case assignment not working salesforce

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Sunday, december 6, 2020, salesforce: case assignment rules not working.

• Case or Lead Assignment Rules fail to set the Owner
• Assignment rule does not fire on Cases created through Email-to-Case
• Why Salesforce assignment rule is not working?

Thanks for the info..It was helpful

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Best Practices for Optimizing Case Assignment Rules in Salesforce

Salesforce is a powerful customer relationship management (CRM) platform that helps businesses manage various aspects of customer interactions. One critical aspect of customer support is case management in Salesforce , where efficient case assignment rules play a vital role. Optimizing these rules can significantly enhance the effectiveness and efficiency of handling customer inquiries and issues.

Understanding Salesforce assignment rules

Salesforce assignment rules govern the distribution of incoming cases to the appropriate agents or teams. These rules ensure that each case is routed to the most suitable person for prompt resolution. Salesforce queues further facilitate this distribution by acting as virtual storage areas for cases before they are assigned.

There are two types of assignment rules in Salesforce:

• Salesforce Lead Assignment Rules primarily focus on distributing new leads among sales representatives based on predefined criteria such as geography, lead source, or lead score. 
• Case Assignment Rules are responsible for Salesforce case distribution. These rules play a pivotal role in the realm of customer support by directing incoming Salesforce support cases to agents or teams equipped with the expertise to resolve specific issues. 

As organizations strive to provide seamless experiences for both potential customers and existing clients, mastering these assignment rule types becomes crucial for optimizing customer interactions and nurturing lasting relationships.

The need for optimization

Default assignment rules might not account for specific business needs, leading to uneven case distribution, longer resolution times, and potential customer dissatisfaction. Optimizing Salesforce rules address these issues by ensuring equitable distribution, maximizing agent expertise, and expediting case resolution.

Best practices for Salesforce assignment

• Prioritizing cases . Categorize cases based on urgency or complexity to assign high-priority cases to experienced agents, ensuring quick resolutions.
• Efficient assignment techniques . Implement round-robin assignment or load-based distribution to evenly distribute cases among available agents, preventing bottlenecks.
• Role-based vs. direct assignment. Choose between role-based case assignment, where cases are directed to specific teams or direct assignment, where cases go to individual agents based on expertise.

Advanced Salesforce assignment techniques

• Multi-criteria case assignment. Combine multiple factors such as case type, priority, and customer tier for more accurate case routing.
• Automated case assignment. Leverage Salesforce automation tools like Process Builder and Flow to automate case assignments based on predefined criteria.
• Customized queues. Tailor Salesforce queues to match specific business units or case types, improving case categorization and routing.

Streamlining Salesforce case routing

Salesforce case routing logic.

Understanding Salesforce case routing logic is fundamental for ensuring that customer inquiries and issues are directed to the right personnel with the expertise to address them effectively. The case routing process involves a sophisticated interplay of various factors, such as queue membership, agent skills, workload, and availability. Salesforce’s intelligent algorithms consider these variables to determine the most suitable destination for each case, maximizing the chances of swift resolution. 

Caseload balancing

Balancing caseloads in Salesforce goes beyond equal case distribution among agents. This strategic approach boosts customer service quality and agent efficiency. Preventing overload for some and underutilization for others, it curbs burnout and enhances job satisfaction. 

Even workloads lead to swift responses, faster resolutions, and increased customer contentment. Moreover, balanced caseloads aid managers in spotting trends, optimizing resource allocation, and refining processes. This practice optimizes operations and fosters a cooperative, productive support environment.

Case escalation and reassignment strategies

Case escalation and reassignment strategies are vital for effective customer support. Escalation involves transferring cases to experienced agents or supervisors to address complex issues promptly. Case reassignment in Salesforce redirects cases to different teams or agents for specialized handling. 

These strategies prevent delays, ensure timely resolutions, and uphold customer satisfaction. With clear escalation and reassignment criteria, organizations enhance their support processes, allocate resources efficiently, and build a reputation for adeptly managing diverse customer concerns.

Configuring and customizing assignment rules

Salesforce rule configuration instructions.

• Access setup. Log in to your Salesforce account and navigate to the Setup menu located in the top-right corner of the screen.
• Search for assignment rules: In the Quick Find box, type “Assignment rules” and select what Assignment Rules you need to configure: Lead Assignment Rules or Case Assignment Rules. 
• Create a new rule. Click on the “New Assignment Rule” button to start configuring a new rule.
• Define Salesforce rule criteria. Give your rule a descriptive name and set the rule entry criteria. This includes conditions like case origin, type, priority, or other custom criteria that determine how cases are assigned.

• Specify rule actions. Determine what happens when cases meet the specified criteria. You can assign cases to specific users, queues, or use other automation processes.
• Configure rule entry order. If you have multiple assignment rules, specify the order in which they’re evaluated. This is important when cases could meet criteria for more than one rule.

• Activate the rule. Once configured, activate the assignment rule to make it live and start directing cases accordingly.

You can also integrate Salesforce workflow rules to automate follow-up actions after case assignments, enhancing customer communication.

Enhancing case management efficiency: Salesforce support cases best practices

• Utilize case templates. Expedite responses by employing predefined case templates for common issues, ensuring consistent and swift resolutions.
• Leverage macros. Enhance agent productivity with macros that automate multiple actions, reducing manual tasks and accelerating case handling.
• Opt for case cloning. Save time on data entry by cloning similar cases, streamlining the process of creating and managing new cases.
• Update Knowledge bases . Maintain accurate and current knowledge bases to empower agents with reliable information, enabling efficient issue resolution.
• Engage collaboration tools. Employ platforms like Chatter to encourage agent collaboration, fostering knowledge sharing and teamwork for complex cases.
• Notify agents of new assignments promptly and emphasize the importance of case ownership for accountability.

Optimizing case assignment rules in Salesforce is indispensable for efficient case handling. By understanding the fundamentals, implementing best practices, and embracing advanced techniques, businesses can ensure equitable case distribution, expedite resolutions, and enhance customer satisfaction. A well-optimized case assignment system ultimately streamlines support processes and contributes to the overall success of the customer support function.

Advanced Communities is your best partner when it comes to configuring your Salesforce instance or developing a Salesforce Experience Cloud site. In case of any questions feel free to reach out to get professional support when you really need it. 

You may be interested in: Maximizing ROI with Salesforce: A Case Study

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Case Assignment not working

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Product Area

Feature impact.

• What’s Service?
• Service Setup Assistant Features
• Customize Support Settings
• Guidelines for Setting Business Hours
• Guidelines for Creating Support Holidays
• What’s a Case?
• What’s a Case Team?
• Create Case Team Roles
• Predefine Case Teams
• Set Up Email Alerts for Case Teams
• Case Team Fields
• Case Feed Upgrade Process
• Create Permission Sets
• Assign Permission Set
• Assign Custom Profile
• Convert Page Layouts
• Customize the Highlights Panel
• Configure the Case Feed Publisher
• Feed View Settings
• Add the Attachment Component
• Add Case Experts
• Rename Actions and Feed Filters
• Customize Feed Filters
• Add Custom Actions
• Add Custom Components
• Add Actions as Console Components
• Email Drafts
• Enable Email Templates
• Email Draft Approval Process
• Email Approval Send Actions
• Highlight External Feed Items
• Email Notifications for Portal Replies
• Log a Call Action
• Apply a Default Email Template
• Send Email Fields
• Send Email Considerations
• Understand Default Email Fields
• Change Status Action
• Change Owner Action
• Close Case Action
• Case Comment Action
• Add Actions to the Case Page
• Customize Case Hovers
• Set Up Case Merge in Lightning Experience
• Set Up a Customer Feedback Survey
• Create Cases
• Clone Cases
• View Case Lists
• Update Multiple Cases
• Assign Cases
• Share Cases
• View the Case Milestones
• Case Comments
• Create and Edit Case Comments on Case Detail Pages
• Create and Edit Case Comments on Case Edit Pages
• Use Actions to Work with Cases in Case Feed
• Use Feed Filters in Case Feed
• Case Feed and Related Lists
• Find, Attach, and Email Articles with the Case Feed Articles Tool
• View and Edit Cases from the Case Detail Page in Case Feed
• Post on Cases and Experience Cloud Site Questions with the...
• Printable View in Case Feed
• In Lightning Experience
• Work with Case Emails
• Send and Reply to Email
• Add Images and Files
• Use Email Templates
• Work with Draft Emails
• Review and Approve Email Drafts
• Customize with Rich Text
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• Merge Fields for Cases
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• Enable Suggested Articles to Solve Cases
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• What’s Entitlement Management?
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• Customize Page Layouts
• Enable Feed Items
• Set Up the Milestone Tracker
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• Create a Milestone
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• Set Up Service Contracts
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• Entitlements in Experience Cloud Sites
• Configure Settings
• Create Assets
• Considerations
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• Add Contact Requests to Experience Cloud Sites
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• Design Your Quick Text Strategy
• Enable Quick Text
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• Prerequisites
• Irreversible Macros
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• Add Logic to Macros
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• Add and Replace Case Field Values
• Insert Quick Text in a Social Post
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• Run a Macro
• Clone Macros
• Share a Single Macro
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• Lightning Experience Considerations
• Email Publisher Actions
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• Social Actions
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• Create a Flow to Link Voice Callers to Records
• Create a Flow to Link Contacts to Cases
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• Create Channel-Object Linking Rules with a Guided Setup Flow (Beta)
• Add Channel-Object Linking Rules for Voice Calls (Beta)
• Agent Experience for Channel-Object Linking (Beta)
• Automatically Trigger an Action Based on Detected Keywords
• Verify That Contact Lens Is Enabled
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• Update Your Contact Center
• Create a Rule in Amazon Connect That Identifies Intelligence Signals
• Enable Conversation Intelligence in Amazon Connect to Process the...
• Prepare Conversation Intelligence for Partner System Intelligence...
• Create a Conversation Intelligence Rule to Trigger an Action
• Create a Custom Component to Trigger an Action
• Create the Recommendations
• Create the Recommendation Strategy Flow for Next Best Action
• Pass the Rule Name as Input to a Flow
• Add the Einstein Next Best Action Component to the Voice Call Record...
• Set Up an Autolaunched Flow
• Set Up Permissions
• Set Up Console
• Swarm with Actions & Recommendations
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• Swarm with Dynamic Actions
• Set Up Expert Finder
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• Swarm in Lightning Experience
• Swarm in Slack
• Add Members to Swarm
• Close a Swarm
• Reopen a Swarm
• Take Action in Slack
• Swarming Considerations
• Create a Swarm Report
• Change Slack Channel Name
• Customer Service Incident Management Objects and Fields
• Cases and Incidents
• Example of an Incident
• Enable Customer Service Incident Management
• Customer Service Incident Management Sample Flows
• Considerations for Customer Service Incident Management Flows
• Set Up Customer Service Incident Management Flows
• Set Up Integrations
• Add Related Issues to Case Record
• Report On Customer Service Incident Management
• Create an Incident
• Identify Incident-Related Issues
• Start a Swarm
• Create an Incident Channel
• Set Up an Incident Presence Status
• Create an Incident Queue
• Create an Incident Skill for Skill-Based Routing
• Set Up Routing Configuration for Incidents
• Set Up an Entitlement Process for Incidents
• Add Entitlements to Your Page Layouts
• Add the Milestones Component to the Incident Page Layout
• Create an Entitlement for Incidents
• Manage Incident SLAs with Entitlements and Milestones
• Create a Problem
• Identify Problem-Related Issues
• Enable Broadcast Site Banners
• Create Broadcast Topic
• Assign Broadcast Topic to Network
• Add Site Banner Component
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• Add Incident Alerts Utility
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• Assign Broadcast Topic to Group
• Enable Broadcast Slack Messages
• Create a Broadcast Topic for Broadcast Slack Messages
• Assign a Broadcast Topic to a Slack Channel
• Create a Custom Broadcast Slack Message Template
• Give Users Access to Broadcast Communications
• Add Broadcast Communications to Incident
• Considerations for Broadcast Communications
• Send a Broadcast Alert
• Respond to a Broadcast Alert
• Send a Broadcast Slack Message
• Update a Broadcast Slack Message
• Delete a Broadcast Slack Message
• Send a Broadcast Email
• Add a Broadcast Site Banner
• Deactivate a Broadcast Site Banner
• Create a Change Request
• Create a Work Plan Template
• Create a Work Plan
• Identify Change Request-Related Issues
• Knowledge Help and Resources
• Compare Lightning and Classic Knowledge
• Mobile Limitations
• Plan Your Knowledge Base in Lightning Experience
• Unify Knowledge from Various Sources (Beta)
• Lightning Knowledge Limitations
• Considerations and Limitations for the Lightning Editor
• Considerations and Limitations for Article Personalization for...
• Lightning Article Editor
• Article Personalization for Knowledge
• Configure Knowledge Record Pages with Dynamic Forms
• What’s Next?
• Lightning Knowledge Migration Tool Features and Considerations
• Plan and Sandbox Test Your Migration
• Activation Stage
• Validation Stage
• Migrate a Single Article Type
• Post-Migration Checklist
• Enable Lightning Knowledge
• Lightning Knowledge User Access
• Lightning Knowledge Home and Record Pages
• Record Type Considerations
• Page Layout Considerations
• Plan Your Knowledge Base in Salesforce Classic
• Create Article Types
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• Article Type Templates
• Delete an Article Type
• Create Public Groups for Knowledge
• Assign Article Actions to Public Groups
• Enable Knowledge One with Permission Sets
• Enable Knowledge One with Profiles
• Compare Article Widgets for Cases at a Glance
• Articles or Knowledge Tab
• Example Apex for Submitting Articles from Cases
• Use Videos from Any Provider with a Custom Visualforce Page
• Knowledge Settings
• Knowledge Scalability
• Control Data Integrity with Validation Rules
• Define Validation Status Picklist Values
• Modify Default Category Group Assignments for Articles
• Filter Articles with Data Category Mapping
• Create Workflow Actions for Knowledge
• Custom Fields for Articles
• Field-Level Security on Articles
• Article History Tracking (Lightning Experience)
• Article History Tracking (Salesforce Classic)
• Set Up Actions to Insert Articles to Channels (Lightning)
• Set Up Actions to Insert Articles to Case Publishers (Classic)
• Set Up Actions to Share Article URLs in Channels and Case Publishers
• Add Knowledge Pages to Enhanced LWR Sites
• Add the Knowledge Article Component to Enhanced LWR Knowledge Pages
• Create a .csv File for Article Import
• Set Article Import Parameters
• Create an Article .zip File for Import
• Article and Translation Import and Export Status
• Search Highlights and Snippets
• Create Synonym Groups
• Promote Articles in Search Results
• Manage Promoted Search Terms
• Enable Topics for Articles
• Article Search Results
• Use More Case Keywords to Find Articles
• Search for Articles in Lightning Experience
• Search for Articles in Salesforce Classic
• List View Considerations for Lightning Knowledge
• Use the Lightning Knowledge Component
• Share Article URLs in Channels
• Share Articles in Channels in Lightning Knowledge
• Share Article Contents in Case Publishers in Salesforce Classic
• When Are Lightning Authoring Actions Available?
• Create and Edit Articles
• Publish Articles and Translations
• Translate Articles in Lightning Knowledge
• Translate Articles in Salesforce Classic
• Archive Articles and Translations
• Delete Articles and Translations
• Compare Versions of an Article
• Rich Text Fields in Knowledge Articles
• Create and Link to Anchors
• Target Behavior for Smart Links
• Smart Link Considerations
• Create Persistent Links to Lightning Knowledge Articles
• Create Smart Links with the Link Tool in Salesforce Classic
• Salesforce Knowledge Article Versions
• Support a Multilingual Knowledge Base
• Export Articles for Translation
• Import Translated Articles
• Set Up Primary Article and Translation Side-By-Side View
• Keyboard Shortcuts for Data Categories
• Create and Modify Category Groups
• Delete and Undelete Category Groups
• Add Data Categories to Category Groups
• Modify and Arrange Data Categories
• Delete a Data Category
• Activate Data Categories on Your LWR Site
• Add the Network Data Category Object Page (Beta)
• Manage Data Categories on Your LWR Site
• How Category Visibility Differs from Other Salesforce Models
• Category Group Visibility on Roles
• Modify Default Data Category Visibility
• Edit Category Group Visibility
• Category Group Article Visibility Settings Examples
• Choose the Sharing or Access Model for Lightning Knowledge
• Sharing Considerations for Lightning Knowledge
• Service Catalog Permissions
• Catalog Fulfillments
• Create a Catalog Fulfillment
• Create a Data Category Group
• Create a Catalog Category
• Create a Catalog Item
• Create Eligibility Rules for Catalog Items
• Retrieve Catalog Item Metadata
• Catalog Requests
• Setting Up Your Service Catalog Site
• Service Catalog Site Glossary
• Service Catalog Site Resource Hub
• Service Catalog Site Basics
• Determining Your Setup Pathway
• Configuration I: Create and Assign the Admin User Role
• Configuration II: Enable Experience Cloud for Service Catalog
• Configuration III: Create a Service Catalog Site List View
• Service Catalog Site Licensing
• Service Catalog Site Permissions Assignments
• Verify the Service Catalog Pages Installation
• Configure the Home Page
• Configure the Search Page
• Set Up the Service Catalog Pages
• Set Up the Service Catalog Request Page
• Set Up Your Site Navigation Menu
• LWR Service Catalog Site Guidelines
• Add Data Categories to Your Site
• Set Up the Home Page
• Set Up the Search Page
• Set Up the Service Catalog Site Pages
• Change the Data Category Path Shown in Your Site
• Step I: Customize Your Site
• Step II: Set Your Site Administration Settings
• Step III: Take Your Site Live
• Experience Cloud Sites
• Guided Setup Flow
• Service Cloud Voice and Your Telephony System
• Key Concepts
• Use Voice Across Sales and Service
• Planning Checklist
• Choose Your Telephony Model
• Verify that Omni-Channel is Enabled
• Service Cloud Voice Limits and Limitations
• Turn On Voice
• Confirm Your Tax Registration Number
• Create a Contact Center
• Install Your Telephony Provider’s Managed Package
• Create a Partner Contact Center
• Configure an IAM Role
• Use a New Amazon Connect Instance
• Use an Existing Amazon Connect Instance Integrated by Salesforce
• Use an Existing Amazon Connect Instance Integrated by You
• Manage Access
• Configure Your Amazon Connect Instance
• Create a Phone Channel
• Create a Default Phone Channel
• Set Up the Agent Workspace
• Set Up the Supervisor Workspace
• Best Practices for Service Cloud Voice
• Customization Options by Telephony Model
• Voice Call Recordings
• Set Up Org-Wide Sharing for Voice Calls
• Configure Call Transcription
• Disaster Recovery for Service Cloud Voice
• Customize Call Journeys with Amazon Connect Flows
• Configuring Single Sign-On (SSO) with Amazon Connect
• Additional AWS Services Add-on License
• Increase Amazon Service Quotas
• Reach Your Customers Using High-Volume Outbound Calls
• Configure SSO with Salesforce as the Identity Provider
• Configure SSO with Your Own Identity Provider
• Set Up Queue-Based Routing for Calls
• Set Up Queues for Calls
• Add a Queue in the Contact Center
• Map Your Salesforce Queues to Telephony Provider Queues
• Manage Contact Center Queues in Salesforce and Your Telephony...
• Route Calls with Omni-Channel Flows
• Create the Voice Call Record Page
• Set Up the Service Console App for Service Cloud Voice
• Configure the Phone Book for Outbound Calls
• Respect Agent Capacity for Voice Calls (Beta)
• Sync Agent Presence Statuses Automatically
• Map Your Presence Statuses to Amazon Connect
• Grant Agents Access to View Agent Statuses When Transferring Calls
• Customize Call Controls and Voice Extensions
• Let Agents Pause and Resume Voice Call Recordings
• Set Up Desk Phones for Your Contact Center
• Set Up Voice Call Audio for Virtual Desktop Users
• Configure Caller ID
• Set Up Voice ID
• Enable Agents To Test Their Workstations with Voice Status Utility
• Customize Omni Supervisor for Voice
• Enable Listen In for Supervisors
• Auto-Generated Sentiments of Call Conversations
• Triggered Actions Based on Call Conversations
• AI-Generated Work Summaries of Calls
• Integrate Service Cloud Voice with Sales Engagement
• Prepare Your Network
• Try Voice in Your Sandbox
• Resolve Setup Issues with Self-Service Checks
• Test Calls in your Contact Center
• Troubleshoot Service Cloud Voice
• Check Voice Channel Performance
• Monitor Call Quality with Mean Opinion Scores
• Understanding the Difference Between Service Cloud Voice and...
• Understanding Billing for IVR Utterances and Service Cloud Voice...
• Understanding Billing for Telephony Minutes
• How Do I Check My Usage and Billing?
• Service Cloud Voice Minutes Report
• Service Cloud Voice Usage and Cost Report
• Service Cloud IVR Report
• Considerations for Amazon Connect Usage and Billing Reports
• Generate a Salesforce Report for Amazon Connect Usage and Billing
• Frequently Asked Questions
• Migrate an Existing Salesforce Contact Center Created from an XML...
• Update the Key Pair for Your Contact Center
• Manage Contact Center Certificates
• Roll Back a Lambda Update
• Delete a Contact Center
• Delete Voice Call Customer Data
• Train Your Agents on Service Cloud Voice
• Listen In to a Voice Call
• Interrupt a Voice Call with Supervisor Barge-In
• Change Agents or Groups Assigned to Voice Queues
• Analyze Call Recordings for Insights
• View Real-Time Metrics about Your Amazon Connect Contact Center
• Track Contact Center KPIs
• Check Voice Status
• Answer and Make Calls
• Use a Desk Phone
• Enroll Caller in Voice ID
• Add Callers or Transfer Calls
• Pause Call Recording
• View the Sentiments of a Call Conversation
• Listen to and Collaborate on Voice Call Recordings
• Link Calls with Customer Contact Records
• Take Notes on a Call
• Get Up to Speed with Call Transcripts
• Wrap Up After a Call
• Get Support
• Amazon Connect IAM Roles and Provisioning Policies for Service Cloud...
• Prepare for Web-to-Case
• Turn On Web-to-Case
• Generate Your Web Form
• Prevent Spam with reCAPTCHA
• Guidelines and Limits
• Email-to-Case Limits
• Turn On Email-to-Case
• Configure Email-to-Case
• Add Routing Addresses
• Email System Forwarding
• Email-to-Case Considerations
• Email Threading
• Email Threading Limitations
• Limits and Considerations
• Compare Messaging Channel Capabilities
• Messaging Glossary
• Auto-Ending or Inactivating Sessions
• Compare Messaging for In-App and Web to Chat
• Alternative Solutions for Chat Features
• Considerations and Limitations
• Give Non-Agents Access to Messaging for In-App and Web Transcripts
• Prepare Your Org
• Understanding User Verification
• Set Up User Verification
• Troubleshooting User Verification
• User Verification Terms
• Configure a Web Deployment
• Configure a Web Deployment in a Salesforce Site
• Configure an In-App Deployment
• Customize Pre-Chat
• Map Pre-Chat Values in Omni-Channel Flows
• Test Messaging for Web
• Troubleshoot Messaging for In-App and Web Setup
• Update Your Deployment After Upgrading to Enhanced Domains
• Create Customer Flows
• Persist Pre-Chat Inputs Across Messaging Sessions
• Turn On Messaging
• Give Users Access to Messaging
• Route with Omni-Channel Flows
• Route to Queues
• Add Messaging to the Service Console
• Create an Enhanced Channel
• Channel Activation Checklist
• General Considerations
• Upgrade and Migration Considerations
• Compare Standard and Enhanced WhatsApp
• Message Template Categories
• Test Your Channel
• Compare Standard and Enhanced Facebook
• Route Apple Messages Inquiries by Intent and Group
• Add Apple Pay
• Compare Standard and Enhanced SMS
• Terminology
• Number Types
• Carrier Filtering
• SMS Regulations by Country
• Test Your SMS Channel
• Assign Permissions
• Write Effective Broadcast Messages
• Add Broadcast Messages to an App
• Send Broadcast Messages
• Considerations and Limitations for Partner Messaging
• Prepare Your Agents to Use Partner Messaging
• Prepare Your Salesforce Org for Partner Messaging
• Create a Partner Messaging Channel
• Uninstall Partner Messaging
• Customize the Opt-In and Opt-Out Experience
• Delete Messaging Customer Data
• Customize Auto-Responses
• Choose a Component Type
• Create an Enhanced Link
• Create a Question with Static Options
• Set Up a Flow to Send Questions with Options
• Set Up a Flow to Send Time Selectors
• Example Apex Class
• Set Up Post-Chat Surveys
• Troubleshooting Auto-Response Messaging Components
• Create a Secure Form
• Create an Authentication Request
• Set Up a Flow to Send Payment Requests
• Share an External App
• Customize with Formula Templates
• Customize with sObject Formulas
• Supported Formula Functions
• Set Push Notifications for Messaging for In-App
• Send Automated Messages in Enhanced Channels
• Add a Flow or Process
• Troubleshoot Errors
• Customize with Lightning Web Components
• Update Channel Settings
• Add a Bot to Messaging
• Create Messaging Users
• Messaging User Fields
• Customize the Enhanced Conversation Component in the Agent Console
• Report on Messaging Activity
• Add Terms and Conditions Acceptance
• Customize the Enter or Return Key
• Clone Your Messaging for In-App Deployment
• Show the Emoji Keyboard
• Prevent End Users from Sending File Attachments in Messaging for...
• Show Customers an Estimated Wait Time
• Set Business Hours in Messaging for In-App and Web
• Allow End Users to Download a Transcript of a Messaging Session
• Move Channels from Classic to Lightning
• Open Messaging
• Accept a Message
• Start a Messaging Session
• Enable Public Linking on an Asset File
• Send Voice Messages
• Send Messaging Components
• Transfer a Messaging Session
• Inactivate a Messaging Session
• End a Messaging Session
• Messaging Error Codes
• Troubleshoot the Send Message Action
• Create a Channel Menu Deployment
• Add Items to the Channel Menu
• Set Branding for the Channel Menu
• Customize Labels and Translations for the Channel Menu
• Create Channel Menu Code Settings
• Apply the Channel Menu Code Snippet
• Add the Channel Menu to Experience Cloud Sites
• Channel Menu Limitations
• Channel Menu Static Resource Files
• Understand the Details of the Routing Lifecycle
• Prepare to Route to Queues
• How Does Skills-Based Routing Work?
• How Does Skills-Based Routing Differ from Queue-Based Routing?
• Enable Skills-Based Routing
• Create Skills for Skills-Based Routing
• Assign Skills to Service Resources
• Skills-Based Routing Limitations
• Prepare to Route to Agents
• Route to a Bot
• Route Chats to a Queue
• Route Calls to a Queue
• Route Messages to a Queue
• How Does an Omni-Channel Flow Work?
• Create the recordId
• Create the skillList
• Create the prechat
• Create the input_record
• Create the reasonForNotRouting
• Using Multiple Add Screen Pop Actions in an Omni-Channel Flow
• Store Screen Pop Instructions in a Variable
• Make Smarter Routing Decisions by Checking Agent Availability
• Route Work Items to Queues
• Prerequisites to Route Work to Skills
• Add a Skill Requirement Action
• Add a Route Work Action
• Route Work Items Directly to a Specific Agent
• Route Work Items to an Enhanced Bot
• Create Cases for Inbound Calls with an Omni-Channel Flow Template
• Assign an Omni-Channel Flow to a Chat Button
• Assign an Omni-Channel Flow to a Phone Channel
• Assign an Omni-Channel Flow to Route Cases from Email-to-Case
• Invoke an Omni-Channel Flow to Route Non-Real-Time Objects
• Enable Skills-Based Routing Rules from the Routing Configuration
• Map Work-Item Field Values to Skills
• Routing Salesforce and Partner Channels
• External Routing
• Prioritize with Interruptible Capacity
• Compare Standard and Enhanced Omni-Channel
• Enable Omni-Channel
• Set Up Secondary Routing Priority
• Understand Capacity Models
• Set Up a Status-Based Capacity Model
• Configure Work Items as Primary or Interruptible
• Configure After Conversation Work Time
• Service Channel Settings
• Supported Objects for Omni-Channel
• Add the Omni-Channel Component to a Lightning App
• Add the Omni-Channel Component to the Classic Console
• Control Visible Work Item Details in Omni-Channel with Compact Layouts
• Enable Omni Supervisor
• Enable Supervisors to Change Agent Queues and Skills
• Show the Default Actions on Omni Supervisor Tabs
• Create the Screen Flow for the Omni Supervisor Custom Action
• Add the Custom Action to Omni Supervisor Tabs
• Change What Supervisors See in Omni Supervisor
• Create Custom Tabs for Omni Supervisor
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Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues.

Required Editions and User Permissions

Lead assignment rules can assign leads regardless of whether leads are created manually, are generated from Web-to-Lead forms, or are imported using the Data Import Wizard.

Case assignment rules can assign cases regardless of how cases are created. Cases can be created manually or automatically using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Organizations typically use one rule for each overall purpose. For example, use one lead assignment rule for importing leads and use a different lead assignment rule for web-generated leads. Or use one case assignment rule for standard use and one case assignment rule for holiday use. For each rule type, only one rule can be in effect at any time.

Each rule consists of multiple rule entries that specify exactly how the leads or cases are assigned. For example, your standard case assignment rule can have two entries: cases with “Type equals Gold” are assigned to the “Gold Service” queue, and cases with “Type equals Silver” are assigned to the “Silver Service” queue.

To create an assignment rule, from Setup, enter Assignment Rules in the Quick Find box, then select Lead Assignment Rules or Case Assignment Rules .

Sample Assignment Rule

The following case assignment rule assigns a case to a specific queue based on the account rating:

Rule Name — Hot Account Assignment

Rule Entries:

• Set Up Assignment Rules

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How to Apply Case Assignment Rules in Flow

May 18, 2023 Yumi Ibrahimzade Actions , Automation , Flow , Flow Actions , Flow Packages , Packages 26

The case object is a core part of the Salesforce platform. It helps manage and track customer issues and inquiries. You can use this standard object to handle support requests effectively. The case object acts as a central repository for recording and monitoring customer interactions. It allows you to streamline your customer service processes. In order to improve the support efficiency, it is important to assign cases to the right teams or individuals. Although you can manually assign the record, it is possible to use the standard case assignment rules as well. Case assignment rules determine how cases are assigned to users or put into queues.

When you create a new case record, you can just mark "Assign using active assignment rule" to run case assignment rules.

However, if you are creating the case record using Salesforce Flow, there is no standard option to run the case assignment rules. This option exists just for lead assignment rules. Moreover, when you create a case using flow, you have to set the correct owner id. Otherwise, the system doesn't run the case assignment rules and assigns the case to the current user. If you really want to use the logic that you have in your assignment rule, you will have to build the same logic again in the flow.

In this post, you can find a custom invocable action (Apex class) that runs case assignment rules for any case record that you want.

How to Use the Action

1-  Install the action using the installation links below.

2-  Add a new action to your flow and search for "Apply Case Assignment Rules", this is the name of the action that you installed.

3- Give a name to the action and provide the id of the case record that you want to assign.

You can use this action in any flow type that supports the action element.

Here is a screen flow that clones a case record with its related records. It uses this custom action to assign the new case record. Read this post to learn how to create a flow to clone a record with its related records.

Installation Links

Use this link to install in production or developer edition environments.

Use this link to install in sandbox environments.

25 Comments

Is that a future method or synchronous?

It is synchronous.

Hi Yumi, I tried using this on a case after save flow as an immediate action on create and it doesn't work. However, if I add a scheduled path of 0 min after creation, it works. Do you know of this limitation? Thanks!

I'm also noticing that this doesn't work when a guest executes a screen flow from a public page which creates the case.

Is your screen flow working in system context - view all data?

Hi Jay, It works in asynchronous path as well. I will check if it is possible to use it in the immediate path.

Thank you, I don't have to code this now.

You are welcome!

Hey Yumi, Case is assigned but email is not fired to members of queue? Any suggestions?

Hi Priyanshu, You are right. I just added it to the code and uploaded the package again. Can you please try with the new version?

Thanks Yumi, Can you please provide the url for new version?

Yumi, waiting for your response.

Is there a way to verify (in a flow decision), using a formula or some other way, if the "Assign using active assignment rule" is checked? I have a user case where the Assignment rules need to be triggered within the flow ONLY when the checkbox "Assign using active assignment rule" is checked, but I cannot find a way to do so. Any ideas?

"Assign using active assignment rule" is not a field on the object, so I think unfortunately it is not possible to get this information.

Hey Yumi Ibrahimzade, Not working in production or can you please provide url for update version? Thanks in advance 🙂

Thank you so much for this package. I just came across the need for this and then found your solution. It works exactly as expected.

I am glad that you found it useful!

Thanks Yumi, It helped me a lot to resolve my issue!

I am glad that you liked it Nadia!

Thanks for the post, Yumi, would you be willing to publish the code in a code snippet?

You are welcome Andy. Here is the code:

public class ApplyCaseAssignmentRules { @InvocableMethod (label='Apply Case Assignment Rules') public static void CaseAssign(List CaseId) { Database.DMLOptions dmo = new Database.DMLOptions(); dmo.assignmentRuleHeader.useDefaultRule= true; dmo.EmailHeader.TriggerUserEmail = true; Case Cases=[Select id From Case Where Case.id in:CaseId]; Cases.setOptions(dmo); update Cases; } }

I am using this action in a trigger flow (After Save), but it's not working, I should a scheduled path if I wanted to work, any suggestions please ? Thank you

Hi, You should use this action in a scheduled or asynchronous path.

I am trying to install in sandbox and getting this error: ApplyCaseAssignmentRulesTest: Method does not exist or incorrect signature: void startTest() from the type Test

Worked perfect in a screen flow with no Scheduled or Asynchronous path.. Thanks!

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The Supreme Court opens the door to more discrimination claims involving job transfers

Nina Totenberg

A view of the U.S. Supreme Court on March 26. Jemal Countess/Getty Images for Women's March hide caption

A view of the U.S. Supreme Court on March 26.

The U.S. Supreme Court on Wednesday made it easier for workers to bring employment discrimination suits over job transfers based on sex, race, religion or national origin.

At issue was a question that has produced many conflicting decisions in the lower courts over what constitutes illegal discrimination when it comes to job transfers.

The high court's answer Wednesday was that an employee must show some harm, but need not demonstrate harm that is "significant" or "material."

The case before the court was illustrative. It was brought by Jatonya Clayborn Muldrow, a police sergeant who claimed she was transferred from her job as a plainclothes police officer in the intelligence section of the St. Louis Police Department because she is a woman. Muldrow worked in the Intelligence Division from 2008 to 2017 investigating public corruption and human trafficking cases. She also oversaw the Gang Unit, served as head of the Gun Crimes Unit, and was assigned as a task force officer with the FBI.

Despite high employment evaluations, a new unit commander engineered her transfer out of the Intelligence Division. Among other things, he justified the transfer by noting that the division's work was "very dangerous." Over her objections, Muldrow was reassigned to a uniformed job in the department's Fifth District, where she supervised the activities of neighborhood patrol officers — approving arrests, reviewing reports and handling other administrative matters.

Though her pay and rank remained the same, Muldrow sued the police department, asserting that she had been harmed by the transfer. Because she was no longer in the Intelligence Division, she lost her FBI status and the car that came with it, and in the new job Muldrow often had to work nights and weekends, instead of the Monday-through-Friday workweek she had worked in the intelligence unit.

Supreme Court gives skeptical eye to key statute used to prosecute Jan. 6 rioters

A federal district court judge ruled in favor of the police department, without a trial, and the 8th Circuit Court of Appeals upheld Muldrow's transfer, declaring that because she could show no "diminution to her title, salary, or benefits," her claims of discrimination were not "significant."

But on Wednesday the Supreme Court reversed that ruling and laid out a more stringent test for lower courts to use in determining whether a discrimination claim based on altered conditions of employment can proceed to trial.

The decision was unanimous , but the reasoning was not.

Writing for the six-member majority, Justice Elena Kagan said that the federal law banning discrimination in employment includes a ban not just on economic discrimination; it includes a ban on discrimination in the "terms" and "conditions" of employment." Kagan said that covers a transfer that changed "nothing less than the what, where, and when of [Muldrow's] police work."

While the 8th Circuit and some other courts have required that such discrimination claims show "significant" or "material" harm, the Supreme Court said that is too high a bar. The anti-discrimination statute "targets practices that 'treat a person worse' " because of their sex, race, religion or national origin, the court said.

Explaining why this higher threshold is necessary, Kagan said that "whether the harm is significant" turns out to be "in the eye of the beholder." And to prove the point she cited examples that lower courts have held to be not significant:

• an engineering technician is assigned to a new job site — in a 14-by-22- foot wind tunnel;
• a shipping worker is transferred to a position involving only nighttime work;
• and a school principal is transferred to a non-school-based administrative role supervising fewer employees.

In each of those sex or race discrimination cases, the lower courts found that there was no "significant" harm to conditions of employment.

That, however, is "the wrong standard," Kagan explained. Rather, if an employee can show some harm because of sex, race, religion or national origin, that is enough. "Had Congress wanted to limit the liability for job transfers to those causing a significant disadvantage, it could have done so," wrote Kagan, adding that the court "does not get to make that judgment" by rewriting the statute.

Three justices — Samuel Alito, Clarence Thomas and Brett Kavanaugh — wrote opinions concurring with the result but not the reasoning.

Alito's was the most extraordinary. "I do not join the Court's unhelpful opinion," he wrote, adding of its reasoning: "I have no idea what this means."

Justice Thomas picked some legal nits with the majority opinion, but in the end, acknowledged that it is "unlikely" the 8th Circuit had a "stringent" enough standard in mind.

And Justice Kavanaugh wrote that he favored a different and less complicated approach. If a job transfer is based on sex, race, religion or national origin, it is discriminatory, period, whether or not it causes some concrete harm. That said, he acknowledged the court's "new some-harm requirement appears to be a relatively low bar" that ought to be easily met for anyone transferred based on their sex, race, religion or national origin.