lead assignment rules metadata

Product Area

Feature impact.

What’s Service?
Service Setup Assistant Features
Customize Support Settings
Guidelines for Setting Business Hours
Guidelines for Creating Support Holidays
What’s a Case?
What’s a Case Team?
Create Case Team Roles
Predefine Case Teams
Set Up Email Alerts for Case Teams
Case Team Fields
Case Feed Upgrade Process
Create Permission Sets
Assign Permission Set
Assign Custom Profile
Convert Page Layouts
Customize the Highlights Panel
Configure the Case Feed Publisher
Case Feed View Layouts
Feed View Settings
Add the Attachment Component
Add Case Experts
Rename Actions and Feed Filters
Customize Feed Filters
Add Custom Actions
Add Custom Components
Add Actions as Console Components
Email Drafts
Enable Email Templates
Email Draft Approval Process
Email Approval Send Actions
Highlight External Feed Items
Email Notifications for Portal Replies
Log a Call Action
Apply a Default Email Template
Send Email Fields
Send Email Considerations
Draft Personalized Emails with Service Email Assistant
Understand Default Email Fields
Change Status Action
Change Owner Action
Close Case Action
Case Comment Action
Add Actions to the Case Page
Customize Case Hovers
Set Up Case Merge in Lightning Experience
Set Up a Customer Feedback Survey
Move Emails to a Different Case
Let Agents Move Emails to a Different Case
Create Cases
Clone Cases
View Case Lists
Update Multiple Cases
Assign Cases
Share Cases
View the Case Milestones
Case Comments
Create and Edit Case Comments on Case Detail Pages
Create and Edit Case Comments on Case Edit Pages
Use Actions to Work with Cases in Case Feed
Use Feed Filters in Case Feed
Case Feed and Related Lists
Find, Attach, and Email Articles with the Case Feed Articles Tool
View and Edit Cases from the Case Detail Page in Case Feed
Post on Cases and Experience Cloud Site Questions with the...
Printable View in Case Feed
In Lightning Experience
Work with Case Emails
Send and Reply to Email
Add Images and Files
Use Email Templates
Work with Draft Emails
Review and Approve Email Drafts
Customize with Rich Text
Set Up a Default No-Reply Email Address
Merge Fields for Cases
Close Cases
Solve Cases
Delete Cases
Merge Duplicate Cases from the Cases List View
Merge Duplicate Cases from the Case Record Home
Enable Suggested Articles to Solve Cases
Send Articles from Cases
Guidelines for Working with Cases
Case Fields
Case History
Case Hierarchies
Related Cases
Changes to the Cases and Case Feed Mobile App
Find What You Need
What’s Entitlement Management?
Setup Checklist
Limitations
Set Up Lookup Filters
Give Users Access
Create Entitlement Templates
Auto-Add Entitlements to Cases
Report on Entitlements
Verify Entitlements
Terms to Know
Entitlement Fields
Customize Page Layouts
Enable Feed Items
Set Up the Milestone Tracker
Limit User Updates
Create a Milestone
Auto-Complete Case Milestones
Where to View Milestones
Milestone Statuses
Milestone Actions
Recurrence Types
Objects with Milestones
Milestone Behaviors
Create a Process
Customize Fields
Add a Milestone
Add a Milestone Action
Apply a Process to an Entitlement
How Records Move Through Processes
How Business Hours Work
Updating Entitlement Processes
Creating New Versions
Using New Versions
Set Up Service Contracts
Add Contract Line Items
Service Contract Fields
Contract Line Item Fields
Entitlements in Experience Cloud Sites
Configure Settings
Create Assets
Considerations
Hierarchical
Replacements
Asset Fields
Add Contact Requests to Experience Cloud Sites
Contact Request Considerations
Edit Profile Access to My Service Journey
Service Cloud Mobile Access
Ethical Customer Service
Service Console
Design Your Quick Text Strategy
Enable Quick Text
Create Quick Text
Share Using a Folder
Share a Single Quick Text
Insert Quick Text
Prerequisites
Irreversible Macros
Create a Bulk Macro
Tips for Creating Bulk Macros
Run a Bulk Macro on Multiple Records
Add Logic to Macros
Tips for Creating Macros
Add and Replace Case Field Values
Insert Quick Text in a Social Post
Attach a Knowledge Article to an Email
Run a Macro
Clone Macros
Share a Single Macro
Search All Text Fields in Macros
Lightning Experience Considerations
Email Publisher Actions
Knowledge Actions
Custom Quick Actions
Experience Cloud Site Publisher Actions
Social Actions
Keyboard Shortcuts
Create a Flow to Link Voice Callers to Records
Create a Flow to Link Contacts to Cases
Create a Flow to Link Individuals to Messaging Sessions
Create Channel-Object Linking Rules with a Guided Setup Flow (Beta)
Add Channel-Object Linking Rules for Voice Calls (Beta)
Agent Experience for Channel-Object Linking (Beta)
Automatically Trigger an Action Based on Detected Keywords
Verify That Contact Lens Is Enabled
Verify That Contact Lens Speech Analytics Is Enabled
Update Your Contact Center
Create a Rule in Amazon Connect That Identifies Intelligence Signals
Enable Conversation Intelligence in Amazon Connect to Process the...
Prepare Conversation Intelligence for Partner System Intelligence...
Create a Conversation Intelligence Rule to Trigger an Action
Create a Custom Component to Trigger an Action
Create the Recommendations
Create the Recommendation Strategy Flow for Next Best Action
Pass the Rule Name as Input to a Flow
Add the Einstein Next Best Action Component to the Voice Call Record...
Set Up an Autolaunched Flow
Set Up Permissions
Set Up Console
Swarm with Actions & Recommendations
Swarm with Quick Actions
Swarm with Dynamic Actions
Set Up Expert Finder
Set Up Collaboration Tool
Swarm in Lightning Experience
Swarm in Slack
Add Members to Swarm
Close a Swarm
Reopen a Swarm
Take Action in Slack
Swarming Considerations
Create a Swarm Report
Change Slack Channel Name
Customer Service Incident Management Objects and Fields
Cases and Incidents
Example of an Incident
Enable Customer Service Incident Management
Customer Service Incident Management Sample Flows
Considerations for Customer Service Incident Management Flows
Set Up Customer Service Incident Management Flows
Set Up Integrations
Add Related Issues to Case Record
Report On Customer Service Incident Management
Create an Incident
Identify Incident-Related Issues
Start a Swarm
Create an Incident Channel
Set Up an Incident Presence Status
Create an Incident Queue
Create an Incident Skill for Skill-Based Routing
Set Up Routing Configuration for Incidents
Set Up an Entitlement Process for Incidents
Add Entitlements to Your Page Layouts
Add the Milestones Component to the Incident Page Layout
Create an Entitlement for Incidents
Manage Incident SLAs with Entitlements and Milestones
Create a Problem
Identify Problem-Related Issues
Enable Broadcast Site Banners
Create Broadcast Topic
Assign Broadcast Topic to Network
Add Site Banner Component
Enable Broadcast Emails
Enable Broadcast Alerts
Add Incident Alerts Utility
Customize the Incident Alerts All Tab
Assign Broadcast Topic to Group
Enable Broadcast Slack Messages
Create a Broadcast Topic for Broadcast Slack Messages
Assign a Broadcast Topic to a Slack Channel
Create a Custom Broadcast Slack Message Template
Give Users Access to Broadcast Communications
Add Broadcast Communications to Incident
Considerations for Broadcast Communications
Send a Broadcast Alert
Respond to a Broadcast Alert
Send a Broadcast Slack Message
Update a Broadcast Slack Message
Delete a Broadcast Slack Message
Send a Broadcast Email
Add a Broadcast Site Banner
Deactivate a Broadcast Site Banner
Create a Change Request
Create a Work Plan Template
Create a Work Plan
Identify Change Request-Related Issues
Industries Service Innovations
Knowledge Help and Resources
Compare Lightning and Classic Knowledge
Mobile Limitations
Plan Your Knowledge Base in Lightning Experience
Unified Knowledge Limitations
Ingest Large File Content into Data Cloud
Lightning Knowledge Limitations
Considerations and Limitations for the Lightning Editor
Considerations and Limitations for Article Personalization for...
Lightning Article Editor
Article Personalization for Knowledge
Configure Knowledge Record Pages with Dynamic Forms
What’s Next?
Lightning Knowledge Migration Tool Features and Considerations
Plan and Sandbox Test Your Migration
Activation Stage
Validation Stage
Migrate a Single Article Type
Post-Migration Checklist
Enable Lightning Knowledge
Lightning Knowledge User Access
Lightning Knowledge Home and Record Pages
Record Type Considerations
Page Layout Considerations
Plan Your Knowledge Base in Salesforce Classic
Create Article Types
Article Type Page Layouts
Add Custom Fields to Article Types
Article Type Templates
Delete an Article Type
Create Public Groups for Knowledge
Assign Article Actions to Public Groups
Enable Knowledge One with Permission Sets
Enable Knowledge One with Profiles
Compare Article Widgets for Cases at a Glance
Articles or Knowledge Tab
Example Apex for Submitting Articles from Cases
Use Videos from Any Provider with a Custom Visualforce Page
Knowledge Settings
Knowledge Scalability
Control Data Integrity with Validation Rules
Define Validation Status Picklist Values
Modify Default Category Group Assignments for Articles
Filter Articles with Data Category Mapping
Create Workflow Actions for Knowledge
Custom Fields for Articles
Field-Level Security on Articles
Article History Tracking (Lightning Experience)
Article History Tracking (Salesforce Classic)
Set Up Actions to Insert Articles to Channels (Lightning)
Set Up Actions to Insert Articles to Case Publishers (Classic)
Set Up Actions to Share Article URLs in Channels and Case Publishers
Add Knowledge Pages to Enhanced LWR Sites
Add the Knowledge Article Component to Enhanced LWR Knowledge Pages
Create a .csv File for Article Import
Set Article Import Parameters
Create an Article .zip File for Import
Article and Translation Import and Export Status
Search Highlights and Snippets
Create Synonym Groups
Promote Articles in Search Results
Manage Promoted Search Terms
Enable Topics for Articles
Article Search Results
Use More Case Keywords to Find Articles
Search for Articles in Lightning Experience
Search for Articles in Salesforce Classic
List View Considerations for Lightning Knowledge
Guidelines for Using the Lightning Knowledge Component
Share Article URLs in Channels
Share Articles in Channels in Lightning Knowledge
Share Article Contents in Case Publishers in Salesforce Classic
When Are Lightning Authoring Actions Available?
Create and Edit Articles
Publish Articles and Translations
Translate Articles in Lightning Knowledge
Translate Articles in Salesforce Classic
Archive Articles and Translations
Delete Articles and Translations
Compare Versions of an Article
Rich Text Fields in Knowledge Articles
Create and Link to Anchors
Target Behavior for Smart Links
Smart Link Considerations
Create Persistent Links to Lightning Knowledge Articles
Create Smart Links with the Link Tool in Salesforce Classic
Salesforce Knowledge Article Versions
Support a Multilingual Knowledge Base
Export Articles for Translation
Import Translated Articles
Set Up Primary Article and Translation Side-By-Side View
Keyboard Shortcuts for Data Categories
Create and Modify Category Groups
Delete and Undelete Category Groups
Add Data Categories to Category Groups
Modify and Arrange Data Categories
Delete a Data Category
Activate Data Categories on Your LWR Site
Add the Network Data Category Object Page (Beta)
Manage Data Categories on Your LWR Site
How Category Visibility Differs from Other Salesforce Models
Category Group Visibility on Roles
Modify Default Data Category Visibility
Edit Category Group Visibility
Category Group Article Visibility Settings Examples
Choose the Sharing or Access Model for Lightning Knowledge
Sharing Considerations for Lightning Knowledge
Service Catalog Permissions
Catalog Fulfillments
Create a Catalog Fulfillment
Create a Data Category Group
Create a Catalog Category
Create a Catalog Item
Create Eligibility Rules for Catalog Items
Use Actions & Recommendations to Run Catalog Items
Retrieve Catalog Item Metadata
Catalog Requests
Setting Up Your Service Catalog Site
Service Catalog Site Glossary
Service Catalog Site Resource Hub
Service Catalog Site Basics
Determining Your Setup Pathway
Set the Service Catalog Site Setup Configurations
Service Catalog Site Permissions Assignments
Set Up Service Catalog Guest Users
Verify the Service Catalog Pages Installation
Configure the Home Page
Configure the Search Page
Set Up the Service Catalog Pages
Set Up the Service Catalog Request Page
Set Up Your Site Navigation Menu
Configure Aura Guest User Access
LWR Service Catalog Site Guidelines
Add Data Categories to Your Site
Set Up the Home Page
Set Up the Search Page
Set Up the Service Catalog Site Pages
Change the Data Category Path Shown in Your Site
Step I: Create a Visualforce Page
Step II: Create a Salesforce Site
Step I: Customize Your Site
Step II: Set Your Site Administration Settings
Step III: Take Your Site Live
Service Catalog in Einstein Copilot (Beta)
How Service Catalog Works in Einstein Copilot (Beta)
Copilot Action: Update Email Address (Beta)
Copilot Action: Update Phone Number (Beta)
Copilot Action: Get Help (Beta)
Build Service Catalog Actions (Beta)
Guided Setup Flow
Experience Cloud Sites
Create Service Cloud Channels
Understand the Details of the Routing Lifecycle
Prepare to Route to Queues
How Does Skills-Based Routing Work?
How Does Skills-Based Routing Differ from Queue-Based Routing?
Prepare to Route to Skills
Skills-Based Routing Limitations
Prepare to Route to Agents
Route to a Bot
Route Chats to a Queue
Route Calls to a Queue
Route Messages to a Queue
How Does an Omni-Channel Flow Work?
Create the recordId
Create the skillList
Create the prechat
Create the input_record
Create the reasonForNotRouting
Using Multiple Add Screen Pop Actions in an Omni-Channel Flow
Store Screen Pop Instructions in a Variable
Make Smarter Routing Decisions by Checking Agent Availability
Route Work Items to Queues
Prerequisites to Route Work to Skills
Add a Skill Requirement Action
Add a Route Work Action
Route Work Items Directly to a Specific Agent
Route Work Items to an Enhanced Bot
Create Cases for Inbound Calls with an Omni-Channel Flow Template
Assign an Omni-Channel Flow to a Chat Button
Assign an Omni-Channel Flow to a Phone Channel
Assign an Omni-Channel Flow to Route Cases from Email-to-Case
Invoke an Omni-Channel Flow to Route Non-Real-Time Objects
Considerations When Using Omni-Channel Flows
Enable Skills-Based Routing Rules from the Routing Configuration
Map Work-Item Field Values to Skills
Routing Salesforce and Partner Channels
External Routing
Prioritize with Interruptible Capacity
Routing Work When the Omni-Channel Routing Service Is Unavailable
Comparison of Standard and Enhanced Omni-Channel
Enable and Configure Omni-Channel
Set Up Secondary Routing Priority
Understand Capacity Models
Set Up a Status-Based Capacity Model
Configure Work Items as Primary or Interruptible
Configure After Conversation Work Time
Service Channel Settings
Supported Objects for Omni-Channel
Add the Omni-Channel Component to a Lightning App
Add the Omni-Channel Component to the Classic Console
Control Visible Work Item Details in Omni-Channel with Compact Layouts
How Does Omni Mobile Work?
Enable Omni Mobile for Agents
Limitations for Omni Mobile
Enable Omni Supervisor
Enable Supervisors to Change Agent Queues and Skills
Show the Default Actions on Omni Supervisor Tabs
Create the Screen Flow for the Omni Supervisor Custom Action
Add the Custom Action to Omni Supervisor Tabs
Change What Supervisors See in Omni Supervisor
Create Custom Tabs for Omni Supervisor
Show All Offline Agents in Omni Supervisor
Add Omni Supervisor to a Lightning App
Add Omni Supervisor to the Classic Console
Create Presence Statuses
Set Access to Presence Statuses
Create Presence Configurations
Set Up Agents’ Capacities
Create Service Resources for Agents
Create Queues
Routing Configuration Settings
Omni-Channel Routing Model Options
Associate Routing Configurations and Agents with Queues
Create a Custom Report Type for Queue Members
Report on Queue Membership
Create Custom Report Types for Omni-Channel
Access Omni-Channel Setup Home
Test Your Omni-Channel Implementation
Agents Tab Fields
How After Conversation Work Affects Agent Capacity
Queues Backlog Tab Fields
Assigned Work Tab Fields
Skills Backlog Tab Fields
Wallboard Tab Fields
Sort and Filter in Omni Supervisor
Change Queues and Skills Assigned to Agents
Support and Train Your Agents
Transfer a Work Item to a Different Skill Set
Use the Omni-Channel Component to Work with Customers
Get Help from a Supervisor
Set Up Omni-Channel on Your Mobile Device
Manage Work with Omni Inbox

Assignment Rules

View and Edit Assignment Rules
Differences Between Auto-Response Rules and Workflow Email Alerts
Escalation Rule Entries
Escalation Actions
When do rules execute?
Limits for Assignment, Auto-Response, and Escalation Rules
Einstein Case Routing
Build AI Solutions with Agents and Einstein
Service Cloud Billable Usage Types
Service and Data Cloud
Service Intelligence Considerations and Requirements
Create a Data Cloud Salesforce CRM Connection
Enable Service Cloud Features
Update the Data Cloud Salesforce Connector Permission Set
Install the Service Data Kit
Set Up Service Data in Data Cloud
Deploy the Einstein Conversation Mining Insights Data Stream
Deploy the Knowledge Article Views Data Stream
Enable CRM Analytics for Service Intelligence
Install the Knowledge Flow for Service Intelligence
Install Service Intelligence
Monitor, Update, and Delete Service Intelligence Apps
Delete Service Intelligence Apps
Service Intelligence Data Refresh
Enable the Propensity to Escalate Insight Component
Use the Propensity to Escalate Insight Component
Use the Customer Effort Score Insight Component
Use the Time to Resolve Insight Component
Service Intelligence Cases Dashboard
Service Intelligence Einstein Case Management Dashboard (Beta)
Service Intelligence Omni-Channel Dashboard
Service Intelligence Einstein Conversation Mining Dashboard
Service Intelligence Agent Performance Dashboard
Service Intelligence My Performance Dashboard for Agents
Service Intelligence Knowledge Articles Dashboard
Explore Service Intelligence Data in Tableau
Analyze Conversation Transcript Data in Data Cloud
Export Conversation Transcripts
Block Sensitive Data in Messaging Sessions and Voice Call Transcripts
Create and Assign Skills
Create a Scheduling Rule
Create a Scheduling Constraint
Create a Scheduling Objective
Create Shift Templates
Create Shifts from a Capacity Plan
Non-Standard Shifts
Create a Shift Segment Type
Update a Shift Segment
Mass Shift Update
Batch Assign
Get Candidates
Troubleshooting Shift Scheduling
Managing and Viewing Shift Schedules
Preparing to Use Service Resource Preferences
Set a Work Preference
Preparing for Time Sheets and Resource Absences
Approve Time Sheets and Time-Off Requests
Submit Your Time Sheet
Submit Time Off with Resource Absences
Feedback Management
Case Escalation Rule Queue
Entitlement Process Queue
Article Process Actions
Use Custom Report Types
Support Reporting Tips
Employee Service Data Model
Enable Integration with Workday
View Employee Records Imported from Workday
Provision Users with Required Profiles and Auto-Create User Records
Configure the Reports To Field on Person Account
Review and Assign Employee Hub Permissions
Employee Hub Site Creation
Configure the Employee Details Component
Configure the Employee Hub Service Catalog Component
Configure the Tile Menu Component
Salesforce Knowledge Enablement
Email-to-Case Setup
Web-to-Case Setup
Update Messaging Session with Employee Details
Set Up Case Management Bot
Create a Flow by Using the Identify Manager Template
Create an Orchestration by Using the Approve Case Request Template
Limitations of Advanced Approvals in Employee Service
Notifications Setup
Review and Assign HR Service Workspace Permissions
Configure Dashboard and Reports
Configure Employee Profile Card Component
Provide Access to Account, Contact, and Employee Objects
Set Up Person Account Page
Configure Field-Level Security of Employee2 Fields
Modify the Create Employee Flow
Modify the Update Employee Flow
Set Up Knowledge
Set Up Voice Calls
Employee Hub Features
Manage Your Profile Details
Refer to Knowledge Articles to Resolve Issues
Raise Service Requests
Manage Cases
Manage Approvals
HR Service Workspace Features
Manage Employees
Interact with Employees
Deliver Field Service

You are here:

Salesforce Help
Service Cloud

Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues.

Required Editions

Lead assignment rules can assign leads regardless of whether leads are created manually, are generated from Web-to-Lead forms, or are imported using the Data Import Wizard.

Case assignment rules can assign cases regardless of how cases are created. Cases can be created manually or automatically using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Organizations typically use one rule for each overall purpose. For example, use one lead assignment rule for importing leads and use a different lead assignment rule for web-generated leads. Or use one case assignment rule for standard use and one case assignment rule for holiday use. For each rule type, only one rule can be in effect at any time.

Each rule consists of multiple rule entries that specify exactly how the leads or cases are assigned. For example, your standard case assignment rule can have two entries: cases with “Type equals Gold” are assigned to the “Gold Service” queue, and cases with “Type equals Silver” are assigned to the “Silver Service” queue.

To create an assignment rule, from Setup, enter Assignment Rules in the Quick Find box, then select Lead Assignment Rules or Case Assignment Rules .

Sample Assignment Rule

The following case assignment rule assigns a case to a specific queue based on the account rating:

Rule Name — Hot Account Assignment

Rule Entries:

Set Up Assignment Rules

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.