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

Case Assignment Rule in Salesforce

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.

Component of case assignment rule in Salesforce

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.

Fields used in case assignment rule in Salesforce

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

1. Order: This field is used to specify the order of the case entries in which we want to execute the case rule.
2. Criteria: This field is used to specify the case condition that must meet with the case to whom it is assigned.
3. User: This field specifies the salesforce user or team to whom the case is assigned.
4. Email Template: This field is used to specify the email template that we want to use to send emails.
5. Predefine case team: This field defines predefined case teams to add to the case.
6. 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

How to create case assignment rule in Salesforce Lightning

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

How to create case assignment rule in Salesforce Classic

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.

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 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

Conclusion

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:

• 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