salesforce case assignment rules on update

Case Assignment Rule in Salesforce

In this Salesforce tutorial, we will learn the case assignment rule in salesforce . In addition to this, we will also see step-by-step how to create case assignment rules in salesforce Lightning and Salesforce Classic.

While working in an organization that uses salesforce, I got a requirement where I need to assign cases to a specific team and team member. So, to fulfill this requirement, we create a salesforce case assignment rule.

If you want to learn How to create case assignment rules in Salesforce Lightning and Salesforce Classic , you have come to the right place.

The following are the topics that we will cover in this salesforce tutorial:

• Case assignment rule in Salesforce
• Component of case assignment rule in Salesforce
• Fields used in case assignment rule in Salesforce
• How to create case assignment rule in Salesforce Lightning
• How to create case assignment rule in Salesforce Classic

Table of Contents

Case assignment in Salesforce is the process of allocating a case to a certain team or teammate within an organization. A case assignment can be assigned in a variety of ways, either manually or in accordance with assignment criteria.

But, in this article, we will only focus on the case assignment rule in salesforce. So, a case assignment rule in salesforce is a process that automatically assigns cases to the appropriate team or teammate based on specific criteria.

This help in handling the case management procedure, speeding up responses, and boosting customer satisfaction. Also, it aids in enhancing both general effectiveness and customer service.

With this, we got an overview of the case assignment rule in salesforce. Now, we will move forward and understand its main components.

In Salesforce, the case assignment rule revolved around two main components such as case rule and case criteria.

• Case Rule: A case rule defines one or more than one condition that must meet to be assigned to a specific user. We can add as many rule entries as we want to a single assignment rule.
• Case Criteria: Case criteria are the conditions that are based on different factors such as case origin, status, type, etc.

In conclusion, the case assignment rule matches the case criteria first and then the case rule assigns the case to the appropriate user or queue.

With this, we got an overview of how the case assignment rule works in salesforce. Now, we will move ahead and try to understand the common fields used in the case assignment rule.

Some of the common fields used in Case Assignment Rules are given below:

• Order: This field is used to specify the order of the case entries in which we want to execute the case rule.
• Criteria: This field is used to specify the case condition that must meet with the case to whom it is assigned.
• User: This field specifies the salesforce user or team to whom the case is assigned.
• Email Template: This field is used to specify the email template that we want to use to send emails.
• Predefine case team: This field defines predefined case teams to add to the case.
• Replace existing predefine case team: This field replaces the existing predefined case team with a specified case team if the case condition meets.

With this, we have learned some common fields used in the salesforce case assignment rule. Now, we will move further and learn how to create case assignment rules in Salesforce Lightning .

Read: How to remove new event button from case object in salesforce

Here are the steps to create a case assignment rule in Salesforce Lightning:

Step 1:  Log in to your Salesforce account and go to  Setup .

Step 2:  In the Quick Find box, type  Assignment Rules , then select  Case Assignment Rules located under Services.

Step 3:  Click  New  to create a new case assignment rule.

Step 4:  Enter a  Rule Name  for the case rule. Here, I create the Rule “High Priority Case” .

Step 5:  Activate the rule by clicking the  Activate  button. Activating this rule will deactivate the current case assignment rule automatically as at one time only one rule is activated.

Step 6:  Click  Save  to save the rule.

Step 7:  Select the  Rule Name  and open it to add case assignment rules.

Step 8:  Click  New  to create multiple rule entries under this rule.

Step 9:  Set the  Rule Order  in which these rule entries will process.

Step 10:  Define the criteria that will trigger the rule. This can include fields like case origin, cause status, and cause type. Here, I set the criteria for “Case Priority equal to High” .

Step 11: Specify the user or queue to whom we assign the case when a case meets the criteria. Here, I assign it to the “ User “.

Step 12: Optionally, we can also choose the email template for the case assignment rule.

Step 13: In addition to this, we can select predefined case teams and also replace existing predefined case teams.

Step 14: Click  Save  to save the case assignment rule.

Step 15:  Test the rule by creating a test case that meets the criteria, and ensures that it is assigned correctly.

Note: Always check the checkbox “Assign using active assignment rule” to assign newly created case according to case assignment rule.

Once our case assignment rule is created and tested, Salesforce will automatically assign incoming cases based on the criteria we’ve defined.

With this, we learned to  create the case assignment rule in Salesforce Lightning . Now, we will move and learn to create the case assignment rule in Salesforce Classic .

Read How to Enable Email to Case in Salesforce

Here are the steps to create a case assignment rule in Salesforce Classic:

Step 1:  Log in to your Salesforce Classic account. Click on  Avtar  and then select  Switch to Salesforce Classic .

Step 2:  Go to the  Setup  menu in Salesforce Classic and click on the  Build  section.

Step 3:  Click on the  Case  object under the  Customize  section.

Step 4:  Then, click on  Case Assignment Rules .

Step 5:  Click  New  to create a new case assignment rule.

Step 6:  Enter a  Rule Name . Here, I create a rule with the name Case Number Assignment .

Step 7:  If we want to activate the rule click on the  Activate  button.

Step 8:  Click  Save  to save the rule.

Step 9:  In order to add case assignment rules, select the  Rule Name .

Step 10:  Click  New  to create new rule entries.

Step 11:  Specify the  Rule Order  in which the rule should be evaluated if we have multiple rules.

Step 12: Define the criteria that the lead record must satisfy in order for the rule to be triggered. Any field on the lead record can be used to define your criteria. Here, I set criteria Case Number should be greater or equal to 00001001.

Step 13: Define the actions that should be taken when a case meets the rule criteria such as assigning the case to User, Queue, and Partner User. Here, I define an action that case should be assigned to Case Queue.

Step 14: As an additional option, we can select the email template to whom we want to assign the case assignment rule.

Step 15: We also have the option of choosing predefined case teams or changing the current predefined case teams on the case.

Step 16: To save the case assignment rule, click Save .

Step 17: By developing a test case that meets the requirement, we can confirm that our rule is functioning correctly.

With this, we learned how to create the case assignment rule in Salesforce Classic.

You may also like to read the following Salesforce tutorials.

• How to Delete a Case in Salesforce
• How to Close a Case in Salesforce
• How to Create a Case in Salesforce

In conclusion, Salesforce’s case assignment rules let us automatically allocate incoming cases to the right sales team members or queues based on predefined criteria.

Both Salesforce Classic and Salesforce Lightning provide a simple procedure to create a case assignment rule which will help our sales team work more effectively and efficiently.

In addition to this, the following are the topics that we have discussed:

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

Best Practices for Optimizing Case Assignment Rules in Salesforce

Salesforce is a powerful customer relationship management (CRM) platform that helps businesses manage various aspects of customer interactions. One critical aspect of customer support is case management in Salesforce , where efficient case assignment rules play a vital role. Optimizing these rules can significantly enhance the effectiveness and efficiency of handling customer inquiries and issues.

Understanding Salesforce assignment rules

Salesforce assignment rules govern the distribution of incoming cases to the appropriate agents or teams. These rules ensure that each case is routed to the most suitable person for prompt resolution. Salesforce queues further facilitate this distribution by acting as virtual storage areas for cases before they are assigned.

There are two types of assignment rules in Salesforce:

• Salesforce Lead Assignment Rules primarily focus on distributing new leads among sales representatives based on predefined criteria such as geography, lead source, or lead score. 
• Case Assignment Rules are responsible for Salesforce case distribution. These rules play a pivotal role in the realm of customer support by directing incoming Salesforce support cases to agents or teams equipped with the expertise to resolve specific issues. 

As organizations strive to provide seamless experiences for both potential customers and existing clients, mastering these assignment rule types becomes crucial for optimizing customer interactions and nurturing lasting relationships.

The need for optimization

Default assignment rules might not account for specific business needs, leading to uneven case distribution, longer resolution times, and potential customer dissatisfaction. Optimizing Salesforce rules address these issues by ensuring equitable distribution, maximizing agent expertise, and expediting case resolution.

Best practices for Salesforce assignment

• Prioritizing cases . Categorize cases based on urgency or complexity to assign high-priority cases to experienced agents, ensuring quick resolutions.
• Efficient assignment techniques . Implement round-robin assignment or load-based distribution to evenly distribute cases among available agents, preventing bottlenecks.
• Role-based vs. direct assignment. Choose between role-based case assignment, where cases are directed to specific teams or direct assignment, where cases go to individual agents based on expertise.

Advanced Salesforce assignment techniques

• Multi-criteria case assignment. Combine multiple factors such as case type, priority, and customer tier for more accurate case routing.
• Automated case assignment. Leverage Salesforce automation tools like Process Builder and Flow to automate case assignments based on predefined criteria.
• Customized queues. Tailor Salesforce queues to match specific business units or case types, improving case categorization and routing.

Streamlining Salesforce case routing

Salesforce case routing logic.

Understanding Salesforce case routing logic is fundamental for ensuring that customer inquiries and issues are directed to the right personnel with the expertise to address them effectively. The case routing process involves a sophisticated interplay of various factors, such as queue membership, agent skills, workload, and availability. Salesforce’s intelligent algorithms consider these variables to determine the most suitable destination for each case, maximizing the chances of swift resolution. 

Caseload balancing

Balancing caseloads in Salesforce goes beyond equal case distribution among agents. This strategic approach boosts customer service quality and agent efficiency. Preventing overload for some and underutilization for others, it curbs burnout and enhances job satisfaction. 

Even workloads lead to swift responses, faster resolutions, and increased customer contentment. Moreover, balanced caseloads aid managers in spotting trends, optimizing resource allocation, and refining processes. This practice optimizes operations and fosters a cooperative, productive support environment.

Case escalation and reassignment strategies

Case escalation and reassignment strategies are vital for effective customer support. Escalation involves transferring cases to experienced agents or supervisors to address complex issues promptly. Case reassignment in Salesforce redirects cases to different teams or agents for specialized handling. 

These strategies prevent delays, ensure timely resolutions, and uphold customer satisfaction. With clear escalation and reassignment criteria, organizations enhance their support processes, allocate resources efficiently, and build a reputation for adeptly managing diverse customer concerns.

Configuring and customizing assignment rules

Salesforce rule configuration instructions.

• Access setup. Log in to your Salesforce account and navigate to the Setup menu located in the top-right corner of the screen.
• Search for assignment rules: In the Quick Find box, type “Assignment rules” and select what Assignment Rules you need to configure: Lead Assignment Rules or Case Assignment Rules. 
• Create a new rule. Click on the “New Assignment Rule” button to start configuring a new rule.
• Define Salesforce rule criteria. Give your rule a descriptive name and set the rule entry criteria. This includes conditions like case origin, type, priority, or other custom criteria that determine how cases are assigned.

• Specify rule actions. Determine what happens when cases meet the specified criteria. You can assign cases to specific users, queues, or use other automation processes.
• Configure rule entry order. If you have multiple assignment rules, specify the order in which they’re evaluated. This is important when cases could meet criteria for more than one rule.

• Activate the rule. Once configured, activate the assignment rule to make it live and start directing cases accordingly.

You can also integrate Salesforce workflow rules to automate follow-up actions after case assignments, enhancing customer communication.

Enhancing case management efficiency: Salesforce support cases best practices

• Utilize case templates. Expedite responses by employing predefined case templates for common issues, ensuring consistent and swift resolutions.
• Leverage macros. Enhance agent productivity with macros that automate multiple actions, reducing manual tasks and accelerating case handling.
• Opt for case cloning. Save time on data entry by cloning similar cases, streamlining the process of creating and managing new cases.
• Update Knowledge bases . Maintain accurate and current knowledge bases to empower agents with reliable information, enabling efficient issue resolution.
• Engage collaboration tools. Employ platforms like Chatter to encourage agent collaboration, fostering knowledge sharing and teamwork for complex cases.
• Notify agents of new assignments promptly and emphasize the importance of case ownership for accountability.

Optimizing case assignment rules in Salesforce is indispensable for efficient case handling. By understanding the fundamentals, implementing best practices, and embracing advanced techniques, businesses can ensure equitable case distribution, expedite resolutions, and enhance customer satisfaction. A well-optimized case assignment system ultimately streamlines support processes and contributes to the overall success of the customer support function.

Advanced Communities is your best partner when it comes to configuring your Salesforce instance or developing a Salesforce Experience Cloud site. In case of any questions feel free to reach out to get professional support when you really need it. 

You may be interested in: Maximizing ROI with Salesforce: A Case Study

Share this:

• Renewable Energy
• Artificial Intelligence
• 3D Printing
• Financial Glossary

10 Salesforce.com Case Assignment Rules Best Practices

Salesforce.com's assignment rules are a powerful tool, but they can also be complex. Here are 10 best practices to follow when using them.

Salesforce.com is a powerful customer relationship management (CRM) platform that allows organizations to manage customer data, track customer interactions, and automate processes. One of the most important features of Salesforce.com is the ability to assign cases to the appropriate team or individual.

Case assignment rules are the key to ensuring that cases are assigned to the right people in a timely manner. In this article, we will discuss 10 best practices for creating and managing Salesforce.com case assignment rules.

1. Utilize the Assignment Rules Hierarchy

The Assignment Rules Hierarchy is a way to organize and prioritize the order in which Salesforce.com Case Assignment Rules are evaluated. This ensures that the most important rules are evaluated first, allowing for more efficient case assignment.

When creating an Assignment Rule, users can specify whether it should be evaluated before or after other rules. If multiple rules have the same priority, they will be evaluated in the order they were created. By utilizing the Assignment Rules Hierarchy, users can ensure that their most important rules are evaluated first.

Additionally, when using the Assignment Rules Hierarchy, users can create rules with different criteria and assign them different priorities. For example, if a user wants to assign cases based on product type first, then by region second, they can set up two separate rules with different priorities. This allows for more flexibility and control over how cases are assigned.

2. Use Roles and Profiles to Assign Cases

Roles and Profiles are a great way to assign Cases because they allow for granular control over who can access what. By assigning Roles and Profiles, you can ensure that only the right people have access to the right Cases. For example, if you want to make sure that only certain users can view or edit sensitive customer information, you can use Roles and Profiles to restrict access to those users.

Using Roles and Profiles also makes it easier to manage Case Assignment Rules. Instead of having to manually assign each Case to an individual user, you can set up Roles and Profiles so that all Cases assigned to a particular Role or Profile will automatically be routed to the appropriate user. This saves time and ensures that Cases are always assigned to the correct person.

Additionally, using Roles and Profiles allows you to easily add new users to your system without having to manually update Case Assignment Rules. When a new user is added to a Role or Profile, they will automatically be given access to any Cases associated with that Role or Profile. This eliminates the need to manually update Case Assignment Rules every time a new user is added.

3. Utilize Queues for Case Assignment

Queues are a great way to assign cases because they allow for multiple users to be assigned the same case. This is especially useful when dealing with high-volume customer service requests, as it allows for more efficient and effective management of those requests. Additionally, queues can be used to prioritize cases based on their urgency or importance, ensuring that the most important cases get addressed first.

To use queues for case assignment, you’ll need to create a queue in Salesforce.com and add members to it. You can then set up Case Assignment Rules to automatically assign cases to the queue. This ensures that all incoming cases are routed to the right people quickly and efficiently. It also makes it easier to track which cases have been assigned and who is responsible for them.

4. Leverage Apex Triggers for Complex Assignment Logic

Apex Triggers allow for more complex logic than the standard Case Assignment Rules, such as assigning cases to specific queues based on criteria like case type or customer location. This is especially useful when dealing with large numbers of cases and multiple assignment rules that need to be applied in a certain order. Apex Triggers also provide an easy way to customize the assignment process by allowing developers to write custom code to handle any special requirements. Additionally, Apex Triggers can be used to automate the assignment process, which eliminates manual intervention and ensures that cases are assigned quickly and accurately. Lastly, Apex Triggers can be used to integrate Salesforce.com Case Assignment Rules with other systems, such as ERP or CRM applications, making it easier to manage data across multiple platforms.

5. Create a Default Rule for Unassigned Cases

Creating a Default Rule for Unassigned Cases ensures that all cases are assigned to someone, even if they don’t meet the criteria of any other rule. This is important because it prevents cases from slipping through the cracks and being left unassigned.

To create a Default Rule for Unassigned Cases, go to Setup > Customize > Cases > Case Assignment Rules. Click “New” and enter a name for the rule. Set the order number to be higher than any other rules you have created. Then set the criteria so that it will always evaluate as true (e.g., “Case: Type equals Any”). Lastly, assign the case to an appropriate user or queue.

6. Automate Case Escalation with Workflow

Automating Case Escalation with Workflow allows for cases to be automatically escalated when they are not addressed within a certain time frame. This ensures that no case is left unresolved and customers receive timely responses.

Workflows can be set up in Salesforce.com to monitor the age of open cases, and if they exceed a specified amount of time, then an automated action will occur. This action could include sending an email notification to the assigned user or group, reassigning the case to another user or group, or creating a task for someone to follow up on the case. The workflow can also be configured to send out reminders at regular intervals until the case is resolved.

This automation helps ensure that all cases are handled promptly and efficiently, which leads to better customer service and satisfaction. Automating Case Escalation with Workflow also reduces manual effort and saves time by eliminating the need to manually check each case for resolution status.

7. Allow Users to Self-Assign Cases

Self-assignment allows users to take ownership of cases they are best suited to handle. This helps ensure that the right person is assigned to each case, which can help improve customer satisfaction and reduce resolution time. It also gives users more control over their workloads, allowing them to prioritize tasks based on their own expertise and availability.

To enable self-assignment, admins should create a rule with an assignment type of “User” and assign it to all users who need access to the case. The user will then be able to select themselves as the owner when creating or editing a case. Admins can also set up criteria for self-assignment, such as assigning cases only to users in certain roles or territories. This ensures that cases are routed to the most appropriate user while still giving users the freedom to choose.

8. Make Sure Your Rules are Well Documented

Documenting your rules helps ensure that everyone in the organization understands how cases are assigned and why. This is especially important when multiple users or teams are involved in case assignment, as it ensures that all parties understand their roles and responsibilities. Additionally, documenting your rules can help you identify any potential issues with the process before they become a problem.

When documenting your Salesforce.com Case Assignment Rules, make sure to include details such as who is responsible for assigning cases, what criteria should be used to assign cases, and which team members should be notified of new assignments. You should also document any changes made to the rules over time so that everyone is aware of the current version. Additionally, consider creating a flowchart or diagram to visually represent the process. This will make it easier for everyone to understand the rules and follow them correctly.

9. Monitor Performance of your Rules

Monitoring the performance of your rules is important because it allows you to identify any issues with the rule, such as incorrect criteria or an inefficient assignment process. This helps ensure that cases are being assigned correctly and efficiently, which can help improve customer satisfaction and reduce case resolution time.

To monitor the performance of your rules, Salesforce provides a number of tools. The Case Assignment Rules report shows how many cases were assigned by each rule over a given period of time. You can also use the Rule Performance dashboard to view the average time taken for each rule to assign a case. Additionally, the Assignment Debug Logs provide detailed information about the assignment process, including the criteria used to assign the case and the user who was assigned the case. By using these tools, you can quickly identify any issues with your rules and take corrective action if necessary.

10. Test, Test, Test!

Testing is important because it allows you to ensure that the rules are working as expected and that they are assigning cases correctly. It also helps identify any potential issues or conflicts with other rules, which can be addressed before they become a problem.

Testing should include creating test cases and running them through the assignment rules to make sure they are being assigned properly. This can be done manually by creating test cases in Salesforce and then running them through the assignment rules, or it can be automated using an automation tool such as Selenium. Automated testing is especially useful for larger organizations with complex assignment rules.

It’s also important to periodically review the assignment rules to make sure they are still valid and up-to-date. This includes checking for any changes in business requirements or processes that may require updating the rules. Additionally, if there have been any changes to the data model, such as adding new fields or objects, these should be tested to make sure the assignment rules are still functioning correctly.

10 Singular Value Decomposition (SVD) Best Practices

10 perl global variable best practices, you may also be interested in..., 10 teradata sql assistant best practices, 10 react api calls best practices, 10 angular unit testing best practices, 10 project management folder structure best practices.

About 30 mins

Learning Objectives

Accessibility, case management tools in salesforce, plan for case automation, share case lists or workloads with queues, add automatic case assignment with rules, add automatic case escalation with rules, add automatic responses to customers with rules, more case management tools in salesforce.

• Challenge +500 points

Automate Case Management

• Route case ownership with queues.
• Assign cases automatically.
• Escalate cases when necessary.
• Respond to customers automatically.

This unit requires some additional instructions for screen reader users. To access a detailed screen reader version of this unit, click the link below:

Open Trailhead screen reader instructions .

Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little automation.

Maria checks out a few of the main case automation tools. She notices automatically is the key word.

Based on what the tools can do, Maria jots down some questions to ask Ursa Major Solar’s service team. The answers determine which tools Maria uses to automate case management.

Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases. These cases are from customers who pay extra for the best service. To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. Here’s how she does it.

• Click the setup gear icon and select  Service Setup .
• From Service Setup, enter Queues in the Quick Find box, then select  Queues .
• Click  New .
• Type a Label and Name for the queue, such as  Platinum Support .
• If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank. Otherwise, type an email address to notify a person or persons with the email address when each new case arrives.

• Add members, including yourself, to the queue and save your changes. Now that the queue is created, let’s check it out as if we were support agents. We can get there with a few clicks.
• Click the  Cases tab.

While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. This is what she does.

• From Service Setup, enter Case Assignment Rules in the Quick Find box, then select  Case Assignment Rules .
• Type  Solar Panel Installation and save your changes.

• In Sort Order , type  1 so that the entry we add is processed first. Typically, you’d create one assignment rule with many different entries, which are processed in chronological order. When a case matches an entry, it’s assigned without proceeding to other entries.
• For entry criteria, select  Case: Case Reason equals Installation . One of the many useful things about case assignment rules is that you can determine how cases are assigned based on fields from records other than cases. For example, you can choose case assignment based on fields from accounts, contacts, assets, or users.
• Add yourself as the User assigned to the rule entry. We assume you’re a support agent who’s an expert at solar panel installation.

• Save your changes.
• Click Edit to mark the rule as Active, then save your changes. When you activate an assignment rule, it disables any other assignment rules in your organization, so make sure that your active rule includes all of the assignment entries that your support team needs.

Now any cases about installation issues are automatically assigned.

When planning case management with the service team, Maria learns that certain cases must escalate to the right person within 5 hours. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically trigger an action on a case. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24 hours a day, 7 days a week. She can change Business Hours later from Company Settings in Service Setup. Here’s how Maria sets the rule.

• From Service Setup, enter Escalation Rules in the Quick Find box, then select  Escalation Rules .
• Type Gold Support , then Click  Active and save your changes. Activating a rule deactivates any existing active rules.

• In Sort Order , type  1 so that the entry we add is processed first. In the real world, you’d create one escalation rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
• For entry criteria, select  Case: Status equals New . Similar to other rules, you can determine automatic case escalation based on fields from records other than cases.
• Set business hours to your organization’s default 24/7 support.
• Set that escalation times are based on when cases are created.
• Save your changes, then  New to add an escalation action.

• Auto-assign cases to you, and from  Notification Template , click the lookup icon to pick any template. At a real company, you’d assign cases to a support manager or team.
• Select yourself as the user to notify, and from  Notification Template , click the lookup icon to add a template to see how this works.

Now any cases that haven’t been closed in 5 hours are assigned to the right person.

Note : To keep the Assign using active assignment rule box checked by default on cases, update the Layout Properties on case page layouts.

From Maria’s case automation planning, she knows the service team wants customers to receive a confirmation when their case is received. With auto-response rules, she can make sure each Ursa Major Solar’s customer knows that their voice is heard. She sets up response rules so that customers are automatically sent a personalized email when they ask for help. Here’s how she does it.

• From Service Setup, enter Case Auto-Response Rules in the Quick Find box, then select  Case Auto-Response Rules .
• Type Welcome to Support , then Click  Active and save your changes. Activating a rule deactivates any existing active rules.

• In Sort Order , type  1 so that the entry we add is processed first. In the real world, you’d create one response rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
• For entry criteria, select  Case: Case Origin equals email . Similar to escalation rules, you can determine the automatic response to send to a customer based on fields from records other than cases.
• Add a name and email address to include in the From line of the email template to send to customers.

• Save your changes and you’re done!

With basic case automation complete, the service team at Ursa Major Solar is looking forward to easier, faster service. But Sita and Roberto want to make the most of their Service Cloud investment. They wonder what other case management tools the team can use in the future.

Maria looks into more case management options. She jots down these discoveries to share.

Sita and Roberto want to explore some of these tools when they return to the case management stage of their service journey. But for now, they’d like to jump ahead to the basics of digital engagement.

• Salesforce Help: Set Up Queues
• Salesforce Help: Assignment Rules
• Salesforce Help: Set Up Escalation Rules
• Salesforce Help: Set Up Auto-Response Rules
• Salesforce Help: Lightning Experience Customization
• Get personalized recommendations for your career goals
• Practice your skills with hands-on challenges and quizzes
• Track and share your progress with employers
• Connect to mentorship and career opportunities

• Support Portals
• PRM Portals
• Member Portals
• Online Communities
• User Experience
• Accelerators
• AC Knowledge Management Enterprise 
• AC Events Enterprise
• AC Ideas Ultimate
• AC Partner Marketplace
• AC Partner Co-Branding
• AC eCommerce for Nonprofits
• AC Job Board
• AC B2B Commerce Recurring Orders
• AC MemberSmart
• AC Fundraising
• AC B2B Commerce OrderPad
• Higher Education
• Member Organizations
• Manufacturing
• IT\High-Tech
• Video library
• Success stories
• SI Partners

Book a demo

If you'd like to book a demo with us and see how our products work, please complete the form and we'll arrange a demo with you as soon as we can.

I agree to the Privacy Policy and Terms and Conditions

By submitting this form, you agree to occasionally receive guides, tips, and tricks from AC. You can unsubscribe at any time.

How to Create Assignment Rules in Salesforce

Assignment rules are a great instrument to better organize your sales and support teams’ work.

Using assignment rules you can automate the process of assigning owners to Leads and Cases. 

Assignment rules description

There are two types of assignment rules in Salesforce: Lead Assignment Rules and Case Assignment Rules.

To better understand Salesforce terminology we’ll give you a short definition of what is a Lead and what is a  Case in Salesforce.

Lead – prospect, someone interested in your product or service, but not yet ready to buy.

Case – customer’s question, complaint, or suggestion about your product or service.

Assignment rules can help you to automatically deliver specific Cases to the right people in the team who are specialized in a certain area so that the customers receive timely and qualified responses.

It also enables you to sort cases by priority according to the customer’s support package (Platinum, Silver, etc.).

The same thing applies with lead assignment rules Salesforce – you can define which users will be assigned leads that come from your website and which users will be assigned leads that come from social media.

Assignment rules and Queue creation

Now you know what assignment rules are for, we’ll show you how to set them up.

As an example, we’ll use Case Queue and Case Assignment Rules creation in Salesforce.

To create a Case queue in Salesforce, do the following:

• Setup -> type Queue in the Quick Find box -> enter the Name and Label. 
• Leave the Queue Email field empty if you want the support employees included in the queue to receive emails when new cases are created or type the email addresses of the people who will receive this kind of notification.
• Choose Case and add it to the Selected Objects column.
• Choose members and add them to the Selected Members column -> click Save.

To create a Case assignment rule do the following:

• Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save.
• Click on the rule you just created -> click  New in the Rule Entries section.
• Sort Order – defines the order in which entries will be processed (entering “1” means that this entry will be processed first).
• Select the criteria for this rule entry.
• Choose the User to whom this rule entry will be assigned.
• Choose the Email Template this user will receive when the new case will be assigned to him -> click Save.
• Click Edit in the Rule Detail section -> mark this rule as Active ->click Save.

Don’t miss the benefits you can get from using assignment rules – give them a try on your organisation!

We hope that this post was informative for you.

Check our AC Events Enterprise tool that will help you with events management and AC Knowledge Management Enterprise for comprehensive and effective data management.

Follow us on Facebook and Youtube for even more useful content about Salesforce and Experience Cloud.

Rate the article

3.1 / 5. 12

Learn more about a great instrument that will help you to better organise your sales and support teams’ work.

Why Should You Move Your Data to Salesforce from Other CRM Platforms?

Why Should You Migrate to Salesforce CRM and How Can Advanced Communities Help You With It?

How Salesforce Einstein Will Influence Experience Cloud

AI is here and it transforms the way we interact with technology and with each other. Still, many people do not realise how close AI is – in fact, it is a part of everyday life for many people. This is because the best AI is always invisible to its users.

How to Apply Case Assignment Rules in Flow

May 18, 2023 Yumi Ibrahimzade Actions , Automation , Flow , Flow Actions , Flow Packages , Packages 25

The case object is a core part of the Salesforce platform. It helps manage and track customer issues and inquiries. You can use this standard object to handle support requests effectively. The case object acts as a central repository for recording and monitoring customer interactions. It allows you to streamline your customer service processes. In order to improve the support efficiency, it is important to assign cases to the right teams or individuals. Although you can manually assign the record, it is possible to use the standard case assignment rules as well. Case assignment rules determine how cases are assigned to users or put into queues.

When you create a new case record, you can just mark "Assign using active assignment rule" to run case assignment rules.

However, if you are creating the case record using Salesforce Flow, there is no standard option to run the case assignment rules. This option exists just for lead assignment rules. Moreover, when you create a case using flow, you have to set the correct owner id. Otherwise, the system doesn't run the case assignment rules and assigns the case to the current user. If you really want to use the logic that you have in your assignment rule, you will have to build the same logic again in the flow.

In this post, you can find a custom invocable action (Apex class) that runs case assignment rules for any case record that you want.

How to Use the Action

1-  Install the action using the installation links below.

2-  Add a new action to your flow and search for "Apply Case Assignment Rules", this is the name of the action that you installed.

3- Give a name to the action and provide the id of the case record that you want to assign.

You can use this action in any flow type that supports the action element.

Here is a screen flow that clones a case record with its related records. It uses this custom action to assign the new case record. Read this post to learn how to create a flow to clone a record with its related records.

Installation Links

Use this link to install in production or developer edition environments.

Use this link to install in sandbox environments.

24 Comments

Is that a future method or synchronous?

It is synchronous.

Hi Yumi, I tried using this on a case after save flow as an immediate action on create and it doesn't work. However, if I add a scheduled path of 0 min after creation, it works. Do you know of this limitation? Thanks!

I'm also noticing that this doesn't work when a guest executes a screen flow from a public page which creates the case.

Is your screen flow working in system context - view all data?

Hi Jay, It works in asynchronous path as well. I will check if it is possible to use it in the immediate path.

Thank you, I don't have to code this now.

You are welcome!

Hey Yumi, Case is assigned but email is not fired to members of queue? Any suggestions?

Hi Priyanshu, You are right. I just added it to the code and uploaded the package again. Can you please try with the new version?

Thanks Yumi, Can you please provide the url for new version?

Yumi, waiting for your response.

Is there a way to verify (in a flow decision), using a formula or some other way, if the "Assign using active assignment rule" is checked? I have a user case where the Assignment rules need to be triggered within the flow ONLY when the checkbox "Assign using active assignment rule" is checked, but I cannot find a way to do so. Any ideas?

"Assign using active assignment rule" is not a field on the object, so I think unfortunately it is not possible to get this information.

Hey Yumi Ibrahimzade, Not working in production or can you please provide url for update version? Thanks in advance 🙂

Thank you so much for this package. I just came across the need for this and then found your solution. It works exactly as expected.

I am glad that you found it useful!

Thanks Yumi, It helped me a lot to resolve my issue!

I am glad that you liked it Nadia!

Thanks for the post, Yumi, would you be willing to publish the code in a code snippet?

You are welcome Andy. Here is the code:

public class ApplyCaseAssignmentRules { @InvocableMethod (label='Apply Case Assignment Rules') public static void CaseAssign(List CaseId) { Database.DMLOptions dmo = new Database.DMLOptions(); dmo.assignmentRuleHeader.useDefaultRule= true; dmo.EmailHeader.TriggerUserEmail = true; Case Cases=[Select id From Case Where Case.id in:CaseId]; Cases.setOptions(dmo); update Cases; } }

I am using this action in a trigger flow (After Save), but it's not working, I should a scheduled path if I wanted to work, any suggestions please ? Thank you

Hi, You should use this action in a scheduled or asynchronous path.

I am trying to install in sandbox and getting this error: ApplyCaseAssignmentRulesTest: Method does not exist or incorrect signature: void startTest() from the type Test

1 Trackback / Pingback

• Integrating ChatGPT with Salesforce: A Real-Life Example

Leave a Reply Cancel reply

Your email address will not be published.

Save my name, email, and website in this browser for the next time I comment.

Copyright © 2024 | SalesforceTime.com

Trigger Assignment Rules with Data Loader

Find the assignment rule id.

• Navigate to the assignment rule that you want triggered for this import/update
• In the address bar for your browser, copy the 15 digit ID that starts with "01Q"

Add the Assignment Rule ID to the Data Loader Settings

• Open the Data Loader
• Press the "Settings" drop down menu, and click "Settings"
• In the "Assignment rule" text box, paste the Assignment Rule ID you obtained

Now when you run the insert, update or upsert, the assignment rule that you entered will be considered and fired for any record meeting the criteria of the assignment rule. You can find additional details about configuring data loader here .

Cookie Consent Manager

General information, required cookies, functional cookies, advertising cookies.

We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings. Privacy Statement

Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.

Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.

Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.

Cookie List