How to Create Case Auto-Response Rule in Salesforce

In this Salesforce tutorial, we will learn how to create a case auto-response rule in Salesforce. Also, we will understand the steps of creating a case auto-response rule in Salesforce Lightning and the steps of creating a case auto-response rule in Salesforce Classic.

While working with an organization that uses Salesforce, I got a task where I needed to create a case auto-response rule in Salesforce. To fulfill this requirement I use the case auto-response rule object that is present under the Feature settings under the Service.

The case auto-response is defined as a rule which automatically sends an email reply to the case content based on the record attribute. This case auto-response rule works with the case autoresponse templates that carry information like support contact information, instructions, and details for the customers.

So after looking at the multiple solutions, I found a solution that helped me to create a case auto-response rule in Salesforce. If you want to learn how to create a case auto-response rule in Salesforce Lightning as well as Salesforce Classic, you have come to the right place.

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

• Case auto-response rule in Salesforce
• How to create a case auto-response rule in Salesforce Lightning
• How to create a case auto-response rule in Salesforce Classic

Case auto-response rule in Salesforce

Case auto-response rule in salesforce can define as an attribute that permits us to automatically send the predetermined reply to the customers and the users when it can make a new case.

It helps out in the elegant support process by accepting the receipt of a case and giving important information instructions to the customer.

The case auto-response rule works with the case autoresponse templates that carry information like support contact information, instructions, and details for the customers.

Once our email template is ready then we need to make an auto-response rule and every rule identifies the conditions under which an auto-response rule can be activated.

Inside every auto-response rule, we can set the criteria to control that case that can activate the auto-response. After explaining the rule criteria we need to connect suitable email templates with each rule.

When the case matches the rule criteria, the salesforce can automatically send the corresponding email template as an auto-response to the customer.

Once we can set up or build our auto-response rule and connect an email template then we need to activate the rule to take effect. Activating a case makes sure that anytime a new case is created salesforce can calculate the criteria and send a suitable auto-response when the criteria can match.

After activating the rule we can test our auto-response rule to make sure that the rule is working the same that we expected. For this we need to make a test case that can encounter the rule criteria and verify if the email template is correct then a message is sent.

In this way, we have learned about creating a case auto-response rule in Salesforce. Now, let’s move further and see how to create a case auto-response rule in Salesforce. We will explore both the salesforce experiences: Salesforce Lightning and Salesforce Classic.

How to create a case auto-response rule in Salesforce Lightning

Here we are creating a case auto-response rule in Salesforce Lightning. If you want to learn how to create a case auto-response rule in salesforce lightning follow these steps:

1: Login into your Salesforce lightning account, Go to the gear icon. Under the gear icon, there are two options present first one is Setup and another one is Service Setup. Here we are clicking on the Setup option.

2: After clicking on the setup, the setup page is open. Enter a Case auto-response rule in the Quick Find Box and the case auto-response rule object comes at the top. Click on the case auto-response rule. And these case auto-response rules are present under Feature Settings.

3: After clicking on the case auto-response rule, the case auto-response rules page is open which can automatically determine which email templates to use when sending the auto-response message for a new case.

For creating the case auto-response rules there is a new button, click on the new button.

4: After clicking on the new button, the new case auto-response rule page is open. Here we first fill the rule name field and we are giving the rule name as USA Auto-response. After giving the name to the rule, now click the active checkbox.

If we don’t click on the active checkbox the case auto-response rule cannot work. So make sure that you check the active checkbox. After that click on the save button that is present at the bottom of the case auto-response rule page.

5: After filling in the complete information related to the case auto-response rule. The USA auto-response rule is created and it can be shown under the New button.

We can also rename and delete this case auto-response rule by simply clicking on the rename and delete button.

In this way, we understand how to create a case auto-response rule in Salesforce Lightning. Let’s Proceed further and learn how to create a case auto-response rule in Salesforce Classic.

How to create a case auto-response rule in Salesforce Classic

Here we are creating a case auto-response rule in Salesforce Classic. If you want to learn how to create a case auto-response rule in Salesforce Classic follow these steps:

Step-1: First log in to the Salesforce account, when we log in to the account the Salesforce lightning edition is open. Moving to Salesforce Classic, click on the Profile picture. The Profile picture drop-down list is open. Under this profile picture list, there is an option to switch to Salesforce Classic. Click on it.

After clicking on the switch to Salesforce Classic option, click on the drop-down arrow of the username. The drop-down list is open, under this list Setup option is present below the My Profile option. Click on the Setup.

Step-2: After clicking on the setup, the setup page is open. Enter a Case auto-response rule in the Quick Find Box and the case auto-response rule object comes at the top. Click on the case auto-response rule. And these case auto-response rules are present under Feature Settings.

Step-3: After clicking on the case auto-response rule, the case auto-response rules page is open which can automatically determine which email templates to use when sending the auto-response message for a new case.

For creating the case auto-response rules there is a new button, click on the new button.

Step-4: After clicking on the new button, the new case auto-response rule page is open. Here we first fill the rule name field and we are giving the rule name as Email to case auto-response rule. After giving the name to the rule, now click the active checkbox.

If we don’t click on the active checkbox the case auto-response rule cannot work. So make sure that you check the active checkbox. After that click on the save button that is present at the bottom of the case auto-response rule page.

Step-5: After filling in the complete information related to the case auto-response rule. The Email to case auto-response rule is created and it can be shown under the New button.

We can also rename and delete this case auto-response rule by simply clicking on the rename and delete button.

So, with this, we have learned how to create a case auto-response rule in Salesforce Classic.

Conclusion:

In this tutorial, we have learned about creating a case auto-response rule in Salesforce. We have also discussed how to create a case auto-response rule in Salesforce.

Moreover, we have learned that both Salesforce Lightning, as well as Salesforce Classic, gives a simple and easy way to determine how to create a case auto-response rule in Salesforce

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

• Case auto-response rule in Salesforce
• How to create a case auto-response rule in Salesforce Lightning
• How to create a case auto-response rule in Salesforce Classic

You may also like to read the following articles:

• How to Enable Email to Case in Salesforce
• How to Set up Email to Case in Salesforce
• Merge case button not showing in Salesforce
• How to Set up Case Auto-Response Rule in Salesforce