Description to Article Body, Case Subject to Article Title).
Add the Quick Action to the Case page layout in Lightning Experience.
When closing a case, agents click the Quick Action button, review the pre-filled article, and save or submit it for review, ensuring useful content is captured efficiently.
Exam Relevance: The Service Cloud Consultant exam tests knowledge of Knowledge Management (10%) and Case Management (20%), emphasizing solutions that enhance agent productivity and leverage standard Salesforce features. Quick Actions are a key low-code tool for streamlining processes in Lightning Experience.

Reference:
Salesforce Certified Service Cloud Consultant Exam Guide: Exam Outline
Salesforce Help: Knowledge Articles in Lightning

Explanation:

Universal Containers needs:
⚙️ Automated case creation to reduce agent effort
📈 Scalability to 5,000 cases/day
📎 Support for file attachments up to 10 MB
🧾 A reliable intake channel that customers can easily use

Let’s evaluate each option:

🅰️ A. Web-to-Case
Web-to-Case allows customers to submit cases via a form on a website.
It supports up to 5,000 cases per day, which meets the volume requirement.
However, file attachments are not supported natively—you’d need custom development or third-party tools.
Also, it’s form-based, not ideal if customers prefer email.
❌ Fails the attachment requirement.

🅱️ B. On-Demand Email-to-Case
This is a cloud-based version of Email-to-Case.
It’s easier to set up (no need for an email relay or local agent).
However, it does not support attachments larger than 25 KB.
That’s a dealbreaker for UC’s requirement of <10 MB attachments.
❌ Fails the attachment size requirement.

🅲 C. Email-to-Case ✅ Correct
Email-to-Case is a Salesforce feature that creates cases from incoming emails.
It supports:
Attachments up to 25 MB
High volume case creation
Automation via workflows, auto-response rules, and assignment rules
Requires installing the Email-to-Case agent on a local server, but it’s worth it for the attachment support.
✅ Meets all requirements: volume, automation, and attachments.

📘 Authoritative References:
Salesforce Help: Email-to-Case Overview
Salesforce Help: Web-to-Case Overview
Salesforce Help: On-Demand Email-to-Case

Explanation:

The Salesforce Knowledge Article Importer is a declarative tool designed to help migrate existing knowledge articles into Salesforce. When dealing with articles that contain rich text, such as how-to guides formatted in HTML, the importer has a specific structure it expects.

Here's how the process works:
Prepare a CSV file: This file acts as the manifest for the import. Each row represents a single article, and columns correspond to the fields of your Salesforce Knowledge article type (e.g., Title, URL Name, and any custom rich text fields).
Prepare HTML files: For each rich text area field in your article, you must create a separate HTML file. The content of this HTML file is the actual body of the how-to guide. The rich text field in your CSV file will then contain the relative file path to this HTML file.
Prepare a ZIP file: You package the CSV file, all of the HTML files, and any related images into a single ZIP file. The file structure within the ZIP is critical. The CSV and a properties file must be in the root directory, while the HTML and image files are typically placed in a subfolder (e.g., a "data" folder).

This method allows the importer to correctly parse the HTML content and populate the rich text fields in the new Salesforce Knowledge articles.

Why the Other Options Are Incorrect?
A. Change the HTML format first to support subfields. This is not a valid concept in Salesforce Knowledge import. The importer doesn't require "subfields" within the HTML itself. It maps the entire HTML file's content to a single rich text area field. The field mapping is done in the CSV file, not by modifying the HTML.

C. Modify the import parameters to specify HTML encoding. While you do need to be mindful of encoding (usually UTF-8), this is done in the .properties file, which is part of the import package. You don't "specify HTML encoding" as a separate, one-time parameter. More importantly, this step is secondary to the fundamental requirement of organizing the content into individual HTML files and referencing them in the CSV. The core solution for importing the HTML content itself is to create a file for each field, not just to set an encoding parameter.

Reference:
The explanation is directly supported by Salesforce's official help documentation for the Knowledge Article Importer.
Salesforce Help: Create a .csv File for Article Import
This document is the definitive guide on how to prepare your files for import.
It explicitly states, "Enter the articles' data for each field, except for rich text area fields where you must enter the relative path to the corresponding .html file in your .zip file. Never enter raw text."
It also clarifies that if you have multiple rich text area fields, "create a separate .html file for the contents of each field."
The document outlines the file structure, which involves creating a zipped folder that contains the CSV, a properties file, and the separate HTML files (often organized in a subfolder).

The process of creating a CSV file that points to individual HTML files for rich text fields is a core requirement of the native Salesforce Knowledge Article Importer. The other options are incorrect because they deviate from this required structure. Modifying HTML for "subfields" is not a recognized concept, and simply specifying encoding is an incomplete step that doesn't address the fundamental need to structure the rich text content as separate files.

Explanation:

Universal Containers wants to be notified when a new case is untouched for more than 2 business hours. This is a classic case escalation scenario, where a case hasn't been acted upon within a defined SLA (Service-Level Agreement).

Let’s go through each option:

🔍 A. Establish Case Assignment Rules
Assignment Rules automatically assign incoming cases to users or queues at creation time, based on criteria like subject, origin, priority, etc.
They do not monitor time-based behavior like inactivity or lack of updates.
🔴 Incorrect – assignment rules don’t track elapsed time.

🔍 B. Create a Flow with a Scheduled Path
Scheduled Paths in Record-Triggered Flows can be used to take action after a delay (e.g., 2 hours after creation).
You could build a flow to check whether a case has been touched (e.g., check if Status is still "New", or if no updates have been made).
However, implementing business hours logic (e.g., 2 business hours, not just elapsed time) in a flow requires complex customization.
It's doable, but not ideal when there’s a native feature that handles this exact use case.
🟡 Technically possible, but overcomplicated for this requirement.

🔍 C. Configure Case Escalation Rules
Escalation Rules are designed to monitor cases based on age and business hours.

You can:
Set a rule to evaluate the case after 2 business hours.

Trigger actions like:
Notifying the support manager via email.
Reassigning the case.
Adding a task.

You can define:
Business hours
Criteria (e.g., if case status is still "New" or unassigned)
✅ Purpose-built for this scenario.

📚 Reference:
Salesforce Help: Set Up Case Escalation Rules

"Use escalation rules to reassign and notify individuals when a case is not closed within a specified time based on business hours."

✅ Final Answer: C. Configure Case Escalation Rules
Because escalation rules are specifically designed to track elapsed business time on cases and trigger notifications or actions, they are the best and most scalable solution here.

Explanation:

Why Not A? (Slack Connect)
Slack Connect is a collaboration tool for internal teams or external partners, not designed for customer-facing support.
While it can facilitate internal communication, it doesn’t directly address customer feedback or automate responses.

Why Not B? (Service GPT)
Service GPT (or similar generative AI tools) can assist with dynamic responses but is not a standalone messaging tool in Salesforce.
It may require additional configuration and lacks built-in case deflection or routing logic like Einstein Bots.

Why C? (Einstein Bots)
Automates common inquiries: Handles repetitive customer questions (e.g., order status, returns) using predefined dialogs or AI-driven responses.

Extends support capabilities:
24/7 self-service (reduces agent workload).
Seamless escalation to live agents when needed (via Omni-Channel).

Integrates with Service Cloud:
Logs cases automatically.
Pulls Knowledge articles for accurate answers.
Addresses feedback proactively: Can survey customers post-chat to gather insights.

Reference:
Einstein Bots:
Einstein Bot Setup Guide
Case Deflection with Bots

Exam Topic: "Digital Engagement" (Section 4.2 in the Service Cloud Consultant Exam Guide).

Key Takeaway: Einstein Bots provide scalable, automated messaging while extending support capacity—perfect for addressing common feedback and reducing agent workload.

(Bonus: Pair with Einstein AI for sentiment analysis to further improve customer interactions.)

Explanation:

Cloud Kicks (CK) has implemented Knowledge-Centered Support (KCS) and seen improvements in customer satisfaction and reduced call times after a pilot focused on creating articles for common support topics. To continue improving support KPIs (e.g., customer satisfaction, resolution time, deflection rates), CK needs to identify gaps in its Knowledge base to ensure agents and customers can find relevant articles. The Search Activity Gaps dashboard component is the recommended next step, as it helps analyze article usage and search patterns to pinpoint missing or underperforming content. Below is a concise explanation of why this is the best choice and why the other options are less suitable.

B. Use the Search Activity Gaps dashboard component:
The Search Activity Gaps dashboard component in Salesforce Knowledge (available in Lightning Experience) analyzes search terms entered by users (agents or customers) that return no results or low-quality results. This identifies gaps where articles are missing or not addressing user needs, allowing CK to focus article creation on high-impact topics.
Aligns with KCS principles, which emphasize evolving the Knowledge base based on demand and usage (e.g., creating articles for unresolved searches). This data-driven approach ensures CK targets content creation to further improve KPIs like case deflection (self-service) and resolution time.
Directly supports CK’s goal of improving KPIs by identifying where the Knowledge base lacks coverage for common issues, building on the pilot’s success.
Reference:
Salesforce Help: Analyze Knowledge Search Activity
Trailhead: Knowledge-Centered Service (KCS) in Salesforce

A. Allow agents to create and publish articles independently:
Allowing agents to create and publish articles without oversight could lead to inconsistent quality, duplicate content, or articles that don’t follow KCS best practices (e.g., structured format, demand-driven content). KCS emphasizes a review process to ensure articles are high-quality and reusable. While empowering agents is part of KCS, CK is in the early stages post-pilot and should first focus on identifying content gaps before expanding article creation. Without data on where gaps exist, agents may create articles that don’t address critical needs, limiting KPI improvement.
Why not ideal: This option risks diluting the Knowledge base quality and doesn’t directly address the need to focus efforts based on data-driven insights.
Reference: Salesforce Help: Knowledge Article Lifecycle

C. Detach articles from cases to reset statistics:
Detaching articles from cases removes the link between a case and the Knowledge article used to resolve it, which resets analytics like article usage or case deflection metrics. This would erase valuable data about article effectiveness, hindering CK’s ability to measure KPI improvements or identify trends.
This action doesn’t align with KCS or CK’s goal of improving support KPIs, as it disrupts the ability to track which articles are most useful or where gaps exist.
Why not ideal: Resetting statistics provides no actionable insights for focusing efforts and could undermine the pilot’s success by losing data continuity.
Reference: Salesforce Help: Link Knowledge Articles to Cases

How Search Activity Gaps Helps CK:
The dashboard identifies searches with no results (e.g., “billing error code 123”) or low engagement, indicating missing articles or content that needs improvement.
CK can prioritize creating articles for these gaps, ensuring the Knowledge base addresses the most common customer issues, further reducing call times and improving satisfaction.
Example: If the dashboard shows frequent searches for “password reset issues” with no results, CK can create targeted articles, increasing self-service and agent efficiency.
Exam Relevance: The Service Cloud Consultant exam tests Knowledge Management (10%) and Service Cloud Solution Design (16%), emphasizing data-driven optimization of Knowledge bases using KCS principles. Understanding tools like the Search Activity Gaps component is key to improving support outcomes.
Reference:
Salesforce Certified Service Cloud Consultant Exam Guide: Exam Outline
Salesforce Help: Knowledge Reports and Dashboards

Explanation:

In Service Cloud Messaging, real-time chat or messaging sessions are managed to ensure agent productivity and accurate session handling. When a customer stops responding for an extended period (like 30 minutes), it is generally considered a disengagement or session timeout scenario.

Let’s evaluate the options in this context:

🔍 A. End the messaging session with the customer
Best practice is to end the session after a defined inactivity period to:
Free up the agent’s capacity.
Avoid cluttering the workspace with idle sessions.
Trigger any automation (e.g., CSAT surveys or follow-up tasks).
Salesforce admins can configure inactivity timeouts using Messaging Session Settings, but in this case, the agent is taking manual action after observing the delay.
Clean and professional — the agent can optionally send a final message like:
“It looks like you’re away. I’m going to close this chat for now. Feel free to reach out again anytime!”
✅ Correct approach aligned with productivity and session management.

🔍 B. Mark the messaging session as customer Inactive
There’s no manual “mark as inactive” function in standard agent UI.
Salesforce automatically tracks inactivity status using system timestamps, but the agent does not manually mark it as such.
This is not a valid or actionable step for agents.
🔴 Invalid option.

🔍 C. Leave the messaging session with the customer open
This would cause the session to remain idle, tying up the agent’s workspace.
Could lead to lower agent utilization, missed KPIs, and cluttered UI.
Not recommended unless there's a short, defined waiting window (e.g., 1–2 minutes).
🔴 Inefficient and not recommended after 30 minutes of no response.

📚 Reference:
Salesforce Help: Messaging Session Settings
“You can define inactivity timeout settings to automatically end messaging sessions after a set duration.”
Salesforce Trailhead: Service Cloud Messaging
"Agents should end messaging sessions when the customer stops responding or the issue is resolved."

✅ Final Answer: A. End the messaging session with the customer
It ensures workspace efficiency, reflects real-world best practices, and aligns with Salesforce Messaging behavior.

Explanation:

Why Not A? (Omni-Channel)
Omni-Channel is a case routing and distribution tool, not a solution for customizing case fields or processes per business group.
It helps assign cases to the right agents but doesn’t control field visibility, page layouts, or business processes.

Why Not C? (Dynamic Forms)
Dynamic Forms allow field-level customization on page layouts but don’t inherently define separate support processes (e.g., approval paths, status values).
While useful for field visibility, they don’t fully address the need for distinct workflows per business group.

Why B? (Record Types)
Record Types are the standard Salesforce feature for defining:
Different fields, page layouts, and picklist values per business group.
Unique support processes (e.g., case status transitions, approval processes).

How it works for UC’s requirement:
Create two Case Record Types (e.g., "Business Group A Support" and "Business Group B Support").
Assign different page layouts, fields, and processes to each.
Use assignment rules or queues to route cases to the correct team.

Reference:
Salesforce Record Types:
Record Types Overview
Set Up Case Record Types

Exam Topic:
"Case Management" (Section 2.1 in the Service Cloud Consultant Exam Guide).
Key Takeaway:
Record Types are the most scalable and native way to support separate processes and fields for different business groups.
Bonus:
(Combine with Process Builder or Flows to automate unique workflows per Record Type.)