A System Administrator creates a Workflow Rule that assigns a task to a support manager role when a case is escalated. What should a System Administrator do to correct this issue?

A correct course of action when a Workflow Rule is not functioning as intended is to ensure that a role has a specific configuration that allows for tasks to be assigned appropriately. In this case, the correct answer suggests making sure there is only one user in the role assigned to the Workflow Rule.

When a task is assigned to a role, if multiple users are part of that role, the system cannot determine which user should receive the task when the case is escalated. This could lead to confusion or missed tasks if more than one user is present in the role and the assignment isn't clear. By ensuring that only one user is in that role, the assignment becomes straightforward—the system will know exactly which user to assign the task to, thus streamlining the process.

Other choices could introduce complications. Changing the Workflow Rule to assign tasks based on profile may not resolve the issue if the same ambiguity exists within profiles. Adding a field update to change the owner may not address the primary concern of ambiguity in assignment due to multiple users. Removing the Workflow in favor of a report might eliminate automated task assignments altogether, which could defeat the purpose of the Workflow Rule.