assignment rules vs assignment lookup rules

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Handling Assignment Rules in ServiceNow

In ServiceNow, if one is looking for automatic assignments then he can rely on the instance’s ability to assign the tasks automatically to different users and groups depending on the specified conditions. In order to achieve this, ServiceNow has the following modules:

• Assignment Lookup Rules
• Assignment Rules

Assignment Lookup Rules:

This module appears under the ‘System Policy application’ menu. This table is basically generated out of the box as its definition is provided in the ‘Data Lookup Definition’ table in the instance, specifically for field assignments in the incident table. Assignment lookup rules mainly provide the functionality of changing any field value and not just the assignment fields.

Assignment Rules:

This module appears under the ‘System Policy application’ menu. It helps to automatically assign the tasks to a particular user or a particular group using the assigned_to and assignment_group fields respectively, depending on the specified set of conditions. One can define these assignment rules readily for their desired table.

Following are the steps for defining the assignment rule:

• Navigate to System Policy -> Assignment -> New

• From the above figure, one can see that the dot-walking can also be done in the condition builder field. Just select the ‘Show Related Fields’ option in the condition and then select the appropriate attribute.
• Further, in the ‘Assign To’ tab, select the appropriate user and group to whom the task is to be assigned.

If two assignment rules conflict, then the assignment rule with the lowest execution order runs first. The lower the execution order, the higher is the precedence.

Distinguishing Factors between the Data Lookup Rules and Assignment Rules:

Precedence among the assignment rule and business rule:.

In certain circumstances, the business rules gain precedence over the assignment rules.

The business rules and assignments rules run in the following order:

• All the ‘before record insert’ business rules having order less than 1000.
• First and foremost, assignment rule with lowest execution order and matching condition.
• All the ‘before record insert’ business rules having order more than 1000.
• All the ‘after record insert’ business rules.

We are pretty sure that this blog must have given an overview of dealing with Assignment Rules in ServiceNow.

Any comments\suggestions are most welcome. We have posted further blogs as well on other topics and will frequently come back with something innovative.

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Define assignment rules, table of contents.

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The instance can automatically assign a task to a user or group based on pre-defined conditions by using data lookup rules and assignment rules.

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Understanding Assignment Rules: A Comprehensive Guide

Assignment rules are an important feature of Salesforce that help businesses automate assigning records to specific users or teams based on predefined criteria. This article will discuss assignment rules, how they work, and the benefits they provide to businesses.

What are Assignment Rules?

Assignment rules are a set of criteria that are defined by businesses to determine how records should be assigned to users or teams within the Salesforce system. These criteria can be based on several factors, such as the record type, location, record status, or the user's role or territory. For example, a company may set up an assignment rule to automatically assign a new lead to the sales rep who covers that particular region or product line.

How do Assignment Rules Work?

When a record is created or updated, the assignment rules evaluate the record based on predefined criteria. The assignment rule automatically assigns the record to the designated user or team if the criteria are met. Once the record is assigned, the user or team can work on the record.

Salesforce provides a simple wizard that enables administrators to set up assignment rules. The wizard allows administrators to define the criteria for the assignment, select the user or team to assign records to, and set up any needed notifications or escalations.

How to Set Up Assignment Rules in Salesforce

Setting up assignment rules in Salesforce is a straightforward process that requires the following steps:

Identify the criteria for record assignment - Before creating an assignment rule, businesses should first identify the criteria used to assign records. It might include the record type, location, user role, or other custom fields.

Create the assignment rule - Once the criteria have been identified, businesses can create the assignment rule in Salesforce. It involves setting up a rule that evaluates the criteria and assigns records to the appropriate user or team.

Test the assignment rule - After the assignment rule has been created, businesses should test it to ensure it is working correctly. It might involve creating test records and verifying that they are assigned to the correct user or team.

Activate the assignment rule - Testing it in Salesforce will allow it to be activated. It allows it to automatically assign records to the appropriate user or team.

Types of Assignment Rules in Salesforce

Salesforce offers two types of assignment rules: standard assignment rules and lead assignment rules.

Standard assignment rules assign records to users or teams based on predefined criteria. They can be set up for various record types, including leads, cases, and opportunities.

Lead assignment rules are specific assignment rules used to assign leads to sales reps. They evaluate the criteria for a lead, such as location or product interest, and assign the lead to the appropriate sales rep based on a round-robin or customized assignment method.

Benefits of Assignment Rules

There are several benefits to using assignment rules in Salesforce, including:

Increased Efficiency

One of the most significant benefits of assignment rules is their increased efficiency. By automating the process of assigning records, sales, and customer support teams can spend less time manually assigning leads and cases to the appropriate users or teams. They can focus on more important tasks, such as following up with leads, resolving customer issues, and closing deals.

With assignment rules, businesses can streamline their processes and reduce the time it takes to respond to customer inquiries, ultimately improving their overall efficiency and productivity.

Improved Customer Satisfaction

Another important benefit of assignment rules is the improved customer satisfaction they can provide. Businesses can automatically assign cases to the appropriate user or team to ensure that customer inquiries are handled promptly and efficiently. Customers receive faster responses to their inquiries, which can help improve their overall satisfaction with the company.

In addition, by assigning cases to users with the appropriate skills and knowledge, businesses can ensure that customer issues are resolved more effectively, further improving customer satisfaction.

Accurate Data

Assignment rules also help businesses maintain accurate data in their CRM system. By automating the process of assigning records, businesses can ensure that data is entered correctly and consistently. It means that reports and analytics generated from the data are more accurate and reliable, which can help businesses make more informed decisions.

In addition, businesses can use assignment rules to enforce data validation rules, which can help prevent incorrect data from being entered into the system.

Consistency

Another benefit of assignment rules is that they help ensure consistency in record assignments. By automating the process of assigning records, businesses can ensure that records are assigned to the appropriate user or team consistently. It reduces the risk of errors or omissions occurring when records are manually assigned.

In addition, by using assignment rules to enforce a standardized process for record assignment, businesses can ensure that records are handled consistently across different teams and regions.

Flexibility

Finally, assignment rules provide businesses with great flexibility in assigning records. Businesses can define complex rules based on various criteria, such as record type, location, or user role. Businesses can customize their assignment rules to fit their specific needs and workflows.

In addition, assignment rules can be updated or modified as needed, allowing businesses to adapt to changes in their business or industry.

Best Practices for Using Assignment Rules in Salesforce

Businesses should follow these best practices to ensure Salesforce assignment rules are working effectively:

Define clear assignment criteria: Before setting up assignment rules, businesses should define clear criteria for record assignments. It will help ensure that records are assigned accurately and consistently.

Test assignment rules before activation: Before activating assignment rules, businesses should test them to ensure that they are working correctly. It will help prevent errors and ensure that records are assigned to the appropriate user or team.

Monitor and adjust assignment rules: It is important to monitor them regularly to ensure they are working properly. Businesses should also be prepared to adjust assignment rules as needed to accommodate changes in their business or industry.

Communicate changes to users: When changes are made to assignment rules, businesses should communicate with them to ensure they are aware of any changes in their workload or responsibilities.

In conclusion, assignment rules are a powerful feature of Salesforce that helps businesses automate assigning records to specific users or teams. The benefits of assignment rules include increased efficiency, improved customer satisfaction, accurate data, and consistency.

By using assignment rules, businesses can streamline their processes, improve their overall effectiveness, and achieve their goals more efficiently.

At Cloud Sylla, our sole focus is on assisting businesses in achieving success through digital transformation. Our goal is to aid customers in making the crucial shift to digital technologies, enabling them to bolster their strategies, multi-channel distribution, and internal operations.

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Setting the Assignment group with Assignment Rules

Assignment Rules are a simpler alternative to Data Lookup. While Data Lookup is very powerful, allowing you to set any field, it does involve a quite a bit of configuration, including creating a new table.

In contrast, an Assignment Rule uses the simpler condition builder to specify when it should run. If it matches, then it'll either populate the Assigned to and Assignment group fields with a hardcoded value, or you can use a script. We have got the group we want to use in a property, so this option is perfect. Follow these steps:

• Name : Assign to External Team
• Table : Maintenance [x_hotel_maintenance] ...

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Create Case Queues

Create a case assignment rule, test the case assignment rule.

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Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

• From Service Setup, enter Queues in the Quick Find box and select Queues .
• Click New  and complete the queue details.
• Label: Product Support Tier 1
• Queue email: [email protected]
• Supported Objects: select Case and click Add .
• Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
• Click Save .
• From the Queue   page, click New  and complete the queue details.
• Label:   Product Support Tier 2
• Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

• From the Queues page, click New .
• Enter the queue details.
• Label: Inquiry
• Queue Email: [email protected]
• Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

• From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
• Click New  and enter the rule details.
• Rule Name: Standard Case Assignment
• Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

• Click the Standard Case Assignment link.
• Under the Rule Entries, click New  and enter the details.

• Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

• Enter the details.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

• Enter Support Settings in the Quick Find box and select Support Settings .
• Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

• Click the Contacts tab.
• Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
• In the Cases   related list, click New .
• Select a record type: Product Support .
• Click  Next  and enter the case information.
• Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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AssignmentRules

File suffix and directory location.

Assignment rules for an object have the suffix .assignmentRules and are stored in the assignmentRules folder. For example, all Case assignment rules are stored in the Case.assignmentRules file.

AssignmentRules components are available in API version 27.0 and later.

AssignmentRule

Specifies whether the rule is active or not and its definition. Rules are processed in the order they appear within the AssignmentRules container.

Represents the fields used by the rule.

Declarative Metadata Sample Definition

The following is an example file showing two assignment rules on the Case object:

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File .

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

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• 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
• Use 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
• 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
• Configuration I: Create and Assign the Admin User Role
• Configuration II: Enable Experience Cloud for Service Catalog
• Configuration III: Create a Service Catalog Site List View
• Service Catalog Site Licensing
• Service Catalog Site Permissions Assignments
• 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
• 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: Customize Your Site
• Step II: Set Your Site Administration Settings
• Step III: Take Your Site Live
• Experience Cloud Sites
• Guided Setup Flow
• Service Cloud Voice and Your Telephony System
• Key Concepts
• Use Voice Across Sales and Service
• Planning Checklist
• Choose Your Telephony Model
• Verify that Omni-Channel is Enabled
• Service Cloud Voice Limits and Limitations
• Turn On Voice
• Confirm Your Tax Registration Number
• Create a Contact Center
• Install Your Telephony Provider’s Managed Package
• Create a Partner Contact Center
• Configure an IAM Role
• Use a New Amazon Connect Instance
• Use an Existing Amazon Connect Instance Integrated by Salesforce
• Use an Existing Amazon Connect Instance Integrated by You
• Manage Access
• Configure Your Amazon Connect Instance
• Create a Phone Channel
• Create a Default Phone Channel
• Set Up the Agent Workspace
• Set Up the Supervisor Workspace
• Best Practices for Service Cloud Voice
• Customization Options by Telephony Model
• Voice Call Recordings
• Set Up Org-Wide Sharing for Voice Calls
• Configure Call Transcription
• Disaster Recovery for Service Cloud Voice
• Customize Call Journeys with Amazon Connect Flows
• Configuring Single Sign-On (SSO) with Amazon Connect
• Additional AWS Services Add-on License
• Increase Amazon Service Quotas
• Reach Your Customers Using High-Volume Outbound Calls
• Configure SSO with Salesforce as the Identity Provider
• Configure SSO with Your Own Identity Provider
• Set Up Queue-Based Routing for Calls
• Set Up Queues for Calls
• Add a Queue in the Contact Center
• Map Your Salesforce Queues to Telephony Provider Queues
• Manage Contact Center Queues in Salesforce and Your Telephony...
• Route Calls with Omni-Channel Flows
• Create the Voice Call Record Page
• Set Up the Service Console App for Service Cloud Voice
• Configure the Phone Book for Outbound Calls
• Respect Agent Capacity for Voice Calls (Beta)
• Sync Agent Presence Statuses Automatically
• Map Your Presence Statuses to Amazon Connect
• Grant Agents Access to View Agent Statuses When Transferring Calls
• Customize Call Controls and Voice Extensions
• Let Agents Pause and Resume Voice Call Recordings
• Set Up Desk Phones for Your Contact Center
• Set Up Voice Call Audio for Virtual Desktop Users
• Configure Caller ID
• Set Up Voice ID
• Enable Agents To Test Their Workstations with Voice Status Utility
• Customize Omni Supervisor for Voice
• Enable Listen In for Supervisors
• Auto-Generated Sentiments of Call Conversations
• Triggered Actions Based on Call Conversations
• AI-Generated Work Summaries of Calls
• Integrate Service Cloud Voice with Sales Engagement
• Prepare Your Network
• Try Voice in Your Sandbox
• Resolve Setup Issues with Self-Service Checks
• Test Calls in your Contact Center
• Troubleshoot Service Cloud Voice
• Check Voice Channel Performance
• Monitor Call Quality with Mean Opinion Scores
• Understanding the Difference Between Service Cloud Voice and...
• Understanding Billing for IVR Utterances and Service Cloud Voice...
• Understanding Billing for Telephony Minutes
• How Do I Check My Usage and Billing?
• Service Cloud Voice Minutes Report
• Service Cloud Voice Usage and Cost Report
• Service Cloud IVR Report
• Considerations for Amazon Connect Usage and Billing Reports
• Generate a Salesforce Report for Amazon Connect Usage and Billing
• Frequently Asked Questions
• Migrate an Existing Salesforce Contact Center Created from an XML...
• Update the Key Pair for Your Contact Center
• Manage Contact Center Certificates
• Roll Back a Lambda Update
• Delete a Contact Center
• Delete Voice Call Customer Data
• Train Your Agents on Service Cloud Voice
• Listen In to a Voice Call
• Interrupt a Voice Call with Supervisor Barge-In
• Change Agents or Groups Assigned to Voice Queues
• Analyze Call Recordings for Insights
• View Real-Time Metrics about Your Amazon Connect Contact Center
• Track Contact Center KPIs
• Check Voice Status
• Answer and Make Calls
• Use a Desk Phone
• Enroll Caller in Voice ID
• Add Callers or Transfer Calls
• Pause Call Recording
• View the Sentiments of a Call Conversation
• Listen to and Collaborate on Voice Call Recordings
• Link Calls with Customer Contact Records
• Take Notes on a Call
• Get Up to Speed with Call Transcripts
• Wrap Up After a Call
• Get Support
• Amazon Connect IAM Roles and Provisioning Policies for Service Cloud...
• Prepare for Web-to-Case
• Turn On Web-to-Case
• Generate Your Web Form
• Prevent Spam with reCAPTCHA
• Guidelines and Limits
• Email-to-Case Limits
• Turn On Email-to-Case
• Configure Email-to-Case
• Add Routing Addresses
• Email System Forwarding
• Email-to-Case Considerations
• Email Threading
• Email Threading Limitations
• Limits and Considerations
• Compare Messaging Channel Capabilities
• Messaging Glossary
• Auto-Ending or Inactivating Sessions
• Compare Messaging for In-App and Web to Chat
• Alternative Solutions for Chat Features
• Considerations and Limitations
• Give Non-Agents Access to Messaging for In-App and Web Transcripts
• Prepare Your Org
• Understanding User Verification
• Set Up User Verification
• Troubleshooting User Verification
• User Verification Terms
• Configure a Web Deployment
• Configure a Web Deployment in a Salesforce Site
• Configure an In-App Deployment
• Customize Pre-Chat
• Map Pre-Chat Values in Omni-Channel Flows
• Test Messaging for Web
• Troubleshoot Messaging for In-App and Web Setup
• Update Your Deployment After Upgrading to Enhanced Domains
• Create Customer Flows
• Persist Pre-Chat Inputs Across Messaging Sessions
• Turn On Messaging
• Give Users Access to Messaging
• Route with Omni-Channel Flows
• Route to Queues
• Add Messaging to the Service Console
• Create an Enhanced Channel
• Channel Activation Checklist
• General Considerations
• Upgrade and Migration Considerations
• Compare Standard and Enhanced WhatsApp
• Message Template Categories
• Test Your Channel
• Compare Standard and Enhanced Facebook
• Route Apple Messages Inquiries by Intent and Group
• Add Apple Pay
• Compare Standard and Enhanced SMS
• Terminology
• Number Types
• Carrier Filtering
• SMS Regulations by Country
• Test Your SMS Channel
• Assign Permissions
• Write Effective Broadcast Messages
• Add Broadcast Messages to an App
• Send Broadcast Messages
• Considerations and Limitations for Partner Messaging
• Prepare Your Agents to Use Partner Messaging
• Prepare Your Salesforce Org for Partner Messaging
• Create a Partner Messaging Channel
• Uninstall Partner Messaging
• Customize the Opt-In and Opt-Out Experience
• Delete Messaging Customer Data
• Customize Auto-Responses
• Choose a Component Type
• Create an Enhanced Link
• Create a Question with Static Options
• Set Up a Flow to Send Questions with Options
• Set Up a Flow to Send Time Selectors
• Example Apex Class
• Set Up Post-Chat Surveys
• Troubleshooting Auto-Response Messaging Components
• Create a Secure Form
• Create an Authentication Request
• Set Up a Flow to Send Payment Requests
• Share an External App
• Customize with Formula Templates
• Customize with sObject Formulas
• Supported Formula Functions
• Set Push Notifications for Messaging for In-App
• Send Automated Messages in Enhanced Channels
• Add a Flow or Process
• Troubleshoot Errors
• Customize with Lightning Web Components
• Update Channel Settings
• Add a Bot to Messaging
• Create Messaging Users
• Messaging User Fields
• Customize the Enhanced Conversation Component in the Agent Console
• Report on Messaging Activity
• Add Terms and Conditions Acceptance
• Customize the Enter or Return Key
• Clone Your Messaging for In-App Deployment
• Show the Emoji Keyboard
• Prevent End Users from Sending File Attachments in Messaging for...
• Show Customers an Estimated Wait Time
• Set Business Hours in Messaging for In-App and Web
• Allow End Users to Download a Transcript of a Messaging Session
• Move Channels from Classic to Lightning
• Open Messaging
• Accept a Message
• Start a Messaging Session
• Enable Public Linking on an Asset File
• Send Voice Messages
• Send Messaging Components
• Transfer a Messaging Session
• Inactivate a Messaging Session
• End a Messaging Session
• Messaging Error Codes
• Troubleshoot the Send Message Action
• Create a Channel Menu Deployment
• Add Items to the Channel Menu
• Set Branding for the Channel Menu
• Customize Labels and Translations for the Channel Menu
• Create Channel Menu Code Settings
• Apply the Channel Menu Code Snippet
• Add the Channel Menu to Experience Cloud Sites
• Channel Menu Limitations
• Channel Menu Static Resource Files
• 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?
• Enable Skills-Based Routing
• Create Skills for Skills-Based Routing
• Assign Skills to Service Resources
• 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
• 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
• Compare Standard and Enhanced Omni-Channel
• Enable 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
• 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
• Presence Status Settings
• Give Users Access to Presence Statuses with Permission Sets
• Give Users Access to Presence Statuses with Profiles
• Presence Configuration Settings
• 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
• Compare Live Agent and Omni-Channel Routing for Chats
• 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

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
• How It Works
• Enable Article Recommendations
• Select Fields
• Build and Activate Your Model
• Give Agents Access
• Add the Knowledge Component
• Use Article Recommendations in the Console
• Add Article Recommendations to a Flow
• Sample Flow to Send Recommended Articles in an Auto-Response Email
• Understand Model Quality
• Can My Bots Sound like My Company?
• What Help Do I Need to Get Botting?
• Engaged Sessions, Bot Billing, and Bot Performance
• Einstein Bots Requirements
• Einstein Bots System Limitations
• Bot Data Reference Guide
• Understanding Bot Permissions
• Learn About Einstein Bots Compliance
• Reduce Bias in Einstein Bots
• Plan Your Einstein Bot
• Enable Einstein Bots in a Scratch Org
• Create an Intro Template Bot
• Learn About the Template Bot: Welcome Dialogs
• Learn About the Template Bot: Connect with Sales
• Learn About the Template Bot: Report an Issue
• Learn About the Template Bot: Check Issue Status
• Learn About the Template Bot: Check Order Status
• Learn About the Template Bot: Gather Info from User
• Learn About the Template Bot: Supporting Dialogs
• Create a Bot from Your Data (Beta)
• Explore Einstein Bot System Templates
• Create an Einstein Bot from Scratch
• Clone a Bot
• Use Change Sets to Migrate Bots Between Orgs
• Article Answers Troubleshooting Tips
• Create a Template from an Einstein Bot
• Package an Einstein Bot Template
• Import an Einstein Bot Block
• Create a Block from a Dialog Group
• Package an Einstein Bot Block
• Explore the Einstein Bot Block Library
• What Makes Bots Tick?
• Maintain Chatbot Conversation Quality
• View and Edit Your Bot’s Name and Description
• Add a Bot Profile
• Log Conversations in Bot Event Logs
• Set or Update a Bot Primary Language
• Add or Remove a Secondary Bot Language
• Manage Secondary Language Translations
• Set a Bot Conversation Language
• Connect a Standard Bot to Channels
• Create an Enhanced Bot from Scratch or from a Template
• About Cloning a Standard Bot as an Enhanced Bot
• Clone an Enhanced Bot
• Route Conversations to an Enhanced Bot
• Specify a Default Outbound Omni-Channel Flow
• Transfer Conversations with the Set Routing Type Dialog Step
• Use Pre-Chat with an Enhanced Bot
• Share an External App with an Enhanced Bot (Beta)
• Display an Enhanced Link in an Enhanced Bot
• Send a File with Static Content from an Enhanced Bot
• File with Dynamic Content: Example Apex Class
• Receive a File with an Enhanced Bot
• Question with Dynamic Options: Example Apex Class
• Question with Dynamic Options: Example Flow
• Ask a Question with Static Options with an Enhanced Bot
• Schedule an Appointment with an Enhanced Bot
• Conversation Design
• Error Handling
• Send a Secure Form from an Enhanced Bot (Beta)
• Authenticate a Customer with an Enhanced Bot (Beta)
• Request a Payment with an Enhanced Bot (Beta)
• Considerations for Enhanced Bots
• Add a Dialog
• Set Up a Dialog Message Step
• Set Up a Dialog Question Step with Static Choice Responses
• Set Up a Dialog Question Step with Dynamic Choice Responses
• Set Up a Dialog Question Step with Text Responses
• Introduce Object Search in a Dialog (Beta)
• Add an External Service Action
• Add a Standard Action
• Set Up a Dialog Rule Step
• Clone a Dialog or Dialog Step
• Work with Dialog Groups
• Setting System Bot Dialogs
• Use Map View to Visualize Your Bot
• Navigate Bot Conversations
• Add a Bot Response Delay
• Add a Custom Entity
• Add a Value List Entity
• Add a Custom Variable
• Create Custom Context Variables
• Transfer Bot Conversations to a Queue
• Transfer Bot Conversations to Another Bot
• Use Skills-Based Routing to Transfer Bot Conversations
• Use Exact Matching for Intents
• Turn on the Cross-Lingual Intent Model
• Import Intent Data to a Bot
• Import Intent Data to an Einstein Intent Set
• Export Intent Data for Einstein Bots
• Update an Active Einstein Bot
• Source New Utterances with Intent Sets
• Manage Intent Data in Einstein Intent Sets
• Use Input Recommender to Generate Utterances (Beta)
• Write Utterances for Einstein Bots
• Improve Intent Matching Quality with Bot Training
• Share Your Intent Model Externally (Beta)
• Delete a Dialog with Intent Enabled
• Evaluate How Well Your Bots Understand Your Customers
• Add a Bot Options Menu to the Chat Window
• Preview Your Bot
• Manage Goals
• Navigate Einstein Bot Standard Reports
• View Bot Performance with CRM Analytics
• Troubleshoot Your Bot
• Improve Your Bot
• Enable Classification Apps
• Choosing Fields
• Build Your Model
• Automation Key Concepts
• Configure Prediction Automation
• Case Routing
• Add Case Classification to a Flow
• Save the Einstein Case Recommendations in Your Flow
• Add Classification to the Service Console
• Activate Your Model
• Use Classification Apps in the Console
• Update Your Model
• Enable Einstein Conversation Mining
• Build an Einstein Conversation Mining Report
• Create a Dialog from an Einstein Conversation Mining Report
• Add to a Dialog from an Einstein Conversation Mining Report
• Create an Intent from an Einstein Conversation Mining Report
• Add Excerpts to an Intent from an Einstein Conversation Mining Report
• Move Excerpts Within an Einstein Conversation Mining Report
• Guidelines and Limits for Einstein Conversation Mining Data
• Turn On Service AI Grounding
• Ground with Knowledge
• Ground with Cases
• Knowledge Fields for Einstein Knowledge Creation
• How To Use Einstein Knowledge Creation Responses Across Article Types
• Einstein Knowledge Creation Response Glossary
• Turn On Einstein Knowledge Creation
• Map Einstein Knowledge Creation Responses to Knowledge Fields
• Give Agents Access to Einstein Knowledge Creation
• Draft and Save Knowledge Articles with Generative AI
• Enable Einstein Service Replies
• Service Replies for Chat in the Console
• Service Replies for Chat Usage and Tracking
• Enable Service Replies for Email
• Allow Public Article Sharing
• Service Replies for Email in the Console
• Service Replies for Email Usage and Tracking
• Reply Recommendations Key Concepts
• Build Your Recommendation Model
• Publish Replies
• Multi-Language Support
• Use Recommendations
• Track Your Einstein Reply Recommendation's Performance
• Maintain Your Replies
• Enable Work Summaries
• Create a Quick Action to Store the Generated Messaging Session...
• Add the Wrap Up Component to the Messaging Session Record Page
• Map Outputs to Messaging Session Summary Fields
• Activate Work Summaries for Enhanced Messaging Sessions
• Create a Quick Action to Store the Generated Voice Call Summaries
• Add the Wrap Up Component to the Voice Call Record Page
• Map Outputs to Voice Call Summary Fields
• Activate Work Summaries for Voice Calls
• Add the Wrap Up Component to the Chat Transcript Page
• Map Outputs to Summary Fields
• Show Agents and Supervisors Midconversation Summaries
• Give Agents Access to Work Summaries
• Einstein Copilot (Beta)
• Messaging and Chat, and Voice
• Mid Conversation
• Work Summaries Usage and Tracking
• Service Intelligence Data Refresh
• Service Intelligence Assets
• Create a Data Cloud Salesforce CRM Connection
• Enable Service Cloud Features
• Update the Data Cloud Salesforce Connector Permission Set
• Install the Service Data Kit for Service Intelligence
• Enable CRM Analytics for Service Intelligence
• Install Service Intelligence
• Monitor, Update, and Delete Service Intelligence Apps
• Enable the Propensity to Escalate Insight Component
• Use the Propensity to Escalate Insight Component
• Use the Customer Effort Score Insight Component
• Service Intelligence Cases Dashboard
• Service Intelligence Omni-Channel Dashboard
• Service Intelligence Einstein Conversation Mining Dashboard
• My Performance Dashboard For Agents
• Service Intelligence Knowledge Articles Dashboards
• Explore Service Intelligence Data in Tableau
• Omni Supervisor
• Create Operating Hours with Time Slots
• Create a Service Territory
• Create a Job Profile
• Create and Assign Skills
• Create a Scheduling Rule
• Create a Scheduling Constraint
• Create a Scheduling Objective
• Build Repeating Shift Patterns
• Create Shift Templates
• Create Shift Patterns
• 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
• Enable Workforce Engagement and Feature Preferences
• Update Your Analytics App
• Data in an Omni-Channel Queue-Based Workflow
• Data in a Non-Omni Workflow
• User Permission Sets
• Add a Related List to an Object
• Create Omni-Channel Queues
• Workload History and Intelligent Forecast Glossary
• Adjust Your Workload History Data
• Export a Workload History
• Adjust Your Intelligent Forecast Data
• Export an Intelligent Forecast
• Map Job Profiles to Queues
• Capacity Plan Glossary
• Create a Capacity Plan
• Set Average Handle Times
• Optimized vs. Baseline Capacity Plan
• Export Your Capacity Plan
• Real-Time Adherence
• Email Notifications for Intraday Management
• Enable Intraday Management and Real-Time Adherence
• Filter the Intraday Management Dashboard
• View Historical Adherence Metrics
• Scheduling Agents for Shifts
• Allow Agents to See Their Service Resource Profile with an Apex...
• Allow Agents to See Their Assigned Shifts with an Apex Trigger
• View Your Schedule on Agent Home
• Configure an Enablement Site (myTrailhead) to Work with Agent...
• Configure the Omni-Channel Widget to Work with Agent Engagement
• Create a Learning Manager User Profile for Workforce Engagement
• Create an Agent Engagement Learner User Profile
• Map Skills to Learning Content for Agent Engagement
• Assign Learning to Agents with Agent Engagement
• Earn Skills as a Workforce Engagement Agent
• Service Resource Preferences
• Time Sheets and Time-Off Requests
• Case Escalation Rule Queue
• Entitlement Process Queue
• Article Process Actions
• Use Custom Report Types
• Support Reporting Tips
• Send Surveys with Feedback Management
• Deliver Field Service
• Access Messaging and Voice Conversation Data
• Conversation Transcript Export
• Block Sensitive Data in Messaging Sessions
• Set Up Omni-Channel Routing for Chats
• Add Chat to the Console
• Feature Gaps and Expected Behavior
• Service Cloud Chat Cookies
• Embedded Chat and Einstein Bots
• Enable Chat
• Permissions for Support Agents
• Permissions for Support Supervisors
• Create Configurations
• Create Deployments
• Chat Routing Options
• Chat Queuing Options
• Customize Your Branding
• Pre-Chat Forms and Post-Chat Pages
• Set Visibility for the Supervisor Tab Through Profiles
• Set Visibility for the Sessions Tab through Permission Sets
• Set Visibility for the Sessions Tab through Profiles
• Set Up Chat Answers from Knowledge Articles
• Add the Supervisor Panel
• Add a Lookup Component
• Manage Chat Capacity with Omni-Channel
• Create Automated Chat Invitations
• Add Terms and Conditions Acceptance to your Pre-Chat Form
• Block Sensitive Data in Chats
• Let Your Agents Block Visitors
• Create an IP Blocking Rule
• Supported Browsers for Notifications
• Deployment Settings
• Chat Button Settings
• Automated Invitation Settings
• Report on Chat Sessions
• Assign Skills to Agents
• Chat Statuses
• Chat with Customers
• Access Customer Details During a Chat
• Send Quick Text Messages in Chats
• Transfer Files During a Chat
• Attach Articles to Chats
• Attach Records to Chat Transcripts
• Block Unwanted Chat Customers
• End a Chat Session
• Transfer Chats
• Send a Chat Conferencing Request
• Session Records
• Visitor Records
• Transcript Fields
• Transcript Events
• Create a Deployment
• Specify Chat Settings
• Customize the Embedded Pre-Chat Form
• Customize the Embedded Chat Offline Form
• Customize Post-Chat Surveys
• Customize Embedded Chat Labels
• Translate Your Chat Window
• Use Custom Components With Your Chat Window
• Customize Chat Window Branding for a Experience Site
• Customizable Parameters
• Add Your Website to the CORS Allowlist
• Code Settings to an Experience Site
• Set Up Appointment Management
• Embedded Flows
• Experience Site Static Resources
• Test Your Embedded Chat Window
• Embedded Service Cookies
• Einstein Bots Chat
• Salesforce Open CTI
• Salesforce Call Center
• Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow
• Definition Files
• Required Elements and Attributes
• Specify Values for Elements
• Sample Definition File
• Import a Definition File
• View and Edit
• Customize a Directory
• Add a Directory Number
• Design a Layout
• Assign a Layout
• Remove a User
• What’s a Softphone?
• Create Call Logs in the Softphone
• Put a Caller on Hold Using the Softphone
• Transfer a Call Using the Softphone
• Make a Conference Call Using the Softphone
• Wrap Up a Call Using the Softphone
• Make a Call by Dialing a Number Manually
• Make a Call Using the Call Center Directory
• Make a Call Using Click-to-Dial
• Log In to the Softphone
• Change Your Call Center State
• Edit Your Personal Softphone Settings
• Use the Call Center Directory
• Get Started
• Enable Social Customer Service
• Add Social Accounts to Social Customer Service
• Configure Inbound Social Posts
• Assign Social Customer Service Agents
• Set Feed Tracking
• Social Customer Service Setup Options
• How to Reconnect a Social Account
• Tour the Social Conversations Component
• Configure the Social Conversations Component
• Enable Social Post Approvals
• Enable Moderation for Social Customer Service
• Enable Service Post Reply Without a Case
• Create the Social Action Interface
• Format Case Content from Social Posts
• Default Apex Class Process
• Default Apex Class Reference
• Apex Tests for the Default Apex Class
• Data Populated into Social Objects for Social Customer Service
• Default Apex Class History
• Social Action Tips
• Manage Social Posts
• Manage Social Personas
• Self-Service Portal
• Ideas Sites
• PDF Resources

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 and User Permissions

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

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Assignment rules in Salesforce

• By Ankush Dureja in salesforce

December 6, 2018

Page Contents

What are assignment rules in salesforce ?

Assignment rules in salesforce are used to automatically assign lead or Case to owner( User Or Queue ). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.

Types of assignment rules

There are two type of assignment rules

Lead Assignment Rules

Case assignment rules.

Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard.

Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Create or Setup assignment rules

• From Setup, enter Assignment Rules in the  Quick Find  box, then select either  Lead Assignment Rules  or  Case Assignment Rules .
• Choose  New , and then give the rule a name. Specify whether you want this to be the active rule for leads or cases created manually and via the web and email. Then click  Save .
• To create the rule entries, click  New . For each entry, you can specify:
• Order : Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
• Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.
• Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, “High”) ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry will be deleted automatically if the custom field is deleted.
• User : Specifies the user or queue to which the lead or case will be assigned if it matches the condition. Users specified here cannot be marked “inactive” and they must have “Read” permission on leads or cases.
• Do Not Reassign Owner : Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
• Email Template : We can specifies the template to use for the email that is automatically sent to the new owner. If no template is specified, no email will be sent. When assigning a lead or case to a queue, the notification goes to the Queue Email address specified for the queue and all queue members.
• Predefined Case Teams : Specifies the predefined case team(s) to add to a case when it matches the condition. A case team is a group of people that work together to solve cases.
• Replace any existing predefined case teams on the case : Specifies that any existing predefined case teams on the case are replaced with the predefined case teams on the condition, when a case matches the condition.

After creating the entry, click  Save , or  Save & New  to save the entry and create more entries.

Assignment Rule Example

Following is sample Case assignment rule which assigns case to different queues based on Billing Country, Account SLA and customer type:

For more details about assignment rules please refer to assignment rules  official link.

Assignment rules in Salesforce trailhead

Good luck for creating Assignment rules in Salesforce 🙂

• Assignment rules , Assignment rules Salesforce , Case Assignment rules , Lead Assignment Rules , salesforce , sfdc

Ankush Dureja

Permanent link to this article: https://www.sfdcpoint.com/salesforce/assignment-rules-in-salesforce/

Skip to comment form

• Stremove.com on August 2, 2020 at 9:10 am

Case Assignment Rules Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

• Dayene on August 25, 2020 at 7:01 pm

Hi! What about when I want my assignment to change when the Lead status is changed? I’ve created two criterias. First when the status is new and second when the status has other values. But when the Lead is updated and the status changes the assignment doesn´t follow this change and it does not assignment the Lead Owner correctly. Thanks.

• Vrushabh LEngade on October 27, 2020 at 3:51 pm

Use Escalation Rules and escalate the case to another user or queue

• subhasini on December 23, 2021 at 6:19 pm

Hi Ankush Dureja, there is a interview question on assignment and the question is : What will happen if the user becomes inactive(or user is deactivated) on whom the rule is assigned. Please reply me ASAP

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