Salesforce Case Assignment Rules

Updated:

February 21, 2024

⏱️ 3 minutes

In this blog, we delve into the efficient mechanisms of Case Assignment in customer service systems, providing insights into how businesses can optimize case handling and resolution. Here’s what you’ll gain from reading this piece:

Understanding Case Assignment: Discover the fundamentals of case assignment and its significance in managing customer support cases.
Strategies for Assigning Cases: Learn about various methods to assign cases, including assignment rules, mass ownership changes, and taking ownership from queues.
Creating Effective Assignment Rules: A step-by-step guide on setting up assignment rules to ensure cases are directed to the most suitable handlers.
Real-World Application: Explore a practical use case of automating case routing based on priority levels, enhancing response times and support quality.

Case Assignment

Case Assignment refers to how the case should be assigned to a user/queue, a case handler with the skills to work on the case, and finally close it by providing a resolution to the case submitter.

Assign Cases

There are multiple ways in which a case can be assigned to a specific user:

Assignment Rules – Whether a case is manually created, or auto-created via the web or email, case assignment rules help define the new case ownership by specifying rule criteria/s.
Mass ownership change – With the help of a case list view, a person with Manage Cases permission can select one or multiple cases to assign it to one user/queue in one go.
Single ownership change – From the Case record page, a user with Read/Write permissions on the case can change the current case owner and assign it to a user with Read permissions to the case.
Take ownership from queue – A user with access to the case queue list view can select a single case or multiple cases and click ‘Accept’ to take the case ownership.
Default Case Assignment – A user creating the case manually will be the default case owner if the Assignment rules are disabled or active in the system.

Assignment Rules

Assignment rules help the admin in defining rules to assign cases to the right person or queues.
The user or each member in the queue is notified of an assignment so that they know the cases they need to work on. These rules are triggered for both manual and automatic cases.
The owner is decided according to the criteria defined in the rule. If no matching criteria are found, then the case is assigned to the default user.

Key Highlights

Assignment rules can only be defined for Cases or Leads.
The rules are triggered at the time of creating or updating cases as far as the entry criteria are met. It can be controlled and only triggered on creating a case by selecting “Do not Reassign Owner”.
The assigned user in the rule should be active and they should have at least Read permission on the cases.

Create Assignment Rules

To create an assignment rule:

Go to Setup and type “Case Assignment Rule” in Quick Find.
Create a new rule and then add its rule entry.
Start with defining the order of execution of the rule entries.
Add the logic/criteria of triggering this rule. The fields here can be case fields or accounts, contacts, assets, or users’ information.
Select the assignment action, i.e., whether it will be assigned to a user or a queue and the email notification to be sent on successful assignment. This email will be a predefined email template defined in the system.
An optional but useful action is to assign case teams so that the right users with the defined roles are tagged with the case.

Use Case

Auto Car wants to automate the routing of the cases created through the web to the support agents. If the case is created through the web and is a high-priority case, then it should be routed to the “Specialist Support” queue, and if the priority on the case originated from the web is medium/low, then it should be assigned to “Level 1 Support” queue.

What can be configured by the admin to meet this business requirement?

Solution: Case Assignment

Reason: Case Assignment rules can be created to cater to the business needs by routing the cases based on different criteria. Multiple rule criteria can be created on the Case Assignment rule.

Conclusion

In conclusion, mastering case assignment is crucial for streamlining customer service operations, ensuring swift and effective case resolution. By leveraging the insights and strategies discussed, businesses can significantly enhance their support systems, leading to increased customer satisfaction and operational efficiency.

Ready to take your Salesforce skills to the next level? Sign up with saasguru for a free trial and gain access to over 18 Salesforce Certification Courses, 50+ Mock Exams, and 50+ Salesforce Labs for hands-on learning.