what is the assignment rule

HOW TO: LEAD GENERATION

Lead routing in salesforce.

Assuming you have more than one sales rep in your company, when a lead comes in, you’re going to have to decide who gets it. This is known as lead routing.

Lead routing : The process of distributing incoming leads among sales reps. Also known as lead assignment, lead routing is usually automated.

A lead routing process could be as simple as making an alphabetical list of all of your sales reps and assigning each new lead to whomever is next in line. More sophisticated systems depend on a variety of lead assignment rules, which are often based on territory (geography), industry, potential deal size, or other factors.

With Salesforce you can easily create automated, rules-based routing to assign leads. Salesforce lead assignment rules are customizable, combinable, and easy to create.

We’ve gathered up some great resources so you can learn more about lead routing in Salesforce.

Trailhead : Qualify and Route Leads to Your Reps Take an in-depth look at the importance of prioritizing incoming leads. Learn to qualify leads quickly, and see how your marketing team can effectively score leads using Salesforce lead routing.

Trailhead : Grow Your Business with Sales Cloud Learn how Sales Cloud automatically prioritizes and routes leads to the best possible rep using Salesforce lead assignment rules.

Trailhead : Convert and Assign Leads Go hands-on with a step-by-step guide to setting up criteria-based lead assignment rules in Salesforce. Automate your sales lead routing the easy way.

Trailhead : Sell as a Team Learn the principles behind team selling, and how to use Sales Cloud’s account teams feature with lead assignment.

Salesforce Documentation

Official Documentation : Leads How to track prospects apart from your contacts and opportunities with Salesforce lead records. After you’ve qualified your lead records, convert them to contacts and create accounts for them.

Official Documentation : Salesforce Lead Management Implementation Guide Make sure you have everything you need on-hand before you set up lead management

Official Documentation : Guidelines for Setting Up Web-to-Lead Get Salesforce ready to gather information from your company’s website and automatically generate up to 500 new leads a day.

Official Documentation : How Do I Create a Round-Robin Assignment for Leads or Cases to Users? Learn to assign leads (or cases) that are either manually created or created using web-to-lead (or web-to-case).

Official Documentation : Managing Assignment Rules Step-by-step instructions for creating assignment rules to automate your organization’s lead generation and support processes.

Trailblazer Community

Knowledge Article : Identify Leads Created by Web-to-Lead Quick tutorial lets you show that a lead has been created using web-to-lead.

Q&A : Criteria-Specific Lead Routing Learn to route leads using a round-robin method, for specific lead sources only.

Q&A : Round-Robin Assignment for Leads Get the details on Salesforce lead assignment rules, specifically how to implement round-robin or balanced load methods for assignment of leads.

Q&A : Lead Routing — 2-to-1 Assignment Explore strategies and third-party AppExchange solutions for routing leads among teams with different numbers of members.

Q&A : Lead Assignment Based on Zip Code Get step-by-step instructions and a video-based guide to Salesforce lead routing based on zip code. 

More Awesome Resources

Marketing Cloud Account Engagement Knowledge Base : Market to Your Customers with Marketing Cloud Account Engagement

Explore multiple ways to assign prospects within Marketing Cloud Account Engagement and Salesforce, including manual assignment and using automation rules or completion actions to assign prospects to a user or group based on their activity or information.

Salesforce Stack Exchange : Lead Assignment Round-Robin Based on Lead Source Want to use round-robin lead assignment only for certain leads, like leads coming from Facebook? Follow these easy instructions for implementing round-robin lead assignment triggered by a lead source value.

“ Forty-six percent of sales leaders say deeper customer relationships are a key objective for sustaining success.” Salesforce, “State of Sales” | ***note hidden for later reuse -dw ****

Get the #1 CRM built for small business.

The lead generation collection, how to grow your business with lead generation, free small business tools to grow your company, lead generation in salesforce, web-to-lead in salesforce, customer journeys in salesforce, qualifying leads in salesforce, lead management in salesforce, lead nurturing in salesforce, the sales pipeline in salesforce, lead scoring and grading in salesforce.

Using apex:repeat in Visualforce Page

System.NullPointerException: Attempt to de-reference a null object

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

Leave a Reply Cancel reply

Your email address will not be published.

Popular Posts

• Navigation Service in LWC(Lightning Web Components) 16 comments
• Modal/Popup Lightning Web Component(LWC) 6 comments
• Batch Apex Example In Salesforce 17 comments
• Wrapper Class in Apex Salesforce 20 comments
• for:each template directives in LWC 1 comment
• Get Record Id in Lightning Web Component 9 comments
• Lightning Web Components(LWC)Tutorial 4 comments
• template if:true Conditional Rendering LWC 8 comments
• Triggers in Salesforce 5 comments
• Lightning Web Component(LWC) Toast Messages 13 comments
• May 2023  (1)
• March 2023  (1)
• January 2023  (1)
• November 2022  (1)
• October 2022  (1)
• September 2022  (2)
• August 2022  (2)
• June 2022  (1)
• February 2022  (1)
• January 2022  (1)
• September 2021  (2)
• August 2021  (1)
• June 2021  (2)
• May 2021  (2)
• April 2021  (2)
• January 2021  (2)
• December 2020  (1)
• October 2020  (1)
• September 2020  (1)
• August 2020  (2)
• June 2020  (2)
• May 2020  (20)
• April 2020  (10)
• March 2020  (6)
• February 2020  (6)
• January 2020  (2)
• December 2019  (6)
• November 2019  (3)
• March 2019  (1)
• February 2019  (1)
• January 2019  (2)
• December 2018  (7)
• November 2018  (4)
• October 2018  (2)
• June 2018  (1)
• April 2018  (1)
• March 2018  (1)
• January 2018  (1)
• December 2017  (2)
• November 2017  (1)
• October 2017  (2)
• September 2017  (2)
• August 2017  (1)
• July 2017  (1)
• May 2017  (2)
• April 2017  (8)
• October 2016  (1)
• June 2015  (1)
• February 2015  (1)
• October 2014  (1)
• August 2014  (1)
• June 2014  (4)
• May 2014  (1)
• April 2014  (2)
• March 2014  (4)
• February 2014  (22)

Recent Posts

• How Salesforce Einstein GPT is changing the Game for Small-Medium Enterprises
• What are the benefits of Salesforce health cloud?
• salesforce customer 360 overview and features
• Difference Between Workflow Process Builder and Flow
• Salesforce Integration Interview Questions And Answers
• Salesforce developer interview questions
• Salesforce Admin Interview questions
• Salesforce Lightning Interview Questions
• Salesforce Field Service Implementation
• Salesforce Course Details | Eligibility, Fees, Duration

Recent Comments

• luqmaan s on Pagination using StandardSetController with wrapper class
• Santosh on Get Record Id in Lightning Web Component
• Micky on custom label in visualforce page
• Syed Wassim on salesforce order of execution
• NoviceDev on Avoid recursive trigger in salesforce

TOTAL PAGEVIEWS

• SFDC Share Point

Our Facebook page

https://www.facebook.com/sfdcpoint

© 2024 Salesforce Blog.

Made with by Graphene Themes .

Privacy Overview

Cloud SYlla

Your Agile & Digital Partner

• Mar 2, 2023

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.

Recent Posts

What is Record-Triggered Flow in Salesforce? Detailed Guide

How to Get & Reset Security Token in Salesforce? (Detailed Guide)

What is Sharing Rules? How can you Create it in Salesforce? (Complete Guide)

Get an interactive tour of BookIt for Forms — no demo needed!

• Intelligent Lead Delivery
• Convert Signals to Revenue
• Enterprise Salesforce Orchestration
• Products Overview Discover modern Revenue Orchestration
• Integrations Connect signals to plays
• Pricing Plans for every company
• Why LeanData

Snowflake Scales Account Based Plays with LeanData Revenue Orchestration

Clockwise Supports PLG Motion with LeanData Revenue Orchestration

• Become a Partner Team up with LeanData
• Technology Partner Directory Discover ISV solutions to fit your needs
• Solutions Partner Directory Connect with our network of authorized Service Integrators

LeanData’s integration with Salesloft allows a user to route prospects to the right reps.

Slack has transformed business communication– it’s the platform where work can happen.

Expertly target and engage high-value accounts when they’re ready to buy.

LeanData’s integration with Outreach allows a user to route prospects to the right reps.

• Learning Center
• Certification
• Tips & Tricks
• Help Center
• About Us Learn more about us and our mission
• Newsroom Keep up with what’s new at LeanData
• Events Stay up to date and network with industry professionals at our upcoming events
• Careers Join the LeanData team
• Contact Us Get your questions answered - contact us now

G2 Recognizes Lead-to-Account Matching and Routing as Newest Tech Category, with LeanData the #1 Vendor

Leandata showcases power of modern revenue orchestration at opsstars 2022, leandata announces winners of the 2022 opsstars awards, what are lead assignment rules in salesforce.

Lead assignment rules are a powerful feature within Salesforce to assist your team’s automation of its lead generation and customer support processes. Assignment rules in Salesforce are used to define to whom your Leads and Cases (customer questions, issues or feedback) are assigned based on any one of a number of specified criteria you determine. 

Organizations typically develop lead assignment rules for their GTM processes or flows:

• Rules for inbound Leads
• Rules for website-generated Leads
• Rules for importing Leads from an event

For case assignments, a company might establish one case assignment rule for weekdays and another assignment rule for weekends and holidays. 

A lead or case assignment rule often consists of multiple rule entries to specify exactly how leads and cases are assigned throughout your go-to-market teams. For example, related to customer service inquiries, a standard case assignment rule might have multiple entries. Cases with “Type equals Gold” are assigned to the Gold Level service queue, cases with “Type equals Silver” are assigned to the Silver Level service” queue, and so on. 

As organizations grow and scale, they operationalize multiple GTM motions: inbound, outbound, account-based, upsell/cross-sell, and hybrid. However, many are limited to having just one rule in Salesforce.

As a work-around, many organizations create one massive lead assignment ruleset. They then wedge all of their rule entries into that one big ruleset, regardless of how many different motions that represents. Over time, Salesforce lead assignment rules can quickly become unmanageable .

This post covers the best practices for Salesforce lead and case assignment rules. The ultimate goal is to fully engaging your hard-won leads and speed up your organization’s time-to-revenue.

How to Define Assignment Rules

Your Salesforce administrator can only have one rule in effect at any particular moment in your go-to-market motions, and that assignment rule is intended to both automate lead generation processes and other customer-facing processes routed through your CRM. 

Lead assignment rules specify how leads are assigned to users or queues as they are created manually, captured from your website, or imported via SFDC’s Data Import Wizard.

Case assignment rules determine how cases are assigned to users or put into queues as they are created, either manually or through the use of Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or other data generation applications.

Criteria for Lead Assignment Rules

Okay, so you’ve decided that lead assignment rules in Salesforce make sense for your revenue operations team – now what?

Well, first, you’ll need to determine the edition of your Salesforce instance. Lead assignment rules are available in the Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions of SFDC. Case assignment rules, conversely, are available only in the Professional, Enterprise, Performance, Unlimited, and Developer editions.

With regard to User Permissions, to view assignment rules, you’ll need View Setup and Configuration permissions. However, to create or change assignment rules, you’ll need Customize Application. If you are not your organization’s Salesforce administrator, you should check with them before attempting to head off on your own.

How to Create Salesforce Lead Assignment Rules

Creating lead and case assignment rules in Salesforce is a relatively straightforward process. 

• Login to Salesforce and select Setup in the upper right corner of the horizontal navigation bar.
• In the Setup search box , type “assignment rules” and then select either Lead Assignment Rules or Case Assignment Rules.
• Select New to create a new assignment rule.
• In the Rule Name box, type a name and specify whether it should be active for leads or cases created manually and by those created automatically by web and email. When done, click Save .
• Click open your newly created rule and select New in the Rule Entries to specify your rule criteria.
• Step 1 in the “Enter the rule entry” window requires you to enter an Order for your new rule (the Order is the order in which the entry is processed, like a queue).
• In Step 2, you determine whether your new rule is based on meeting a set of criteria or a formula. In the Run this rule if the dropdown box, select either “criteria are met” or “formula evaluates to true.”
• Lastly, in Step 3, select the user or queue to whom your rule will assign your new lead or case (use the lookup feature to find specific users or a queue). After completing Step 3, select Save .

Why Are Your Salesforce Lead Assignment Rules Not Working?

If you discover your lead or case assignment rules are not working, here are a few tips to quickly troubleshoot the root cause.

First, check to ensure the assignment rule is active. Remember, only one case or lead assignment rule can be active at one time. Secondly, ensure the record is assigned to the correct user or queue.

Make certain to select the checkbox Assign using active assignment rule . In support of this step, enable field History tracking on case or lead owner, as well as add object History (case or lead) in your page layout. 

One common problem is overlapping rule entries, or rule entries in the wrong order. With dozens of rule entries, many will overlap, causing records to get assigned unpredictably. For example, if entry #1 assigns California leads to John, and entry #2 assigns Demo Request leads to Jane, then John might wonder why he’s receiving Demo Requests leads who are supposed to go to Jane. 

Assignment Rule Examples

The image, below, shows sample rule entries being entered into Salesforce for a variety of “what if” situations:

• Junk leads containing “test” are sent to an unassigned queue
• Demo requests are routed directly to SDR 3
• Leads at accounts with over $100 million in annual revenue are routed to AE 1
• Leads in certain states are sent to their respective representatives

How LeanData Simplifies Salesforce Lead Assignment

Creating lead and assignment rules in Salesforce is relatively straightforward. However, as your GTM motions become more and more complex, it becomes necessary to populate that one rule with multiple defining rule entries. As you grow and scale, your rule threatens to become unwieldy. Then these problems arise:

• Difficulty in both comprehending and managing
• Poor visibility, making it difficult to troubleshoot and validate
• Restrictions allowing only the criteria on the routed record

LeanData’s lead routing flow and assignment solution is a native Salesforce application that allows users to create flows in an easy-to-understand visual graph. Its visible representation of an organization’s desired lead flow affords many benefits to users, including:

• Easier ability to visualize and understand complex flows
• Real-time visibility of the routing of leads and the ability to quickly troubleshoot and make adjustments
• At-a-glance ability to use information on matched records for routing decisions and actions

Assignment rules in Salesforce are a relatively easy-to-learn feature that can be very quickly implemented, delivering a flexible and powerful logic to your CRM processes. Automating your lead and customer processes will accelerate your GTM motions and deliver your organization a sustainable competitive advantage.

For more best practices, read the eBook, “ Best Practices for a Winning B2B Marketing Data Strategy .”

• lead assignment rules
• lead assignment rules salesforce

Ray Hartjen

Ray Hartjen is an experienced writer for the tech industry and published author. You can connect with Ray on both LinkedIn  &  Twitter .

More Related Content

How to Automate Lead Routing in Salesforce

How assignment rules work in Salesforce When leads come into your Salesforce instance, a rep needs to reach out to...

Salesforce Lead-to-Account Matching, the Easy Way

Salesforce lead-to-account matching is an important consideration in better aligning Sales with Marketing and increasing the efficiency and productivity of...

10 Best Lead Assignment Tools for Revenue Teams (2024)

Lead assignment tools optimize sales processes by building efficiency into lead distribution. Here are the top 10 lead assignment tools worth investigating.

Salesforce Assignment Rules Deep Dive

• July 7, 2022

What Are Salesforce Assignment Rules

Assignment rules are a standard feature in Salesforce used to automate the assignment of leads and cases. They can be a great alternative to manually assigning records. However, there are more than a few limitations you’ll want to be aware of. In this article we’ll discuss the benefits and limitations of Salesforce assignment rules so you can decide if they make sense for your organization. We’ll also share advice and guidance on how to effectively configure assignment rules.

The Benefits of Assignment Rules

Salesforce assignment rules are a powerful tool designed to streamline the distribution and management of leads and cases within an organization. By automating the assignment process, these rules ensure that leads and cases are instantly assigned to the most appropriate team members based on specific criteria such as product interest, priority, and geographic location. This target approach helps to accelerate response times, balance workload, improve team performance, and increase customer satisfaction. The use of assignment rules in Salesforce, therefore, represents a strategic advantage for businesses looking to optimize their sales and support workflows, ultimately driving growth and customer loyalty.

Limitations of Assignment Rules

While Salesforce assignment rules offer significant advantages, they also have limitations that organizations should be aware of:

• Limited to leads and cases : One of the most significant limitations of Salesforce assignment rules is the inability to assign standard or custom objects beyond leads and cases. This restriction often prompts organizations to look for an alternative solution that can assign any object .
• Lack of round robin assignment : They do not support round robin assignment, which is essential for most modern sales and support teams. Instead, each rule assigns records to a specific user or queue you designate.
• Lack of workload-based assignment : They don’t consider the existing workload of team members, potentially leading to an uneven distribution of leads and cases. This can result in slow response times and employee burnout.
• Lack of availability-based assignment : They don’t consider the availability of team members, resulting in leads and cases being assigned to team members that are away from work or otherwise unavailable.
• Difficult to maintain : Assignment rules can quickly become difficult to manage—even for small teams with simple assignment logic. Here’s an example of what a small portion of a typical assignment rule looks like:

Assignment rules can still be very useful despite these limitations. Continue reading to learn how assignment rules can be used to optimize your lead and case routing process.

How Assignment Rules Work

An assignment rule is a collection of conditional statements known as assignment rule entries. Each assignment rule entry contains one or more conditions and a user or queue to whom matching records will be assigned.

The Sort Order field can be used to change the order in which assignment rules are executed. Leads and cases will be evaluated against assignment rule entries in order and assigned by the first assignment rule entry that matches.

In the example above, we’ve prioritized our rules for Canada provinces (e.g. Ontario) higher than our country-wide Canada rule entry to ensure that leads from specific provinces don’t get assigned to the wrong person.

Next we’ll step you through how to actually create an assignment rule. 

How to Create Assignment Rules

You’ll need the “Customize Application” permission in order to manage assignment rules. If you don’t have this permission, contact your Salesforce administrator.

Ready to create your first assignment rule? Follow these steps:

• Login to Salesforce.
• Navigate to Setup .
• Search for “assignment rules” in Quick Find and click either Lead Assignment Rules or Case Assignment Rules .
• Click New to create a new rule.
• Name your rule and then click Save . We recommend leaving the Active box unchecked for now. 

Now you’re ready to specify how leads or cases will be assigned.

• Click on the rule you created.
• Click New to create a rule entry.
• Sort Order : this controls the order in which rules are executed.
• Criteria : you can enter one or more filters to define which records should be assigned by this rule.
• Owner : choose a user or queue to which records should be assigned. Alternatively you can check the Do Not Reassign Owner checkbox if this rule should not assign records.
• (Optional) Select an email template for notifying users of assignments.
• Click “ Save. ”
• Repeat the above steps for any additional rule entries.

Activate Your Assignment Rule

You can follow these steps to activate your assignment rule:

• Navigate to your assignment rule.
• Click the Edit
• Check the Active
• Click Save .

Keep in mind that only one assignment rule can be active at a time. We’ll discuss how your active assignment rule can be used to assign records in the next section.

What Triggers Assignment Rules in Salesforce

There is often some confusion about how and when assignment rules run. There are a few different ways these rules can be triggered:

• Creating a New Record : When a new lead or case is created, either manually or through an automated process, assignment rules can be triggered to assign the record to the appropriate user or queue.
• Updating a Record : If a record is updated and meets certain criteria set in the assignment rules, this can also trigger the reassignment of the lead or case.
• Web-to-Lead or Web-to-Case Submission : When leads or cases are generated through Salesforce’s web-to-lead or web-to-case features, assignment rules can automatically assign these incoming records.
• Data Import : When importing data into Salesforce, you can opt to apply assignment rules to the imported records, ensuring they are assigned according to the established criteria.
• API Creation or Update : Records created or updated via Salesforce’s API can also trigger assignment rules, depending on the configuration.
• Manual Triggering : Users with the appropriate permissions can manually apply assignment rules to leads or cases, either individually or in bulk.

Understanding these triggers is essential to effectively utilizing assignment rules in Salesforce, ensuring that leads and cases are assigned to the right team members promptly and efficiently.

Tips and Tricks

• It’s always a good idea to include a final rule entry with no conditions. This will be used to catch anything that didn’t match your rule criteria and assign it to a user or queue for review.
• It’s also a good idea to include a rule entry that assigns junk (e.g. spam, test records, etc.) to a queue for review and deletion.
• We recommend you test assignment rules in a sandbox before you add to your production org. However, keep in mind that assignment rules cannot be deployed from a sandbox to a production org.
• Custom formula fields can help to simplify complex assignment rules. For example, rather than entering lengthy criteria (e.g. lists of states by region) you could create a formula field instead. This would reduce your criteria from “STATE/PROVINCE EQUALS IL,IN,IA,KS,MI,MN,MO,NE,ND,OH,SD,WI” to “REGION EQUALS Midwest”.
• You can enable field history tracking on the owner field to track assignments made by your assignment rules.

Frequently Asked Questions

What happens to records that don’t meet salesforce assignment rule criteria.

These records will be assigned to whomever is designated as the default lead owner or case owner.

What are the different types of assignment rules in Salesforce?

Salesforce currently support lead and case assignment rules. Additionally, account assignment rules can be created as part of enterprise territory management.

What is the order of execution for assignment rules?

It’s important to understand exactly when assignment rules are run in relation to other events. For example, assignment rules are run after apex triggers and before workflow rules. See Salesforce’s Triggers and Order of Execution article for a comprehensive list of events and the order in which they’re executed.

How do you run assignment rules when creating or editing records using the REST API?

You can use the Sforce-Auto-Assign header when making REST API calls to control whether or not assignment rules run.

Salesforce assignment rules can be a valuables tool for many organizations. However, it’s important to understand the limitations. If you’re struggling with assignment rules it may be time to look at alternative solutions. Kubaru is a powerful automated assignment application for Salesforce. Check us out on the Salesforce AppExchange or contact us to schedule a demo.  

Haven is a business and tech writer with an emphasis on Salesforce and digital marketing.

A Comprehensive Guide to Data Enrichment for B2B Sales Success

Imagine you’re at a party, and you spot someone you’d like to get to know. You have their name and a vague idea of what they do, but that’s about it. Now, what if you had a magic lens that

Selling with Wisdom: Famous Quotes from Sales Legends

In the world of sales, inspiration is a key element for driving performance, motivation, and resilience. Over the years, many great thinkers, entrepreneurs, and sales experts have shared their insights in the form of memorable quotes, providing guidance and motivation

Master the Art of Lead Scoring: A Step-by-Step Guide

In the quest to convert leads into loyal customers, every digital marketer has a secret weapon at their disposal—lead scoring. This often-undervalued technique can pave the way for exponential business growth, driving your marketing efficiency to unparalleled heights. This comprehensive

Contact us to schedule a demo today!

Schedule Demo

Fill out the form below and we’ll respond in a few minutes

* We take privacy seriously. We will never sell or share your personal information with anyone.

• Support Portals
• PRM Portals
• Member Portals
• Online Communities
• User Experience
• Accelerators
• AC Knowledge Management Enterprise 
• AC Events Enterprise
• AC Ideas Ultimate
• AC Partner Marketplace
• AC Partner Co-Branding
• AC eCommerce for Nonprofits
• AC Job Board
• AC B2B Commerce Recurring Orders
• AC MemberSmart
• AC Fundraising
• AC B2B Commerce OrderPad
• Higher Education
• Member Organizations
• Manufacturing
• IT\High-Tech
• Video library
• Success stories
• SI Partners

Book a demo

If you'd like to book a demo with us and see how our products work, please complete the form and we'll arrange a demo with you as soon as we can.

I agree to the Privacy Policy and Terms and Conditions

By submitting this form, you agree to occasionally receive guides, tips, and tricks from AC. You can unsubscribe at any time.

How to Create Assignment Rules in Salesforce

Assignment rules are a great instrument to better organize your sales and support teams’ work.

Using assignment rules you can automate the process of assigning owners to Leads and Cases. 

Assignment rules description

There are two types of assignment rules in Salesforce: Lead Assignment Rules and Case Assignment Rules.

To better understand Salesforce terminology we’ll give you a short definition of what is a Lead and what is a  Case in Salesforce.

Lead – prospect, someone interested in your product or service, but not yet ready to buy.

Case – customer’s question, complaint, or suggestion about your product or service.

Assignment rules can help you to automatically deliver specific Cases to the right people in the team who are specialized in a certain area so that the customers receive timely and qualified responses.

It also enables you to sort cases by priority according to the customer’s support package (Platinum, Silver, etc.).

The same thing applies with lead assignment rules Salesforce – you can define which users will be assigned leads that come from your website and which users will be assigned leads that come from social media.

Assignment rules and Queue creation

Now you know what assignment rules are for, we’ll show you how to set them up.

As an example, we’ll use Case Queue and Case Assignment Rules creation in Salesforce.

To create a Case queue in Salesforce, do the following:

• Setup -> type Queue in the Quick Find box -> enter the Name and Label. 
• Leave the Queue Email field empty if you want the support employees included in the queue to receive emails when new cases are created or type the email addresses of the people who will receive this kind of notification.
• Choose Case and add it to the Selected Objects column.
• Choose members and add them to the Selected Members column -> click Save.

To create a Case assignment rule do the following:

• Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save.
• Click on the rule you just created -> click  New in the Rule Entries section.
• Sort Order – defines the order in which entries will be processed (entering “1” means that this entry will be processed first).
• Select the criteria for this rule entry.
• Choose the User to whom this rule entry will be assigned.
• Choose the Email Template this user will receive when the new case will be assigned to him -> click Save.
• Click Edit in the Rule Detail section -> mark this rule as Active ->click Save.

Don’t miss the benefits you can get from using assignment rules – give them a try on your organisation!

We hope that this post was informative for you.

Check our AC Events Enterprise tool that will help you with events management and AC Knowledge Management Enterprise for comprehensive and effective data management.

Follow us on Facebook and Youtube for even more useful content about Salesforce and Experience Cloud.

Rate the article

3.1 / 5. 12

COMMUNITY GUIDE FOR ABSOLUTE BEGINNERS 3

Welcome our third post about how to create a community for absolute beginners. In this part we will speak about five most popular and useful standard components to start to build your community with.

Salesforce Customer Account Portal

While the retirement of Koa and Kokua templates continues, Salesforce is providing a new way to keep your customers happy – it’s a Customer Account Portal.

In Loving Memory of VisualForce…

Lightning Bolt is a set of features for creating custom community templates and packaging them.

Assignment Rules in Salesforce

Reading Time

2.5 minutes

Share this post

Assignment rules are a powerful Salesforce feature that can help automate your organization’s lead generation and support processes. Assignment rules dictate to whom a lead or case is assigned based on criteria specified within Salesforce. Typically, your organization will have one rule for each overall purpose — like one lead assignment rule for importing leads and a different lead assignment rule for web-generated leads. Each rule can consist of multiple entries to specify precisely how leads or cases are assigned.

Rule Assignment Setup:

First, be sure you have the software’s group, professional, enterprise, unlimited, or developer edition. Other versions will not let you do this. Additionally, ensure you have permission to ‘customize the application.’ If you do not, speak to your Salesforce Admin before continuing.

1. Log in to your Salesforce Org and press Setup on the top proper Setup

2. type “assignment rules” in the setup search box and select “leads assignment rules” or “case assignment rules.”, 3. select a new entry for the assignment rule, 4. give the rule a name and specify if you want it active for leads or cases that are manually made and by those created automatically by web and email. click save., 5. you should now create the rule criteria. click on the rule you just created and click on “new” in the rule entries., 6. enter an order for the rule and the rule that you want to specify for lead or cases. this rule can either be based on a “set of criteria” or a “formula.”, 7. select the user or queue to assign the lead or case rule. you can use the magnifying glass to look up specific users or queues. then press save., criteria for rules:.

• Order: This is the order in which the entry is processed, like a queue.
• Criteria: These are various conditional criteria. You can use “criteria are met” or “formula evaluates to true.”
• User: This specifies which user’s process queue to use.
• Do not Reassign Owner: This determines if the user whose process stack is in use becomes the owner of the rule entity, or if it remains owned by its creator.
• Email Template: This specifies email template settings if the rule triggers an email transmission to a prospect or a user within the group.
• Some case definitions and team management settings can be customized, but they are pretty complicated and will be discussed in a future blog post.
• After you specify all the rules you want to use for the entry, you can click “Save” or “Save & New” if you wish to keep, and then build more.

Assignment rules in Salesforce are quick to learn, and while easy to implement, they nonetheless bring powerful and flexible logic to an already robust CRM.

Related articles:

Salesforce Email Template

How to create a dashboard in Salesforce

Sending mass emails in Salesforce

Others posts

• Best Practices for Salesforce Administrators
• Sending Mass Emails in Salesforce
• How To: Professional Email Templates in Salesforce

Others tags

An introduction to celigo integrator.io, what your cfo doesn’t calculate: the roi of peace of mind, netsuite: save expense reports for submitting later, blog crm partner salesforce tips & tricks.

• Plan services
• Cloud solutions
• Solutions services
• Free assessment

Discover the Big Bang unbiased consultative approach with expertly trained and well-versed cloud specialists.

How does your organization stack up ?

Take the Big Bang 360° Business Assessment to uncover opportunities concerning your people, processes, or technology.

About Big Bang

Since 2014, Big Bang consultants have helped business leaders make the move to the cloud, and organizations optimize their business operations to align their growing businesses worldwide, whenever needed. Leaders are enabled to make better, faster and more precise decisions that impact the entire company.

Digital transformation, we got it.

Quick links

© 2013-2023. All Rights Reserved Big Bang ERP Inc. Oracle NetSuite, Sage Intacct, Salesforce, Kantata OX, Rootstock, FinancialForce, Microsoft Dynamics, Zuora, Boomi, Celigo, ServiceNow, Hubspot, Pardot, BambooHR, Procore, Stripe and Folks HR are trademarks and are used here with permission; see our Legal Terms for details.

Complete the form to download your workbook today.

Become the master of your organization’s business systems – without a headache.

Why are you contacting us today?

A big bang representative will contact you within 24-hours..

Strategy and planning

Cloud solutions and consulting

Staffing and training

Grow my career

Not sure? Get in touch with an expert

What are you most interested in?

Applying for a job or internship

Exploring the life of a consultant

CERTIFICATIONS

About 15 mins

Create Case Queues

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

• Challenge +100 points

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.

• Salesforce Help: Rules
• Salesforce Help: Create Queues
• Salesforce Help: Set Up Assignment Rules
• Get personalized recommendations for your career goals
• Practice your skills with hands-on challenges and quizzes
• Track and share your progress with employers
• Connect to mentorship and career opportunities

• Marketing Cloud

Experiences

Access Trailhead, your Trailblazer profile, community, learning, original series, events, support, and more.

Search Tips:

• Please consider misspellings
• Try different search keywords

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 .

• ServiceNow Consulting Services
• ServiceNow IT Workflows
• ServiceNow Customer Workflows
• ServiceNow Employee Workflows
• Hyperautomation
• ServiceNow Implementation Services
• ServiceNow Integration Services
• ServiceNow Managed Services
• ServiceNow for Manufacturing Industry
• Digital Transformation In Banking
• Digital Transformation In Insurance
• Digital Transformation in Wealth & Asset Management
• Digital Transformation in Life Sciences
• Digital Transformation in Hospitals
• Digital Transformation for Payers
• Data Migration Utility
• 360 Degree Business Assessment
• ServiceNow Dx Support
• Service Automate
• Rome Release
• Case Studies
• News Events
• Infographic
• Thought Leadership

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.

Share This Story, Choose Your Platform!

Product Area

Feature impact.

• Put Employees First with Work.com
• Standard Objects in Work.com Data Model
• Employee-User Sync for Orgs Without Existing Employee Data
• Employee-User Sync for Orgs with Existing Employee Data
• Cascade Employee Updates to Users
• Provision Users for Large Amounts of Employee Data
• Employee User Sync Considerations
• Enable Digital Experiences for Employee Workspace
• Brand Your Org
• Install the Employee Workspace Package
• Verify Employee Workspace Installation and Auto-Configuration
• Configure Field Access Settings on the Employee Object
• Assign Employee Workspace User Permission Sets
• Add Employee Workspace Admins
• Create and Link Employees and Users
• Considerations for Employee Workspace Customizations
• Activate Your Employee Workspace Site
• Add Connected Apps
• Publish Your Employee Workspace Site
• Customize the News Banner
• Customize the Hero Component
• Add Search to Your Employee Workspace Page
• Customize the Navigation Bar
• Add Default Apps to the Pinned App Widget
• Create Your Branded App for Employee Workspace
• Log in to Employee Workspace
• Collaborate With Your Peers
• Take Your Wellness Survey
• Manage Your Workplace Shifts
• Get to Know Your Colleagues
• Share Your Work Experiences
• Access Apps You Need to be Productive
• Search for Knowledge in Your Employee Workspace
• View and Manage Your Tickets
• Navigate Agent Desk
• Manage and Resolve Tickets with Agent Desk
• Create Tickets in Agent Desk
• Create and Manage Knowledge Articles for Employee Concierge
• Agent Desk Considerations
• Configure Employee Workspace and Enable Person Accounts
• Install the Employee Concierge Package
• Verify the Employee Concierge Package Installation Customizations
• Enable Omni-Channel Routing for Employee Concierge
• Meet the Employee Concierge Personas
• Review the Employee Concierge Permissions
• Assign Employee Concierge Permissions
• Assign Record Types to the System Admin Profile
• Assign Record Types to the IT Agent Profile
• Enable Knowledge Access for Knowledge Authors
• Add Custom Fields to Knowledge Page Layout
• Make Custom Fields for Knowledge Articles Visible
• Assign Users to the IT Service Agents Public Group
• Create Queues for Ticket Assignment
• Specify Default Ticket Assignments
• Create Agent Desk Assignment Rules
• Set Assignment Rules as the Default for New Tickets
• Create a Sharing Rule for Tickets
• Edit Agent Desk Utility Items
• Assign the IT Case Page Layout
• Activate and Assign the IT Case Record Layout
• Enable the IT Case Path
• Share the Tier 1 Cases List View with Tier 1 Public Groups
• Create Person Accounts for Employee Records
• Employee to Person Account Field Mapping
• Add Ticket Category Picklist Values
• Add a Quick Action to the Contact Object
• Add the Custom Metadata Type for the New Ticket Category
• Associate Knowledge Article Record Types and Ticket Categories
• Set Your IT Case Page Layout for Email-to-Case Enablement
• Customize Your Email-to-Case Address Routing Settings
• Set Your Email-to-Case Support Settings
• Email-to-Case Considerations and Limitations for Employee Concierge
• What Is the Employee Service Site?
• Understanding the Employee Service Site Experience
• Employee Service Template and Custom Components
• Employee Workspace Template and Custom Components
• Customer Service Template and Custom Components
• Set Your Administration Settings
• Verify Your Site Pages and Components
• Add Service Catalog Pages and Components
• Add a My Support Tickets page
• Add the Concierge New Ticket Form
• Add a Search Page
• Add a Knowledge Page
• Add a Home Page
• Add Components to Your Home Page
• Configure Your Navigation Bar
• Add an Attachments Component to the My Support Tickets Page
• Update the IT Case Page Layout to Use Attachments
• Publish Your Site
• Customize the Ticket Details Field
• Share Resources with Employee Concierge Users
• Create a Custom Process for Manage Support Cases
• Get Started with Employee Concierge Bot
• Install the Employee Concierge Bot Unmanaged Package
• Deploy Chat Functions
• Set Up Omni-Channel Routing
• Add the Concierge Bot Chat Skill
• Add a Concierge Bot Chat Button
• Create an Embedded Service Deployment
• Customize the Pre-Chat Form
• Assign and Verify Employee Concierge Bot Permission Sets
• Add a Custom Employee Concierge Bot User Profile
• Add Branding to Employee Concierge Bot
• Deploy Employee Concierge Bot to the Chat Channel
• Select a Security Level for Your Community
• Add Concierge Bot to Your Community Template
• IT Service Center
• Install the Packages
• Verify Your Installation
• Meet the HR Service Center Personas
• Assign HR Service Center Permissions
• Add HR Service Center Admins
• Protect Access to Sensitive HR Data
• Protect Employee Tasks with a Custom Restriction Rule and Permission
• Assign Record Types to the HR Service Agent Profile
• Remove or Disable Existing HR Knowledge Articles
• Set Share Settings
• Add HR Service Agents to Groups

Create Assignment Rules

• Set Assignment Rules as the Default for New HR Tickets
• Enable or Disable Email Notifications
• Confirm the Role Hierarchy
• Create Sharing Rules for Tickets (Optional)
• Configure the [Sample] Health Verification Flow with the...
• Share an HR Case List View with the Relevant Public Group
• Manage Person Accounts and Employee Records
• Create Ticket Categories (Optional)
• Prepare Your Team and Customize HR Service Center
• Publish Knowledge Articles for Employees
• Connect HR Service Center to Workday
• Sample HR Service Center Flows
• Link to Relevant Flows Directly from Knowledge Articles
• Add the Flow Launch Button to the Knowledge Article Layout
• Activate the Case Lightning Page
• Customize HR Service Center Service Catalog Item Samples
• Service Catalog Case Elements
• Configure HR Service Center Data Collection
• Setup Overview
• Considerations and Recommendations
• Assign HR Agents the Transition Task Record Type for the Task Object
• Configure the Employee Page Layout to Support Employee Transitions
• Configure the Transition Plan Page Layout to Support Employee...
• Configure the Transition Plan Template Layout to Support Employee...
• Configure the Transition Plan Template Tasks Layout to Support...
• Configure the HR Service Center Custom Settings
• Add Onboarding Tasks to the Employee Record Page
• Create Your Transition Plan Templates
• Create Your Transition Plan Tasks
• Join Your Transition Plan Tasks and Template
• Assign a Transition Plan
• Add the Employee and Manager Transitions Banner to the Home Page
• Add the Manager Transition Plans Page to the Employee Service...
• Add the Employee Transition Plans Page to Employee Service Community
• Configure an Experience Theme Layout for Your Employee Transitions...
• Install Employee Service Catalog
• Service Catalog Permissions
• Create Your Service Catalog
• Create a Catalog Category
• Edit a Catalog Category
• Delete a Catalog Category
• Create a Catalog Item
• Edit a Catalog Item
• Clone a Catalog Item
• Delete a Catalog Item
• Mark a Catalog Item as Featured
• Fulfillment Flows for Catalog Items
• Create a Custom Fulfillment Flow
• Edit a Custom Fulfillment Flow
• Clone a Custom Fulfillment Flow
• Delete a Custom Fulfillment Flow
• Test a Fulfillment Flow
• Retrieve Catalog Item Metadata
• Published and Deprecated Catalog Items
• Catalog Requests
• Org Prerequisites to Install the Sample Service Catalog Items Package
• Install the Sample Service Catalog Items Package
• Grant Users Access to the Sample Service Catalog Items Package
• Configure the Sample Service Catalog Items Package for the User UI
• Set Employee Field Visibility Rules
• Use Default Employee Field Visibility Settings
• Edit the Default Employee Field Visibility Settings
• Create Custom Employee Field Visibility Rules
• Configure Employee Field Visibility with the API
• Employee Field Visibility Considerations and Limitations
• Restrict the Case Feed Access for the Standard Platform User in the...
• Configure Feed Tracking for a Standard Platform User
• Remove Salesforce Chatter Accessibility for Service Agent Users
• Create Conditional Visibility Rules for the Case Feed Component
• Create a Separate Service Agent User for Each Employee User
• Modify Your Existing Users to Make Them Employees Only and Create...
• Brand the Org
• Enable Translation Workbench
• Enable Digital Experiences for Workplace Command Center
• Install the Workplace Command Center and Wellness Check Packages
• Verify Command Center and Wellness Check Installation and...
• Meet the Workplace Command Center Personas
• Add Workplace Operations and Executive Users
• Add Workplace Command Center Admins
• Set Sharing Rules for Workplace Personas
• Workplace Command Center Permission Sets
• Workplace Command Center Permission Set Groups
• Customize Workplace Command Center Permissions
• Clone the Command Center
• Enable Location Search Filtering at All Levels (Optional)
• Make Tasks Tabs Available in User Profiles
• Configure the COVID-19 Tracker Component
• Create Flows for Tasks in the Operations Feed
• Task Record Sharing in Workplace Command Center
• Add Run Flows Permissions
• Activate Wellness Check Experience Cloud Site
• Configure Wellness Check Survey Mappings
• Configure a Wellness Check Survey Reply-To Name and Email Address
• Configure Internal Users for Wellness Check Survey Authentication
• Configure External Users for Wellness Check Survey Authentication
• Manage Wellness Check Survey Translations
• Activate Wellness Check Surveys
• Add the My Wellness Component to an Experience Cloud Site
• Populate the Location Hierarchy and Recalculate Wellness Fact Records
• Create and Import Location and Address Records
• Create and Import Employee Records
• Create, Import, or Link User Records
• Understand and Disable Workplace Command Center Triggers
• Convert Legacy Employee Data to Use Full Name
• Configure Logging
• View Log Messages
• Upgrade to Workplace Command Center Package Version 3
• Update Permissions from Command Center Settings
• Add Custom Fields to the Tasks Layout
• Add the Survey Schedule History Related List to Survey Schedules
• Workplace Command Center Limitations and Allocations
• Wellness Check
• Wellness Check Survey Design Considerations
• How Do Wellness Check Survey Responses Map to the Data Model?
• Modify Wellness Check Surveys
• Modify or Create Email Templates in Salesforce Classic
• Modify or Create Email Templates in Lightning Experience
• Send Wellness Check Surveys to Employees
• Send Wellness Check Surveys to Locations
• Edit Wellness Check Survey Schedules
• Review Wellness Check Survey History
• Deactivate or Activate Wellness Check Survey Schedules
• Respond to Surveys
• View Wellness Data in the Command Center
• View Wellness Data in Employee Records
• Modify Survey Process Settings
• How Workplace Command Center Helps You
• Reduce Batch Size to Support Large-Scale Direct Child Locations
• View the Status of Locations and Sublocations
• What Is a Location Status?
• View Workplaces on a Map or in a List
• Check the Health of Your Workforce
• See Employee Availability by Location
• See Shift Metrics and Planned Occupancy at a Glance
• Create Tasks Manually in the Operations Feed
• Manage Tasks in the Operations Feed
• Filter Tasks in the Operations Feed
• See COVID-19 Information from Around the World
• Invite Employees Back to Work
• Get to Know Shift Management Personas
• Shift Management Considerations
• How Does Shift Scheduling Work?
• Enable Field Service
• Install the Field Service Managed Package
• Customize Field Service Settings
• Install the Shift Management Managed Package
• Configure Shift Management for Work.com
• Complete the Recommended Setup
• Create Employee Logins for the Shift Management App
• Update an Existing Shift Management Org
• Plan for Reduced Occupancy
• Create Facility Plans
• Create Open Shifts and Notify Your Team
• Schedule Shifts for Your Team
• Log in to the Shift Management Mobile App
• Schedule Shifts in the Mobile App
• Overview of Workplace Strategy Planner
• Components in Workplace Strategy Planner
• Workplace Strategy Planner Considerations
• Enable CRM Analytics
• Install the Strategy Planner Package
• Assign Licenses and Permissions for Workplace Strategy Planner
• Verify Workplace Strategy Planner Installation
• Create a New COVID-19 Risk App from a Template
• Schedule Dataflow Updates
• Add the COVID-19 Dashboard to Strategy Planner Home
• Add the COVID-19 Risk Component to Location Records
• Share the COVID-19 Risk App
• Confirm or Add Required Data
• Confirm Wellness Check Survey Data
• Prepare Your Team
• Prepare for Package and Template Updates
• Troubleshoot Strategy Planner Dashboard Data
• Understand Workplace Strategy Planner Criteria, Metrics, and...
• Customize Threshold Values
• Add Location Assessment Data
• How Risk Levels Are Calculated
• Read, Customize, and Share Dashboards
• Enablement Site (myTrailhead) for Learning and Wellness
• Contact Tracing for Employees
• Activate Digital Trust Cards
• Customize the Location Type Field on the Location Object
• Create a Location Trust Measure
• Preview Your Digital Trust Card
• Add Custom Colors and Fonts to Your Digital Trust Card
• Customize Your Apex Class during Digital Trust Cards Setup
• Customize Your Digital Trust Cards' Metadata
• Hide the iFrame While You Onboard Trust Card Managers
• Customize Your Trust Cards’ Query
• Create a Trust Cards Manager User Profile (from the Identity User...
• Add a New User with the Trust Cards Manager User Profile
• Assign the Trust Card Manager Permission Set to a User
• Assign a Digital Trust Card Location to a Trust Card Manager
• Define Your Trust Cards Strategy as a Retail Store Manager
• Define Your Digital Trust Cards Strategy as a Hotel Manager
• Define Your Digital Trust Cards Strategy as an Entertainment Venue...
• Get to Know the Queue Management Roles
• Create a Queue Management Permission Set
• Set Sharing Rules for Queue Management Personas
• Add Facility Admins
• Set Up Broadcast Messaging
• Add Queues to Locations
• Create an Experience Cloud Site Page
• Enable Security Code Messages for Queued Parties
• Build a Customized Experience Cloud Site
• Relate an Experience Cloud Site Page to Your Location
• Get the Site Key and Secret Key from ReCaptcha
• Add Markup and ReCaptcha Keys to Your Sign-Up Form
• Relax Security Settings and Add ReCaptcha
• Best Practices for Queue Managers
• Broadcast Messaging in Work.com

The recommended support model for HR Service Center is that all non-sensitive cases are first triaged by an HR - Generalist who can then move cases to one of the specialists queues as needed.

Required Editions and User Permissions

• From Service Setup, use Quick Find to search for and select Case Assignment Rules .
• Click the HR case assignment rule.
• Confirm the Sort Order field is 1 for the case type HR - Employee Relations.

• Overview of Features to Protect Access to Sensitive HR Data

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.

Cookie List

Assignment Rule

Introduced in Version 12

An Assignment Rule lets you set up automatic assignment of documents to Users.

To assign the support tickets automatically amongst the employees who work on support, an Assignment Rule can be used.

To access Assignment Rule, go to:

Home > Settings > Assignment Rule

1. How to create an Assignment Rule

To set up an automatic assignment:

• Go to the Assignment Rule list, click on New.
• Select the Document Type you want to assign automatically (for example Issue ).
• Write the "Description" that will be added to the To Do.

Select the condition for the assignment. You can write simple Python expressions for automatic assignment in the Assign Rule , Close Rule and Unassign Rule . You will have access to all the properties of the document and can use operators like >, <, ==, etc and also multiple conditions like and and or .

• status == "Open"
• issue_type == "Technical" and priority=="High" and status == "Open"

Select the assignment rule.

• Round Robin : Assign each document to a User in sequence.

Load Balancing : Assign new documents to the User who has the least number of assignments.

Based on Field : Introduced in v13, this rule can be used to assign a document to the User that is set in the configured field.

You can use properties of the document in the Description field that will be part of the assignment. Higher 'Priority' Assignment Rules will be applied first.

High Priority Issue File Upload not working has been assigned to you.

1.1 Multiple Assignment Rules

You can also set up multiple auto assignments for each Document Type, the one with the highest Priority will be applied first.

assignment-rule-with-higher-priority

1.2 Setting Due Date for assignment

You can auto set due dates for assignments based on the date field in the reference document.

If you want to set a due date on Issue assignment based on the "Resolution By" date of the Issue, you can do so by selecting "Resolution By" field in Due Date Based On option in Assignment Rule.

• "Due Date Based On" option will not be available if "Document Type" is not yet selected or if the selected Document Type does not have any "Date" or "Datetime" field.
• Due Date in the assignment/ToDo will be updated whenever the "Due Date Based On" field value is updated in the reference document.

2. Related Topics

• Workflow Actions

No Revisions

Page settings.

Previous Page

• Tables and Views for Procurement

PO_BUYER_ASSIGNMENT_RULES

This table is used to store buyer assignment rules used to determine buyer for requisition lines.

Schema: FUSION

Object owner: PO

Object type: TABLE

Tablespace: FUSION_TS_TX_DATA

Primary Key