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Oct 24, 2022

The ultimate guide to case assignment, part 1: where does your method rank.

Martin Schneider

Support Experience proactive support Intelligent Case Assignment assignment

Today’s consumers have much higher customer service expectations than they did even a year ago. According to Zendesk , more than 60% of customers report their support standards have increased since 2021. Freshdesk also reported that 80% of customers said they want faster responses from organizations.

These quick replies depend on contact centers’ case assignment processes. For fast resolutions, support teams need a system that quickly sends cases to qualified, available agents.

But which case assignment method is the best? We’re a bit biased here at SupportLogic, but we feel pretty strongly that AI-based intelligent case assignments are the way to go.

Before we dive into the methods though, let’s start with case assignment basics.

Case assignment models

There are two main types of customer service ticketing models: tiered support and swarming support . The one you choose for your contact center depends on the number of agents on your team, the difficulty of your cases, and the size of your case queues and backlogs.

Tiered support model

Tiered support is considered the “classic” support structure and works by escalating cases through three tiers based on a case’s complexity.

Tier 1: In this tier, support agents typically deal with customers’ basic questions and issues. All customer support inquiries begin here.
Tier 2: Cases are moved to Tier 2 when agents in Tier 1 are unable to solve the issue at hand. Agents working in Tier 2 have more technical knowledge, skills, and autonomy than Tier 1 agents.
Tier 3: This is the top level and consists of specialists and agents with the most technical skills and expertise.

With tiered support, you won’t have to worry about your most skilled agents wasting time on simple cases. Your specialists will be able to just work on complex issues.

On the flip side, tiered support may lead to knowledge silos among agents. And if your company offers self-service resources, the first tier of agents may not have enough cases to handle while tier two and three agents are overwhelmed.

Single-tier swarming model

With a single-tier swarming model, there’s no hierarchy or escalation. It’s an all-hands-on-deck approach that involves simultaneous collaboration among agents.

All agents in a swarming model—or intelligent swarming—work together with experts from across the company on cases that fall within their expertise and responsibility, so cases are resolved as quickly as possible.

Different swarms—teams of agents and specialists who work together on cases—monitor the case queue for issues that fall within their scope of knowledge. Individual agents solve what they’re able to and leave the rest for others in their swarm.

In some large companies, support teams may include “local” swarms and “severity” swarms. Local swarms take care of cases that have simple solutions, while severity swarms typically consist of specialists. These swarm teams aren’t considered tiered because there’s no escalation from one level to the next—they split cases by difficulty right from the start.

This single-tier swarming model typically reduces case backlogs—by reducing time spent per case—because agents are working simultaneously. This model can also help agents bond as they work together in swarms.

On the other hand, highly qualified agents can get distracted by simple cases with the swarming model—which is especially problematic if you don’t have many specialists on your team. Swarming also may require training to get all agents up to speed on a variety of case issues.

Types of case assignment processes

Case assignment processes generally come down to two different methods: manual and automatic . Manual is essentially its own category, with the exception of “Free Case Assignment” (more on this later), while there are a variety of “automatic” methods. When we speak of processes and methods, “processes” is an overarching term used to describe a way of doing something; “methods” are the details that make up the processes. For example, brushing your teeth would be a process; using an electric toothbrush to brush your teeth would be a method.

To help you evaluate these processes, we’ll rank each one as “ Okay ,” “ Good ,” or “ Best .”

Manual case assignment

Our ranking: “Okay”

Manual case assignments involve customer service and CX managers assigning support cases to agents. Because manual assignments take time to complete, this process works well for organizations that have a low volume of support inquiries.

This process can also be beneficial for “high-touch” product and service scenarios. If you have an organization and offering that requires a lot of attention, manual case assignment may be the best choice for your team.

For teams with medium to high case flows, manual case assignment is a poor choice for a few reasons:

The process will likely be too time-intensive for managers.
It can lead to human error since managers are controlling the assignments. Cases may end up on the desks of agents who aren’t equipped to handle them.
It can be a mental drain for managers, as they have to remember agents’ schedules and ever-evolving skill sets.

Free case assignment

With free case assignments, agents choose the cases they wish to work on from the queue.

This process gives agents flexibility and control. They can choose the cases that match their skill sets, so they’re often able to resolve issues more efficiently. And if agents are on a small team, they can coordinate with others on their case choices.

However, some agents may only select the easiest cases. If many agents skip over complex issues, customers with these problems may have to wait a long time for a resolution. The free case assignment process could also cause friction among agents if it creates unequal workloads.

Automatic case assignment

Our ranking: “Good”

With this case management process, your ticketing software automatically recommends and sends customer issues to agents—typically based on some criteria, like their skills or workload. The following processes—round robin, skill-based, workload-based, keyword-based, and intelligent case assignment—are all considered “automatic” case assignment strategies.

Automatic case assignments are faster and more efficient than manual routing because the software can send cases to agents right away based on preset criteria. It’s also more accurate because the software is working off of standardized rules, not subjective manager judgments.

The challenging nature of setting criteria for cases with complex needs can serve as a potential downside to this automation. For example, a customer may have a simple inquiry, but it could be about one of your niche products. Now the question is: Is this considered a simple or complex case? There might not be a straightforward answer as all contact centers deal with cases differently, but we would say that this issue requires a tier two, three agents, or expert within a swarm.

Round robin case assignment

This case management process involves assigning cases to the next available agent within a sequence. All agents get an equal amount of cases to work on over time.

Round robin assignments help minimize bottlenecks when agents are out of the office. If agents are sick or on vacation, the workload will still be equally allocated to available agents.

Because round robin case assignments don’t factor in skill sets, agents may work on cases that they’re not suited for. And agents working on difficult cases will still be assigned additional cases if it’s their turn in the queue, potentially leading to backups and long resolution times.

Skill-based case assignment

This process involves distributing support cases to agents based on their skill sets.

Skill-based case assignments help agents stay productive because they’re working on the issues they’re most experienced in. Your contact center won’t need to spend time triaging a case or passing it off if the initial assigned agent isn’t able to resolve the issue.

On the other hand, skill-based case assignment doesn’t take customer history or sentiment into account. Even if an agent has the knowledge to handle a particular issue, they may not have the soft skills—empathy, for example—to support specific customers.

Workload-based case assignment

Workload-based case assignment or load-based routing is a process that distributes customer issues based on the amount of cases agents currently have. When a new case comes in, the agent with the fewest number of open cases will receive it.

This approach helps teams maintain prompt response times, even when cases require different amounts of effort. If a single case is taking days or weeks, agents don’t have to worry about getting backed up and can focus on resolving the issue.

But like skill-based routing, this process doesn’t account for customer history or sentiment—which could be perceived as alienating if an agent doesn’t acknowledge former contacts made by the customer, or it could make customers feel like they’re interacting with a bot.

Keyword-based case assignment

Keyword-based case assignment is a process in which ticketing software rules send cases that contain specific keywords to specific agents.

With this approach, agents can receive cases about the topics they specialize in. Say a case for an accounting software’s support team contains the phrase “personalize invoices.” An agent who knows about this feature would receive a ping about this case based on the keyword.

At the same time, this process doesn’t take into account other key case factors—like customer sentiment and workload. If a large number of “personalize invoices” cases come in, the agent with that specialty will have a lot of work on their plate.

Intelligent case assignment

Our ranking: “Best”

Intelligent case assignments are like the automatic processes mentioned above but slightly more complex.

Ticketing software uses artificial intelligence (AI) and natural language processing (NLP) to make case assignments based on a variety of factors—not just one. With this multifaceted approach, intelligent case assignments help teams prioritize urgent cases and find qualified available agents.

Our intelligent case assignment workflow distributes cases based on five factors:

Time overlap: Agent availability based on their assignments, working hours, and scheduled availability (e.g., vacation, meetings, etc.).
Skills match: The skills required to resolve a specific case matched to your available agents’ skill relevancy.
Case complexity match: Machine learning (ML) predicts the duration and response frequency of the support case and compares it to agent trends.
Company experience: An algorithm scores each agent’s previous support interactions with the customer.
Bandwidth: Each agent’s current backlog—weighted by complexity, priority, and proximity to resolution.

Based on these factors, SX Assign calculates case compatibility scores for each agent to find the best available person for each case.

To avoid overwhelming the strongest agents with difficult cases, SX Assign is configured to “stretch” support agents just beyond their current comfort zone and route slightly more complex cases to them.

Why choose one when you can have it all?

Even if your organization isn’t using intelligent case assignments, SupportLogic SX Assign can still help you. It can give your current case routing approach a boost using intelligence and doesn’t require you to replace any of your current systems or software. SupportLogic’s intelligent case management can simply integrate with the process you’re already using—and make it better.

Check this week’s webinar to learn more about case assignment and slash your resolution in half.

Join us on Thursday, October 27th

Learn how SupportLogic’s technology helps you get the right cases to the right agents with minimal effort

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10 Salesforce.com Case Assignment Rules Best Practices

Salesforce.com's assignment rules are a powerful tool, but they can also be complex. Here are 10 best practices to follow when using them.

Salesforce.com is a powerful customer relationship management (CRM) platform that allows organizations to manage customer data, track customer interactions, and automate processes. One of the most important features of Salesforce.com is the ability to assign cases to the appropriate team or individual.

Case assignment rules are the key to ensuring that cases are assigned to the right people in a timely manner. In this article, we will discuss 10 best practices for creating and managing Salesforce.com case assignment rules.

1. Utilize the Assignment Rules Hierarchy

The Assignment Rules Hierarchy is a way to organize and prioritize the order in which Salesforce.com Case Assignment Rules are evaluated. This ensures that the most important rules are evaluated first, allowing for more efficient case assignment.

When creating an Assignment Rule, users can specify whether it should be evaluated before or after other rules. If multiple rules have the same priority, they will be evaluated in the order they were created. By utilizing the Assignment Rules Hierarchy, users can ensure that their most important rules are evaluated first.

Additionally, when using the Assignment Rules Hierarchy, users can create rules with different criteria and assign them different priorities. For example, if a user wants to assign cases based on product type first, then by region second, they can set up two separate rules with different priorities. This allows for more flexibility and control over how cases are assigned.

2. Use Roles and Profiles to Assign Cases

Roles and Profiles are a great way to assign Cases because they allow for granular control over who can access what. By assigning Roles and Profiles, you can ensure that only the right people have access to the right Cases. For example, if you want to make sure that only certain users can view or edit sensitive customer information, you can use Roles and Profiles to restrict access to those users.

Using Roles and Profiles also makes it easier to manage Case Assignment Rules. Instead of having to manually assign each Case to an individual user, you can set up Roles and Profiles so that all Cases assigned to a particular Role or Profile will automatically be routed to the appropriate user. This saves time and ensures that Cases are always assigned to the correct person.

Additionally, using Roles and Profiles allows you to easily add new users to your system without having to manually update Case Assignment Rules. When a new user is added to a Role or Profile, they will automatically be given access to any Cases associated with that Role or Profile. This eliminates the need to manually update Case Assignment Rules every time a new user is added.

3. Utilize Queues for Case Assignment

Queues are a great way to assign cases because they allow for multiple users to be assigned the same case. This is especially useful when dealing with high-volume customer service requests, as it allows for more efficient and effective management of those requests. Additionally, queues can be used to prioritize cases based on their urgency or importance, ensuring that the most important cases get addressed first.

To use queues for case assignment, you’ll need to create a queue in Salesforce.com and add members to it. You can then set up Case Assignment Rules to automatically assign cases to the queue. This ensures that all incoming cases are routed to the right people quickly and efficiently. It also makes it easier to track which cases have been assigned and who is responsible for them.

4. Leverage Apex Triggers for Complex Assignment Logic

Apex Triggers allow for more complex logic than the standard Case Assignment Rules, such as assigning cases to specific queues based on criteria like case type or customer location. This is especially useful when dealing with large numbers of cases and multiple assignment rules that need to be applied in a certain order. Apex Triggers also provide an easy way to customize the assignment process by allowing developers to write custom code to handle any special requirements. Additionally, Apex Triggers can be used to automate the assignment process, which eliminates manual intervention and ensures that cases are assigned quickly and accurately. Lastly, Apex Triggers can be used to integrate Salesforce.com Case Assignment Rules with other systems, such as ERP or CRM applications, making it easier to manage data across multiple platforms.

5. Create a Default Rule for Unassigned Cases

Creating a Default Rule for Unassigned Cases ensures that all cases are assigned to someone, even if they don’t meet the criteria of any other rule. This is important because it prevents cases from slipping through the cracks and being left unassigned.

To create a Default Rule for Unassigned Cases, go to Setup > Customize > Cases > Case Assignment Rules. Click “New” and enter a name for the rule. Set the order number to be higher than any other rules you have created. Then set the criteria so that it will always evaluate as true (e.g., “Case: Type equals Any”). Lastly, assign the case to an appropriate user or queue.

6. Automate Case Escalation with Workflow

Automating Case Escalation with Workflow allows for cases to be automatically escalated when they are not addressed within a certain time frame. This ensures that no case is left unresolved and customers receive timely responses.

Workflows can be set up in Salesforce.com to monitor the age of open cases, and if they exceed a specified amount of time, then an automated action will occur. This action could include sending an email notification to the assigned user or group, reassigning the case to another user or group, or creating a task for someone to follow up on the case. The workflow can also be configured to send out reminders at regular intervals until the case is resolved.

This automation helps ensure that all cases are handled promptly and efficiently, which leads to better customer service and satisfaction. Automating Case Escalation with Workflow also reduces manual effort and saves time by eliminating the need to manually check each case for resolution status.

7. Allow Users to Self-Assign Cases

Self-assignment allows users to take ownership of cases they are best suited to handle. This helps ensure that the right person is assigned to each case, which can help improve customer satisfaction and reduce resolution time. It also gives users more control over their workloads, allowing them to prioritize tasks based on their own expertise and availability.

To enable self-assignment, admins should create a rule with an assignment type of “User” and assign it to all users who need access to the case. The user will then be able to select themselves as the owner when creating or editing a case. Admins can also set up criteria for self-assignment, such as assigning cases only to users in certain roles or territories. This ensures that cases are routed to the most appropriate user while still giving users the freedom to choose.

8. Make Sure Your Rules are Well Documented

Documenting your rules helps ensure that everyone in the organization understands how cases are assigned and why. This is especially important when multiple users or teams are involved in case assignment, as it ensures that all parties understand their roles and responsibilities. Additionally, documenting your rules can help you identify any potential issues with the process before they become a problem.

When documenting your Salesforce.com Case Assignment Rules, make sure to include details such as who is responsible for assigning cases, what criteria should be used to assign cases, and which team members should be notified of new assignments. You should also document any changes made to the rules over time so that everyone is aware of the current version. Additionally, consider creating a flowchart or diagram to visually represent the process. This will make it easier for everyone to understand the rules and follow them correctly.

9. Monitor Performance of your Rules

Monitoring the performance of your rules is important because it allows you to identify any issues with the rule, such as incorrect criteria or an inefficient assignment process. This helps ensure that cases are being assigned correctly and efficiently, which can help improve customer satisfaction and reduce case resolution time.

To monitor the performance of your rules, Salesforce provides a number of tools. The Case Assignment Rules report shows how many cases were assigned by each rule over a given period of time. You can also use the Rule Performance dashboard to view the average time taken for each rule to assign a case. Additionally, the Assignment Debug Logs provide detailed information about the assignment process, including the criteria used to assign the case and the user who was assigned the case. By using these tools, you can quickly identify any issues with your rules and take corrective action if necessary.

10. Test, Test, Test!

Testing is important because it allows you to ensure that the rules are working as expected and that they are assigning cases correctly. It also helps identify any potential issues or conflicts with other rules, which can be addressed before they become a problem.

Testing should include creating test cases and running them through the assignment rules to make sure they are being assigned properly. This can be done manually by creating test cases in Salesforce and then running them through the assignment rules, or it can be automated using an automation tool such as Selenium. Automated testing is especially useful for larger organizations with complex assignment rules.

It’s also important to periodically review the assignment rules to make sure they are still valid and up-to-date. This includes checking for any changes in business requirements or processes that may require updating the rules. Additionally, if there have been any changes to the data model, such as adding new fields or objects, these should be tested to make sure the assignment rules are still functioning correctly.

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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
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Create a Catalog Fulfillment
Create a Data Category Group
Create a Catalog Category
Create a Catalog Item
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Determining Your Setup Pathway
Configuration I: Create and Assign the Admin User Role
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Service Catalog Site Licensing
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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 for Amazon Connect
Customize Call Journeys with Amazon Connect Flows
Configure Single Sign-On with Amazon Connect
Configure Single Sign-On with Your Own Identity Provider
Additional AWS Services Add-on License
Increase Amazon Service Quotas
Reach Your Customers Using High-Volume Outbound Calls
Disaster Recovery for Service Cloud Voice
Configure Single Sign-On
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
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
Show All Offline Agents in Omni Supervisor
Add Omni Supervisor to a Lightning App
Add Omni Supervisor to the Classic Console
Presence Status Settings
Give Users Access to Presence Statuses with Permission Sets
Give Users Access to Presence Statuses with Profiles
Presence Configuration Settings
Set Up Agents’ Capacities
Create Service Resources for Agents
Create Queues
Routing Configuration Settings
Omni-Channel Routing Model Options
Associate Routing Configurations and Agents with Queues
Create a Custom Report Type for Queue Members
Report on Queue Membership
Create Custom Report Types for Omni-Channel
Access Omni-Channel Setup Home
Compare Live Agent and Omni-Channel Routing for Chats
Test Your Omni-Channel Implementation
Agents Tab Fields
How After Conversation Work Affects Agent Capacity
Queues Backlog Tab Fields
Assigned Work Tab Fields
Skills Backlog Tab Fields
Wallboard Tab Fields
Sort and Filter in Omni Supervisor
Change Queues and Skills Assigned to Agents
Support and Train Your Agents
Transfer a Work Item to a Different Skill Set
Use the Omni-Channel Component to Work with Customers
Get Help from a Supervisor
Assignment Rules
View and Edit Assignment Rules
Differences Between Auto-Response Rules and Workflow Email Alerts
Escalation Rule Entries
Escalation Actions
When do rules execute?
Limits for Assignment, Auto-Response, and Escalation Rules
Einstein Case Routing
How It Works
Enable Article Recommendations
Select Fields
Build and Activate Your Model
Give Agents Access
Add the Knowledge Component
Use Article Recommendations in the Console
Add Article Recommendations to a Flow
Sample Flow to Send Recommended Articles in an Auto-Response Email
Understand Model Quality
Can My Bots Sound like My Company?
What Help Do I Need to Get Botting?
Engaged Sessions, Bot Billing, and Bot Performance
Einstein Bots Requirements
Einstein Bots System Limitations
Bot Data Reference Guide
Understanding Bot Permissions
Learn About Einstein Bots Compliance
Reduce Bias in Einstein Bots
Plan Your Einstein Bot
Enable Einstein Bots in a Scratch Org
Create a New Intro Template Bot
Learn About the Template Bot: Welcome Dialogs
Learn About the Template Bot: Connect with Sales
Learn About the Template Bot: Report an Issue
Learn About the Template Bot: Check Issue Status
Learn About the Template Bot: Check Order Status
Learn About the Template Bot: Gather Info from User
Learn About the Template Bot: Supporting Dialogs
Create a Bot from Your Data (Beta)
Explore Einstein Bot System Templates
Create an Einstein Bot from Scratch
Clone a Bot
Use Change Sets to Migrate Bots Between Orgs
Article Answers Troubleshooting Tips
Create a Template from an Einstein Bot
Package an Einstein Bot Template
Import an Einstein Bot Block
Create a Block from a Dialog Group
Package an Einstein Bot Block
Explore the Einstein Bot Block Library
What Makes Bots Tick?
Maintain Chatbot Conversation Quality
View and Edit Your Bot’s Name and Description
Add a Bot Profile
Log Conversations in Bot Event Logs
Set or Update a Bot Primary Language
Add or Remove a Secondary Bot Language
Manage Secondary Language Translations
Set a Bot Conversation Language
Connect a Standard Bot to Channels
Create an Enhanced Bot from Scratch or from a Template
About Cloning a Standard Bot as an Enhanced Bot
Clone an Enhanced Bot
Route Conversations to an Enhanced Bot
Specify a Default Outbound Omni-Channel Flow
Transfer Conversations with the Set Routing Type Dialog Step
Use Pre-Chat with an Enhanced Bot
Share an External App with an Enhanced Bot (Beta)
Display an Enhanced Link in an Enhanced Bot
Send a File with Static Content from an Enhanced Bot
File with Dynamic Content: Example Apex Class
Receive a File with an Enhanced Bot
Question with Dynamic Options: Example Apex Class
Question with Dynamic Options: Example Flow
Ask a Question with Static Options with an Enhanced Bot
Schedule an Appointment with an Enhanced Bot
Conversation Design
Error Handling
Send a Secure Form from an Enhanced Bot (Beta)
Authenticate a Customer with an Enhanced Bot (Beta)
Request a Payment with an Enhanced Bot (Beta)
Considerations for Enhanced Bots
Add a Dialog
Set Up a Dialog Message Step
Set Up a Dialog Question Step with Static Choice Responses
Set Up a Dialog Question Step with Dynamic Choice Responses
Set Up a Dialog Question Step with Text Responses
Introduce Object Search in a Dialog (Beta)
Add an External Service Action
Add a Standard Action
Set Up a Dialog Rule Step
Clone a Dialog or Dialog Step
Work with Dialog Groups
Setting System Bot Dialogs
Use Map View to Visualize Your Bot
Navigate Bot Conversations
Add a Bot Response Delay
Add a Custom Entity
Add a Value List Entity
Add a Custom Variable
Create Custom Context Variables
Transfer Bot Conversations to a Queue
Transfer Bot Conversations to Another Bot
Use Skills-Based Routing to Transfer Bot Conversations
Use Exact Matching for Intents
Turn on the Cross-Lingual Intent Model
Import Intent Data to a Bot
Import Intent Data to an Einstein Intent Set
Export Intent Data for Einstein Bots
Update an Active Einstein Bot
Source New Utterances with Intent Sets
Manage Intent Data in Einstein Intent Sets
Use Input Recommender to Generate Utterances (Beta)
Write Utterances for Einstein Bots
Improve Intent Matching Quality with Bot Training
Share Your Intent Model Externally (Beta)
Delete a Dialog with Intent Enabled
Evaluate How Well Your Bots Understand Your Customers
Add a Bot Options Menu to the Chat Window
Preview Your Bot
Manage Goals
Navigate Einstein Bot Standard Reports
View Bot Performance with CRM Analytics
Troubleshoot Your Bot
Improve Your Bot
Enable Classification Apps
Choosing Fields
Build Your Model
Automation Key Concepts
Configure Prediction Automation
Case Routing
Add Case Classification to a Flow
Save the Einstein Case Recommendations in Your Flow
Add Classification to the Service Console
Activate Your Model
Use Classification Apps in the Console
Update Your Model
Enable Einstein Conversation Mining
Build an Einstein Conversation Mining Report
Create a Dialog from an Einstein Conversation Mining Report
Add to a Dialog from an Einstein Conversation Mining Report
Create an Intent from an Einstein Conversation Mining Report
Add Excerpts to an Intent from an Einstein Conversation Mining Report
Move Excerpts Within an Einstein Conversation Mining Report
Guidelines and Limits for Einstein Conversation Mining Data
Turn On Service AI Grounding
Ground with Knowledge
Ground with Cases
Knowledge Fields for Einstein Knowledge Creation
How To Use Einstein Knowledge Creation Responses Across Article Types
Einstein Knowledge Creation Response Glossary
Turn On Einstein Knowledge Creation
Map Einstein Knowledge Creation Responses to Knowledge Fields
Give Agents Access to Einstein Knowledge Creation
Draft and Save Knowledge Articles with Generative AI
Enable Einstein Service Replies
Service Replies for Chat in the Console
Service Replies for Chat Credit Usage and Tracking
Enable Service Replies for Email
Allow Public Article Sharing
Service Replies for Email in the Console
Service Replies for Email Credit Usage and Tracking
Reply Recommendations Key Concepts
Build Your Recommendation Model
Publish Replies
Multi-Language Support
Use Recommendations
Track Your Einstein Reply Recommendation's Performance
Maintain Your Replies
Enable Work Summaries
Create a Quick Action to Store the Generated Messaging Session...
Add the Wrap Up Component to the Messaging Session Record Page
Map Outputs to Messaging Session Summary Fields
Activate Work Summaries for Enhanced Messaging Sessions
Create a Quick Action to Store the Generated Voice Call Summaries
Add the Wrap Up Component to the Voice Call Record Page
Map Outputs to Voice Call Summary Fields
Activate Work Summaries for Voice Calls
Add the Wrap Up Component to the Chat Transcript Page
Map Outputs to Summary Fields
Show Agents and Supervisors Midconversation Summaries
Give Agents Access to Work Summaries
Einstein Copilot (Beta)
Messaging and Chat, and Voice
Mid Conversation
Work Summaries Credit Usage and Tracking
Service Intelligence Data Refresh
Service Intelligence Assets
Create a Data Cloud Salesforce CRM Connection
Enable Service Cloud Features
Update the Data Cloud Salesforce Connector Permission Set
Install the Service Data Kit for Service Intelligence
Enable CRM Analytics for Service Intelligence
Install Service Intelligence
Monitor, Update, and Delete Service Intelligence Apps
Enable the Propensity to Escalate Insight Component
Use the Propensity to Escalate Insight Component
Use the Customer Effort Score Insight Component
Service Intelligence Cases Dashboard
Service Intelligence Omni-Channel Dashboard
Service Intelligence Einstein Conversation Mining Dashboard
My Performance Dashboard For Agents
Service Intelligence Knowledge Articles Dashboards
Explore Service Intelligence Data in Tableau
Omni Supervisor
Create Operating Hours with Time Slots
Create a Service Territory
Create a Job Profile
Create and Assign Skills
Create a Scheduling Rule
Create a Scheduling Constraint
Create a Scheduling Objective
Build Repeating Shift Patterns
Create Shift Templates
Create Shift Patterns
Create Shifts from a Capacity Plan
Non-Standard Shifts
Create a Shift Segment Type
Update a Shift Segment
Mass Shift Update
Batch Assign
Get Candidates
Troubleshooting Shift Scheduling
Managing and Viewing Shift Schedules
Preparing to Use Service Resource Preferences
Set a Work Preference
Preparing for Time Sheets and Resource Absences
Approve Time Sheets and Time-Off Requests
Submit Your Time Sheet
Submit Time Off with Resource Absences
Enable Workforce Engagement and Feature Preferences
Update Your Analytics App
Data in an Omni-Channel Queue-Based Workflow
Data in a Non-Omni Workflow
User Permission Sets
Add a Related List to an Object
Create Omni-Channel Queues
Workload History and Intelligent Forecast Glossary
Adjust Your Workload History Data
Export a Workload History
Adjust Your Intelligent Forecast Data
Export an Intelligent Forecast
Map Job Profiles to Queues
Capacity Plan Glossary
Create a Capacity Plan
Set Average Handle Times
Optimized vs. Baseline Capacity Plan
Export Your Capacity Plan
Real-Time Adherence
Email Notifications for Intraday Management
Enable Intraday Management and Real-Time Adherence
Filter the Intraday Management Dashboard
View Historical Adherence Metrics
Scheduling Agents for Shifts
Allow Agents to See Their Service Resource Profile with an Apex...
Allow Agents to See Their Assigned Shifts with an Apex Trigger
View Your Schedule on Agent Home
Configure an Enablement Site (myTrailhead) to Work with Agent...
Configure the Omni-Channel Widget to Work with Agent Engagement
Create a Learning Manager User Profile for Workforce Engagement
Create an Agent Engagement Learner User Profile
Map Skills to Learning Content for Agent Engagement
Assign Learning to Agents with Agent Engagement
Earn Skills as a Workforce Engagement Agent
Service Resource Preferences
Time Sheets and Time-Off Requests
Case Escalation Rule Queue
Entitlement Process Queue
Article Process Actions
Use Custom Report Types
Support Reporting Tips
Send Surveys with Feedback Management
Deliver Field Service
Access Messaging and Voice Conversation Data
Conversation Transcript Export
Block Sensitive Data in Messaging Sessions
Set Up Omni-Channel Routing for Chats
Add Chat to the Console
Feature Gaps and Expected Behavior
Service Cloud Chat Cookies
Embedded Chat and Einstein Bots
Enable Chat
Permissions for Support Agents
Permissions for Support Supervisors
Create Configurations
Create Deployments
Chat Routing Options
Chat Queuing Options
Customize Your Branding
Pre-Chat Forms and Post-Chat Pages
Set Visibility for the Supervisor Tab Through Profiles
Set Visibility for the Sessions Tab through Permission Sets
Set Visibility for the Sessions Tab through Profiles
Set Up Chat Answers from Knowledge Articles
Add the Supervisor Panel
Add a Lookup Component
Manage Chat Capacity with Omni-Channel
Create Automated Chat Invitations
Add Terms and Conditions Acceptance to your Pre-Chat Form
Block Sensitive Data in Chats
Let Your Agents Block Visitors
Create an IP Blocking Rule
Supported Browsers for Notifications
Deployment Settings
Chat Button Settings
Automated Invitation Settings
Report on Chat Sessions
Assign Skills to Agents
Chat Statuses
Chat with Customers
Access Customer Details During a Chat
Send Quick Text Messages in Chats
Transfer Files During a Chat
Attach Articles to Chats
Attach Records to Chat Transcripts
Block Unwanted Chat Customers
End a Chat Session
Transfer Chats
Send a Chat Conferencing Request
Session Records
Visitor Records
Transcript Fields
Transcript Events
Create a Deployment
Specify Chat Settings
Customize the Embedded Pre-Chat Form
Customize the Embedded Chat Offline Form
Customize Post-Chat Surveys
Customize Embedded Chat Labels
Translate Your Chat Window
Use Custom Components With Your Chat Window
Customize Chat Window Branding for a Experience Site
Customizable Parameters
Add Your Website to the CORS Allowlist
Code Settings to an Experience Site
Set Up Appointment Management
Embedded Flows
Experience Site Static Resources
Test Your Embedded Chat Window
Embedded Service Cookies
Einstein Bots Chat
Salesforce Open CTI
Salesforce Call Center
Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow
Definition Files
Required Elements and Attributes
Specify Values for Elements
Sample Definition File
Import a Definition File
View and Edit
Customize a Directory
Add a Directory Number
Design a Layout
Assign a Layout
Remove a User
What’s a Softphone?
Create Call Logs in the Softphone
Put a Caller on Hold Using the Softphone
Transfer a Call Using the Softphone
Make a Conference Call Using the Softphone
Wrap Up a Call Using the Softphone
Make a Call by Dialing a Number Manually
Make a Call Using the Call Center Directory
Make a Call Using Click-to-Dial
Log In to the Softphone
Change Your Call Center State
Edit Your Personal Softphone Settings
Use the Call Center Directory
Get Started
Enable Social Customer Service
Add Social Accounts to Social Customer Service
Configure Inbound Social Posts
Assign Social Customer Service Agents
Set Feed Tracking
Social Customer Service Setup Options
How to Reconnect a Social Account
Tour the Social Conversations Component
Configure the Social Conversations Component
Enable Social Post Approvals
Enable Moderation for Social Customer Service
Enable Service Post Reply Without a Case
Create the Social Action Interface
Format Case Content from Social Posts
Default Apex Class Process
Default Apex Class Reference
Apex Tests for the Default Apex Class
Data Populated into Social Objects for Social Customer Service
Default Apex Class History
Social Action Tips
Manage Social Posts
Manage Social Personas
Self-Service Portal
Ideas Sites
PDF Resources

You can assign cases to users or queues in various ways.

Required Editions and User Permissions

In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, web- and email-generated cases are automatically assigned to users or queues based on criteria in your active case assignment rule.

Cases that do not match the assignment rule criteria are automatically assigned to the Default Case Owner specified in the Support Settings.

In Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, when creating or editing a case, you can check a box to assign the case automatically using your active case assignment rule. An email is automatically sent to the new owner if your administrator specified an email template in the matching rule entry. If you want this checkbox to be selected by default, your administrator can modify the appropriate page layout. If necessary, your administrator can edit the page layout to hide the assignment checkbox but still force case assignment rules.

From any case list page, an administrator, or a user with the Manage Cases permission, can manually assign one or more cases to a single user or queue. In addition, when a case is related to an account, the administrator or user must have Read and Assign permissions on the account.

To take ownership of cases in a queue, go to the queue list view, check the box next to one or more cases, and click Accept .

To transfer a single case you own or have read/write privileges to, click Change next to the Case Owner field on the case detail page, and specify a user, partner user, or queue. Make sure that the new owner has the “Read” permission on cases. The Change link displays only on the detail page, not the edit page.

In Group, Professional, Enterprise, Unlimited, Performance, and Developer Edition organizations, check the Send Notification Email box to automatically send an email to the new case owner.

When you create a case from the Cases tab, you are automatically listed as the case owner, unless the assignment rule checkbox is displayed and you select it to enable the assignment rule. If it’s selected by default, you can override the assignment rule and assign yourself as the owner by deselecting the checkbox.

You can assign users with a Partner Community license to a case queue.

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Case Assignment Rules: Understanding Legal Procedures

Mastering case assignment rules: a comprehensive guide.

Case assignment rules are an essential aspect of the legal system, governing how cases are assigned to judges and courts. Understanding these rules is crucial for legal professionals and anyone involved in the legal process. In this article, we will explore the intricacies of case assignment rules, including their importance, implementation, and impact on the legal system.

Importance of Case Assignment Rules

Case assignment rules play a vital role in ensuring fair and efficient allocation of cases within the legal system. By establishing clear guidelines for assigning cases to judges and courts, these rules help prevent biases or favoritism and promote transparency and accountability. Additionally, well-defined case assignment rules contribute to the smooth functioning of the legal process, reducing delays and backlog of cases.

Implementation of Case Assignment Rules

The Implementation of Case Assignment Rules varies across different jurisdictions legal systems. In some jurisdictions, cases are assigned through a random selection process, while others may use a rotational system or specific criteria such as case complexity or judge specialization. It is essential for legal professionals to be familiar with the specific case assignment rules applicable to their jurisdiction to navigate the legal process effectively.

Impact of Case Assignment Rules

Research and statistics have shown that well-designed case assignment rules can significantly impact the outcomes of legal proceedings. A study conducted by the American Bar Association found that jurisdictions with clear and consistent case assignment rules exhibited lower rates of case appeals and higher levels of public trust in the legal system. Moreover, efficient case assignment rules have been linked to reduced case processing times and improved judicial efficiency.

Case Assignment Rules in Practice

Let`s take a look at a real-world example to illustrate the practical application of case assignment rules. In the state of California, the Superior Court uses a case management system that incorporates a computerized random assignment process for civil cases. This system ensures that cases are allocated to judges in a fair and impartial manner, enhancing public confidence in the judicial system.

Mastering case assignment rules is crucial for legal professionals seeking to navigate the legal landscape with confidence and proficiency. By understanding importance, implementation, Impact of Case Assignment Rules, legal professionals can contribute fair efficient legal system upholds principles justice equality.

Professional Legal Contract: Case Assignment Rules

This agreement is made and entered into as of [Date], by and between the parties involved in the assignment and allocation of cases, hereinafter referred to as “Parties”.

In witness whereof, the parties have executed this agreement as of the date first above written.

Unlocking the Mysteries of Case Assignment Rules:

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

Mastering Case Assignment Rules in Salesforce – A Step-by-Step Guide for Effective Case Management

Introduction.

Effective case management is crucial for organizations that use Salesforce as their customer service platform. Salesforce offers a powerful feature called case assignment rules, which automate the process of assigning cases to the right teams or individuals. In this blog post, we’ll explore the ins and outs of case assignment rules in Salesforce and learn how they can streamline your case management workflow.

Understanding Case Assignment Rules

Case assignment rules in Salesforce are a set of criteria that determine how cases are assigned to users or queues. These rules ensure that cases are routed to the appropriate team or individual based on specific characteristics or attributes of the case. For example, you can define rules to assign high-priority cases to a specialized support team or route cases from a specific region to a regional support manager.

When a new case is created or edited, Salesforce evaluates the case assignment rules to determine the most suitable owner for the case. The rules are processed in a specified order, and the first one that matches the case criteria is applied to assign the case. It’s important to understand how these rules work and how to configure them to meet your organization’s unique requirements.

Configuring Case Assignment Rules

To access the Case Assignment Rules setup in Salesforce, go to Setup and search for “Case Assignment Rules” in the Quick Find box. This will take you to the Case Assignment Rules page, where you can create and manage your rules.

When creating or editing a case assignment rule, there are three key components to consider: rule entry criteria, assignment actions, and rule order.

The rule entry criteria define the conditions that a case must meet in order for the rule to be applied. You can specify criteria based on various attributes such as case origin, case type, case priority, or any custom fields you have added to your cases.

The assignment actions determine how the case will be assigned when the rule is applied. You can choose to assign the case to a specific user or queue, or even assign it to the case’s parent account or contact. Additionally, you can configure email notifications or escalation actions for certain cases.

It’s worth noting that you can have multiple assignment rules to handle different case scenarios. Salesforce allows you to specify the order in which these rules are evaluated. This allows for greater flexibility and ensures that cases are assigned correctly even in complex scenarios where multiple rules may apply to the same case.

In complex case assignment scenarios, you may need to use formula-based rule criteria. Formulas allow you to define more advanced conditions based on multiple attributes or calculations. This can be particularly useful when you have intricate routing requirements or need to assign cases based on a combination of factors.

Additionally, you can incorporate custom fields and objects in your case assignment rules. This means you can leverage any customizations or extensions you have made to Salesforce to tailor the assignment process to your organization’s specific needs. For example, if you have custom fields that capture region information, you can create rules to assign cases based on the region field.

Testing and Validating Case Assignment Rules

Before deploying your case assignment rules in a live environment, it’s crucial to thoroughly test and validate them. Salesforce provides several tools and best practices to help you in this process.

One effective method is to use sample test cases that cover various scenarios. Create cases that match the criteria defined in your rules and ensure that they are assigned correctly. This allows you to validate the accuracy of your rules and make any necessary adjustments.

After executing your test cases, analyze the assignment results and fine-tune your rules as needed. Keep an eye out for any unexpected or incorrect assignments and investigate the underlying rules and criteria that may have caused them. By continually monitoring and refining your rules, you can ensure the highest level of accuracy and efficiency in case assignment.

In addition to initial testing, ongoing monitoring of case assignments is vital to identify any issues that may arise. Salesforce provides reports and dashboards to help you track case assignment metrics and gain insights into potential performance bottlenecks or areas for improvement.

Optimizing Case Assignment for Efficiency

To further optimize your case assignment process, consider implementing the following best practices:

Assigning cases to queues instead of individual users: Queues allow for better load balancing and easier management of cases. Instead of assigning cases directly to individual users, create queues for different teams or roles and assign cases to these queues. This ensures that cases are distributed evenly and can be easily re-assigned if needed.

Leveraging assignment rules with round-robin or load balancing logic: If you have multiple users or teams within a queue, you can configure your assignment rules to distribute cases in a round-robin or load-balanced manner. This ensures that each user or team gets an equal share of cases and prevents any one individual from being overwhelmed with assignments.

Incorporating automated case escalation and reassignment: For certain types of cases or situations, it may be necessary to automatically escalate or reassign cases if they are not resolved within a specified timeframe. Salesforce provides workflow rules and escalation rules that can be used in conjunction with case assignment rules to automate these processes. This helps ensure that cases are promptly addressed and prevents any potential bottlenecks or delays.

Troubleshooting Common Case Assignment Issues

While case assignment rules are designed to streamline your case management workflow, there may be instances where issues arise. Here are some common problems that you may encounter and how to address them:

Identifying and resolving common assignment rule errors: Sometimes, case assignment rules may not function as expected due to incorrect configuration or conflicting criteria. It’s important to review your rule definitions and criteria to identify any potential errors and make the necessary corrections. Additionally, Salesforce provides detailed error messages and logs to help diagnose any issues that arise.

Handling conflicts and overlapping assignment criteria: In complex case assignment scenarios, it’s possible for multiple rules or criteria to match a single case. Salesforce has a built-in rule order feature that allows you to specify the evaluation order of your rules. By carefully organizing and prioritizing your rules, you can avoid conflicts and ensure that cases are assigned according to your desired logic.

Addressing performance concerns and bottlenecks: As your organization’s case volume grows, it’s essential to monitor the performance of your case assignment process. If you notice any bottlenecks or delays in case assignment, evaluate the efficiency of your rules and consider optimizing them. This may involve refining your rule criteria, reordering rules, or implementing performance enhancements such as custom indexing or caching.

Mastering case assignment rules in Salesforce is key to efficient and effective case management. By understanding the fundamentals of case assignment rules, configuring them correctly, testing and validating them thoroughly, and continuously optimizing their performance, you can streamline your case management workflow and provide exceptional customer service. Remember to regularly monitor and fine-tune your rules to ensure they align with your organization’s evolving needs. With the right approach and utilization of case assignment rules, you can enhance your customer support processes and deliver timely resolutions to your customers’ cases.

Mastering Salesforce Assignment Rules – Simplifying Lead and Case Distribution
Demystifying Assignment Rules in Salesforce – A Comprehensive Guide for Sales Success
How to Set Up and Optimize Salesforce Assignment Rules for Enhanced Sales Team Efficiency
The Ultimate Guide to Lead Assignment in Salesforce – Mastering Round Robin Distribution

Learning Objectives

Accessibility, case management tools in salesforce, plan for case automation, share case lists or workloads with queues, add automatic case assignment with rules, add automatic case escalation with rules, add automatic responses to customers with rules, more case management tools in salesforce.

Challenge +500 points

Automate Case Management

Route case ownership with queues.
Assign cases automatically.
Escalate cases when necessary.
Respond to customers automatically.

This unit requires some additional instructions for screen reader users. To access a detailed screen reader version of this unit, click the link below:

Open Trailhead screen reader instructions .

Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little automation.

Maria checks out a few of the main case automation tools. She notices automatically is the key word.

Graphic of a robot automating case processes.

Based on what the tools can do, Maria jots down some questions to ask Ursa Major Solar’s service team. The answers determine which tools Maria uses to automate case management.

Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases. These cases are from customers who pay extra for the best service. To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. Here’s how she does it.

Click the setup gear icon and select Service Setup .
From Service Setup, enter Queues in the Quick Find box, then select Queues .
Click New .
Type a Label and Name for the queue, such as Platinum Support .
If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank. Otherwise, type an email address to notify a person or persons with the email address when each new case arrives.

A screenshot of the Queues page in Service Setup.

Add members, including yourself, to the queue and save your changes. Now that the queue is created, let’s check it out as if we were support agents. We can get there with a few clicks.
Click the Cases tab.

A screenshot of the Cases tab with Platinum Support selected from the view dropdown.

While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. This is what she does.

From Service Setup, enter Case Assignment Rules in the Quick Find box, then select Case Assignment Rules .
Type Solar Panel Installation and save your changes.

A screenshot of the Case Assignment Rules page in Service Setup.

In Sort Order , type 1 so that the entry we add is processed first. Typically, you’d create one assignment rule with many different entries, which are processed in chronological order. When a case matches an entry, it’s assigned without proceeding to other entries.
For entry criteria, select Case: Case Reason equals Installation . One of the many useful things about case assignment rules is that you can determine how cases are assigned based on fields from records other than cases. For example, you can choose case assignment based on fields from accounts, contacts, assets, or users.
Add yourself as the User assigned to the rule entry. We assume you’re a support agent who’s an expert at solar panel installation.

A screenshot of the Case Assignment Rules page with a user and email template selected.

Save your changes.
Click Edit to mark the rule as Active, then save your changes. When you activate an assignment rule, it disables any other assignment rules in your organization, so make sure that your active rule includes all of the assignment entries that your support team needs.

Now any cases about installation issues are automatically assigned.

When planning case management with the service team, Maria learns that certain cases must escalate to the right person within 5 hours. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically trigger an action on a case. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24 hours a day, 7 days a week. She can change Business Hours later from Company Settings in Service Setup. Here’s how Maria sets the rule.

From Service Setup, enter Escalation Rules in the Quick Find box, then select Escalation Rules .
Type Gold Support , then Click Active and save your changes. Activating a rule deactivates any existing active rules.

A screenshot of the Escalation Rules page in Service Setup.

In Sort Order , type 1 so that the entry we add is processed first. In the real world, you’d create one escalation rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
For entry criteria, select Case: Status equals New . Similar to other rules, you can determine automatic case escalation based on fields from records other than cases.
Set business hours to your organization’s default 24/7 support.
Set that escalation times are based on when cases are created.
Save your changes, then New to add an escalation action.

A screenshot of the Escalation Rules page with an escalation action set for five hours.

Auto-assign cases to you, and from Notification Template , click the lookup icon to pick any template. At a real company, you’d assign cases to a support manager or team.
Select yourself as the user to notify, and from Notification Template , click the lookup icon to add a template to see how this works.

Now any cases that haven’t been closed in 5 hours are assigned to the right person.

Note : To keep the Assign using active assignment rule box checked by default on cases, update the Layout Properties on case page layouts.

From Maria’s case automation planning, she knows the service team wants customers to receive a confirmation when their case is received. With auto-response rules, she can make sure each Ursa Major Solar’s customer knows that their voice is heard. She sets up response rules so that customers are automatically sent a personalized email when they ask for help. Here’s how she does it.

From Service Setup, enter Case Auto-Response Rules in the Quick Find box, then select Case Auto-Response Rules .
Type Welcome to Support , then Click Active and save your changes. Activating a rule deactivates any existing active rules.

A screenshot of the Case Auto-Response Rules page in Service Setup.

In Sort Order , type 1 so that the entry we add is processed first. In the real world, you’d create one response rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
For entry criteria, select Case: Case Origin equals email . Similar to escalation rules, you can determine the automatic response to send to a customer based on fields from records other than cases.
Add a name and email address to include in the From line of the email template to send to customers.

A screenshot of the Case Auto-Response Rules page with field criteria and email templates selected.

Save your changes and you’re done!

With basic case automation complete, the service team at Ursa Major Solar is looking forward to easier, faster service. But Sita and Roberto want to make the most of their Service Cloud investment. They wonder what other case management tools the team can use in the future.

Maria looks into more case management options. She jots down these discoveries to share.

Sita and Roberto want to explore some of these tools when they return to the case management stage of their service journey. But for now, they’d like to jump ahead to the basics of digital engagement.

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United States District Court

Northern district of iowa, honorable c.j. williams, chief judge | paul de young, clerk of court, search form, you are here, how are federal judges assigned to cases.

The basic considerations in making assignments are to assure equitable distribution of caseload and avoid judge shopping. By statute, the chief judge of each district court has the responsibility to enforce the court's rules and orders on case assignments. Each court has a written plan or system for assigning cases. The majority of courts use some variation of a random drawing. One simple method is to rotate the names of available judges. At times, judges having special expertise can be assigned cases by type, such as complex criminal cases, asbestos-related cases, or prisoner cases. The benefit of this system is that it takes advantage of the expertise developed by judges in certain areas. Sometimes cases may be assigned based on geographical considerations. For example, in a large geographical area it may be best to assign a case to a judge located at the site where the case was filed. Courts also have a system to check if there is any conflict that would make it improper for a judge to preside over a particular case.

Case Assignment Rule in Salesforce

In this Salesforce tutorial, we will learn the case assignment rule in salesforce . In addition to this, we will also see step-by-step how to create case assignment rules in salesforce Lightning and Salesforce Classic.

While working in an organization that uses salesforce, I got a requirement where I need to assign cases to a specific team and team member. So, to fulfill this requirement, we create a salesforce case assignment rule.

If you want to learn How to create case assignment rules in Salesforce Lightning and Salesforce Classic , you have come to the right place.

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

Case assignment rule in Salesforce
Component of case assignment rule in Salesforce
Fields used in case assignment rule in Salesforce
How to create case assignment rule in Salesforce Lightning
How to create case assignment rule in Salesforce Classic

Table of Contents

Case assignment in Salesforce is the process of allocating a case to a certain team or teammate within an organization. A case assignment can be assigned in a variety of ways, either manually or in accordance with assignment criteria.

But, in this article, we will only focus on the case assignment rule in salesforce. So, a case assignment rule in salesforce is a process that automatically assigns cases to the appropriate team or teammate based on specific criteria.

This help in handling the case management procedure, speeding up responses, and boosting customer satisfaction. Also, it aids in enhancing both general effectiveness and customer service.

With this, we got an overview of the case assignment rule in salesforce. Now, we will move forward and understand its main components.

In Salesforce, the case assignment rule revolved around two main components such as case rule and case criteria.

Case Rule: A case rule defines one or more than one condition that must meet to be assigned to a specific user. We can add as many rule entries as we want to a single assignment rule.
Case Criteria: Case criteria are the conditions that are based on different factors such as case origin, status, type, etc.

In conclusion, the case assignment rule matches the case criteria first and then the case rule assigns the case to the appropriate user or queue.

With this, we got an overview of how the case assignment rule works in salesforce. Now, we will move ahead and try to understand the common fields used in the case assignment rule.

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

Order: This field is used to specify the order of the case entries in which we want to execute the case rule.
Criteria: This field is used to specify the case condition that must meet with the case to whom it is assigned.
User: This field specifies the salesforce user or team to whom the case is assigned.
Email Template: This field is used to specify the email template that we want to use to send emails.
Predefine case team: This field defines predefined case teams to add to the case.
Replace existing predefine case team: This field replaces the existing predefined case team with a specified case team if the case condition meets.

With this, we have learned some common fields used in the salesforce case assignment rule. Now, we will move further and learn how to create case assignment rules in Salesforce Lightning .

Read: How to remove new event button from case object in salesforce

Here are the steps to create a case assignment rule in Salesforce Lightning:

Step 1: Log in to your Salesforce account and go to Setup .

Step 2: In the Quick Find box, type Assignment Rules , then select Case Assignment Rules located under Services.

How to create case assignment rule in Salesforce Lightning

Step 3: Click New to create a new case assignment rule.

How to create case assignment rule in Salesforce Lightning Example

Step 4: Enter a Rule Name for the case rule. Here, I create the Rule “High Priority Case” .

Step 5: Activate the rule by clicking the Activate button. Activating this rule will deactivate the current case assignment rule automatically as at one time only one rule is activated.

Step 6: Click Save to save the rule.

create case assignment rule in Salesforce Lightning

Step 7: Select the Rule Name and open it to add case assignment rules.

Step 8: Click New to create multiple rule entries under this rule.

Step 9: Set the Rule Order in which these rule entries will process.

Step 10: Define the criteria that will trigger the rule. This can include fields like case origin, cause status, and cause type. Here, I set the criteria for “Case Priority equal to High” .

Step 11: Specify the user or queue to whom we assign the case when a case meets the criteria. Here, I assign it to the “ User “.

Step 12: Optionally, we can also choose the email template for the case assignment rule.

Step 13: In addition to this, we can select predefined case teams and also replace existing predefined case teams.

Step 14: Click Save to save the case assignment rule.

Step 15: Test the rule by creating a test case that meets the criteria, and ensures that it is assigned correctly.

Note: Always check the checkbox “Assign using active assignment rule” to assign newly created case according to case assignment rule.

How to create case assignment rule using Salesforce Lightning

Once our case assignment rule is created and tested, Salesforce will automatically assign incoming cases based on the criteria we’ve defined.

create case assignment rule using Salesforce Lightning

With this, we learned to create the case assignment rule in Salesforce Lightning . Now, we will move and learn to create the case assignment rule in Salesforce Classic .

Read How to Enable Email to Case in Salesforce

Here are the steps to create a case assignment rule in Salesforce Classic:

Step 1: Log in to your Salesforce Classic account. Click on Avtar and then select Switch to Salesforce Classic .

How to create case assignment rule in Salesforce Classic

Step 2: Go to the Setup menu in Salesforce Classic and click on the Build section.

Step 3: Click on the Case object under the Customize section.

Step 4: Then, click on Case Assignment Rules .

create case assignment rule in Salesforce Classic

Step 5: Click New to create a new case assignment rule.

create case assignment rule in Salesforce Classic Example

Step 6: Enter a Rule Name . Here, I create a rule with the name Case Number Assignment .

Step 7: If we want to activate the rule click on the Activate button.

Step 8: Click Save to save the rule.

How to create case assignment rule using Salesforce Classic

Step 9: In order to add case assignment rules, select the Rule Name .

Step 10: Click New to create new rule entries.

How to create case assignment rule using Salesforce Classic Example

Step 11: Specify the Rule Order in which the rule should be evaluated if we have multiple rules.

Step 12: Define the criteria that the lead record must satisfy in order for the rule to be triggered. Any field on the lead record can be used to define your criteria. Here, I set criteria Case Number should be greater or equal to 00001001.

Step 13: Define the actions that should be taken when a case meets the rule criteria such as assigning the case to User, Queue, and Partner User. Here, I define an action that case should be assigned to Case Queue.

Step 14: As an additional option, we can select the email template to whom we want to assign the case assignment rule.

Step 15: We also have the option of choosing predefined case teams or changing the current predefined case teams on the case.

Step 16: To save the case assignment rule, click Save .

Step 17: By developing a test case that meets the requirement, we can confirm that our rule is functioning correctly.

create case assignment rule using Salesforce Classic

With this, we learned how to create the case assignment rule in Salesforce Classic.

You may also like to read the following Salesforce tutorials.

How to Delete a Case in Salesforce
How to Close a Case in Salesforce
How to Create a Case in Salesforce

In conclusion, Salesforce’s case assignment rules let us automatically allocate incoming cases to the right sales team members or queues based on predefined criteria.

Both Salesforce Classic and Salesforce Lightning provide a simple procedure to create a case assignment rule which will help our sales team work more effectively and efficiently.

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

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

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Optimizing Service Team Effectiveness With Intelligent Case Assignment Rules in Salesforce

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App: Q-assign for Service Industry: Applies to all industries

To transform your case management process in Salesforce by implementing Q-assign’s intelligent case assignment rules for improved effectiveness and customer service outcomes.

Pre-conditions:

Salesforce CRM operational with a focus on customer service.
Q-assign installed and configured within Salesforce.
Case assignment rules established based on agent expertise, case complexity, and priority.
Comprehensive training for service agents and managers on Q-assign functionalities.
Case Manager – Manages the assignment and delegation of cases among the Service Team.
Customer Service Agent – First point of contact for customers.
Tier-2 Support Agent – Specialized agent responsible for dealing with more complex cases.
Salesforce Administrator – Ensures the configuration and maintenance of Salesforce systems, including Q-assign.
Configuration of Case Assignment Rules : Set up and customize case assignment rules in Q-assign.
Case Receipt and Logging : Log and track customer cases in Salesforce.
AI-Driven Case Triage : Utilize Q-assign’s AI capabilities to categorize and prioritize cases.
Automated Case Assignment : Implement dynamic rules for distributing cases to appropriate agents.
Agent Response and Handling : Enable agents to efficiently manage cases, informed by AI-driven insights.
Performance Monitoring and Analysis : Use Salesforce reporting tools to track case management efficiency and agent performance.

Post-conditions:

Cases are intelligently assigned, ensuring quick and effective resolutions.
Agents are better equipped with relevant case information, improving service quality.
Enhanced data analytics for ongoing service optimization.

Exceptions:

Manual intervention for cases requiring special attention or falling outside standard parameters.
Alerts for system discrepancies or operational issues.

Metrics for Success:

Decreased average case resolution times.
Higher customer satisfaction ratings.
Improved agent efficiency and performance metrics.
Strategic Case Assignment: Boosts efficiency through intelligent case distribution.
Operational Excellence: Streamlines case management with automated assignments.
Insightful Data Utilization: Offers actionable insights for continuous service enhancement.

Optional Enhancements:

Automated Case Triage: Triage, categorize and prioritize cases as soon as they come into the business, prior to assignment
Advanced AI Integration : Incorporate deeper AI functionalities for predictive case management.
Multi-faceted Case Analysis : Expand case analysis criteria, including customer history and agent performance.
Automated Response Templates : Implement AI-driven response templates for common case scenarios.
Enhanced Reporting Tools : Upgrade reporting capabilities for more detailed performance analysis.

Conclusion:

Implementing Q-assign’s intelligent case assignment rules significantly elevates the efficiency and effectiveness of customer service teams. And by strategically utilizing AI Actions, Q-assign not only streamlines case management but also ensures a higher standard of customer service, reflecting a modern and responsive approach to customer needs.

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Conference Acts to Promote Random Case Assignment

Published on March 12, 2024

The Judicial Conference of the United States has strengthened the policy governing random case assignment, limiting the ability of litigants to effectively choose judges in certain cases by where they file a lawsuit.

The policy addresses all civil actions that seek to bar or mandate state or federal actions, “whether by declaratory judgment and/or any form of injunctive relief.” In such cases, judges would be assigned through a district-wide random selection process.

“Since 1995, the Judicial Conference has strongly supported the random assignment of cases and the notion that all district judges remain generalists,” said Judge Robert J. Conrad, Jr., secretary of the Conference. “The random case-assignment policy deters judge-shopping and the assignment of cases based on the perceived merits or abilities of a particular judge. It promotes the impartiality of proceedings and bolsters public confidence in the federal Judiciary.”

In most of the nation’s 94 federal district courts, local case assignment plans facilitate the random selection of judges. Some plans assign cases to a judge in the division of the court where the case is filed. In divisions where only a single judge sits, these rules have made it possible for a litigant to pre-select that judge by filing in that division.

In a November 2021 letter, Senator Thom Tillis (R-N.C.), and Patrick Leahy, a Vermont senator who since has retired, raised concerns about a concentration of patent cases filed in single-judge divisions.

Chief Justice John G. Roberts, Jr., referenced this letter in his 2021 Year-End Report on the Federal Judiciary , calling for a study of judicial assignment practices in patent cases.

“Senators from both sides of the aisle have expressed concern that case assignment procedures … might, in effect, enable the plaintiff to select a particular judge to hear a case,” Roberts said. During the patent-case study, the Court Administration and Case Management Committee (CACM) determined that similar issues might occur in bankruptcy and other types of civil litigation. Public debate grew when several highly controversial lawsuits, seeking nationwide injunctions against federal government policies, were filed in single-judge court divisions.

In submitting the proposed policy to the Judicial Conference, the CACM Committee said that some local case assignment plans risked creating an appearance of “judge shopping.” The committee also noted that the value of trying a civil case in the nearest court division becomes less important when the impact of a ruling might be felt statewide or even nationally.

The amended policy applies to cases involving state or federal laws, rules, regulations, policies, or executive branch orders. District courts may continue to assign cases to a single-judge division when they do not seek to bar or mandate state or federal actions, whether by declaratory judgment and/or any form of injunctive relief.

In addition to the Judiciary policy, the CACM committee will disseminate guidance to all district courts regarding civil case assignment.

The 26-member Judicial Conference is the policy-making body for the federal court system. By statute, the Chief Justice of the United States serves as its presiding officer and its members are the chief judges of the 13 courts of appeals, a district judge from each of the 12 geographic circuits, and the chief judge of the Court of International Trade.

The Conference convenes twice a year to consider administrative and policy issues affecting the court system.

Related Topics: Judicial Conference of the United States

Case assignment

In syntax, case assignment is used if case is assigned to an argument by a head , in particular a verb or a preposition , or by INFL (see structural case ).

Such a head is called a case-assigner. V and P assign case to their complement positions, in some languages subject to structural conditions, e.g. government and adjacency . INFL on the other hand assigns case to its specifier (the surface subject) under specifier-head agreement ; if INFL is +Tense, the subject is assigned Nominative Case (e.g. he ), if INFL is -Tense, it assigns Null Case (the unique property of PRO ).

More recently, all structural Case assignment is taken to be a matter of spec,head agreement in a different AGRP for each distinct argument (e.g. AGROP, AGRSP). In order to be assigned structural Case arguments move either overtly or covertly to an appropriate spec, AGRP position.

Utrecht Lexicon of Linguistics

Chomsky, Noam A. 1981. Lectures on Government and Binding. Dordrecht:Foris.
Chomsky, Noam A. 1986b. Barriers. MIT Press, Cambridge, Mass.
Chomsky, Noam A. 1993. A Minimalist Program for Linguistic Theory. MIT occasional papers in linguistics , 1-67.
Chomsky, Noam A. & Lasnik, H. 1993. The theory of principles and parameters. In Syntax: an international handbook of contemporary research. von Stechow, J. Jacobs A., Sternefeld, W. & Vennemann, T. (eds.). Berlin: De Gruyter. Reprinted in: The minimalist program, ch.1. Chomsky 1995, 13-127. Cambridge MA: MIT Press

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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.

Checkbox to assign case using active assignment rule

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.

Standard action to apply lead assignment rules

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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LCR 82. Case Assignment Area

Organizing Your Social Sciences Research Assignments

Annotated Bibliography
Analyzing a Scholarly Journal Article
Group Presentations
Dealing with Nervousness
Using Visual Aids
Grading Someone Else's Paper
Types of Structured Group Activities
Group Project Survival Skills
Leading a Class Discussion
Multiple Book Review Essay
Reviewing Collected Works
Writing a Case Analysis Paper
Writing a Case Study
About Informed Consent
Writing Field Notes
Writing a Policy Memo
Writing a Reflective Paper
Writing a Research Proposal
Generative AI and Writing
Acknowledgments

Definition and Introduction

Case analysis is a problem-based teaching and learning method that involves critically analyzing complex scenarios within an organizational setting for the purpose of placing the student in a “real world” situation and applying reflection and critical thinking skills to contemplate appropriate solutions, decisions, or recommended courses of action. It is considered a more effective teaching technique than in-class role playing or simulation activities. The analytical process is often guided by questions provided by the instructor that ask students to contemplate relationships between the facts and critical incidents described in the case.

Cases generally include both descriptive and statistical elements and rely on students applying abductive reasoning to develop and argue for preferred or best outcomes [i.e., case scenarios rarely have a single correct or perfect answer based on the evidence provided]. Rather than emphasizing theories or concepts, case analysis assignments emphasize building a bridge of relevancy between abstract thinking and practical application and, by so doing, teaches the value of both within a specific area of professional practice.

Given this, the purpose of a case analysis paper is to present a structured and logically organized format for analyzing the case situation. It can be assigned to students individually or as a small group assignment and it may include an in-class presentation component. Case analysis is predominately taught in economics and business-related courses, but it is also a method of teaching and learning found in other applied social sciences disciplines, such as, social work, public relations, education, journalism, and public administration.

Ellet, William. The Case Study Handbook: A Student's Guide . Revised Edition. Boston, MA: Harvard Business School Publishing, 2018; Christoph Rasche and Achim Seisreiner. Guidelines for Business Case Analysis . University of Potsdam; Writing a Case Analysis . Writing Center, Baruch College; Volpe, Guglielmo. "Case Teaching in Economics: History, Practice and Evidence." Cogent Economics and Finance 3 (December 2015). doi:https://doi.org/10.1080/23322039.2015.1120977.

How to Approach Writing a Case Analysis Paper

The organization and structure of a case analysis paper can vary depending on the organizational setting, the situation, and how your professor wants you to approach the assignment. Nevertheless, preparing to write a case analysis paper involves several important steps. As Hawes notes, a case analysis assignment “...is useful in developing the ability to get to the heart of a problem, analyze it thoroughly, and to indicate the appropriate solution as well as how it should be implemented” [p.48]. This statement encapsulates how you should approach preparing to write a case analysis paper.

Before you begin to write your paper, consider the following analytical procedures:

Review the case to get an overview of the situation . A case can be only a few pages in length, however, it is most often very lengthy and contains a significant amount of detailed background information and statistics, with multilayered descriptions of the scenario, the roles and behaviors of various stakeholder groups, and situational events. Therefore, a quick reading of the case will help you gain an overall sense of the situation and illuminate the types of issues and problems that you will need to address in your paper. If your professor has provided questions intended to help frame your analysis, use them to guide your initial reading of the case.
Read the case thoroughly . After gaining a general overview of the case, carefully read the content again with the purpose of understanding key circumstances, events, and behaviors among stakeholder groups. Look for information or data that appears contradictory, extraneous, or misleading. At this point, you should be taking notes as you read because this will help you develop a general outline of your paper. The aim is to obtain a complete understanding of the situation so that you can begin contemplating tentative answers to any questions your professor has provided or, if they have not provided, developing answers to your own questions about the case scenario and its connection to the course readings,lectures, and class discussions.
Determine key stakeholder groups, issues, and events and the relationships they all have to each other . As you analyze the content, pay particular attention to identifying individuals, groups, or organizations described in the case and identify evidence of any problems or issues of concern that impact the situation in a negative way. Other things to look for include identifying any assumptions being made by or about each stakeholder, potential biased explanations or actions, explicit demands or ultimatums , and the underlying concerns that motivate these behaviors among stakeholders. The goal at this stage is to develop a comprehensive understanding of the situational and behavioral dynamics of the case and the explicit and implicit consequences of each of these actions.
Identify the core problems . The next step in most case analysis assignments is to discern what the core [i.e., most damaging, detrimental, injurious] problems are within the organizational setting and to determine their implications. The purpose at this stage of preparing to write your analysis paper is to distinguish between the symptoms of core problems and the core problems themselves and to decide which of these must be addressed immediately and which problems do not appear critical but may escalate over time. Identify evidence from the case to support your decisions by determining what information or data is essential to addressing the core problems and what information is not relevant or is misleading.
Explore alternative solutions . As noted, case analysis scenarios rarely have only one correct answer. Therefore, it is important to keep in mind that the process of analyzing the case and diagnosing core problems, while based on evidence, is a subjective process open to various avenues of interpretation. This means that you must consider alternative solutions or courses of action by critically examining strengths and weaknesses, risk factors, and the differences between short and long-term solutions. For each possible solution or course of action, consider the consequences they may have related to their implementation and how these recommendations might lead to new problems. Also, consider thinking about your recommended solutions or courses of action in relation to issues of fairness, equity, and inclusion.
Decide on a final set of recommendations . The last stage in preparing to write a case analysis paper is to assert an opinion or viewpoint about the recommendations needed to help resolve the core problems as you see them and to make a persuasive argument for supporting this point of view. Prepare a clear rationale for your recommendations based on examining each element of your analysis. Anticipate possible obstacles that could derail their implementation. Consider any counter-arguments that could be made concerning the validity of your recommended actions. Finally, describe a set of criteria and measurable indicators that could be applied to evaluating the effectiveness of your implementation plan.

Use these steps as the framework for writing your paper. Remember that the more detailed you are in taking notes as you critically examine each element of the case, the more information you will have to draw from when you begin to write. This will save you time.

NOTE : If the process of preparing to write a case analysis paper is assigned as a student group project, consider having each member of the group analyze a specific element of the case, including drafting answers to the corresponding questions used by your professor to frame the analysis. This will help make the analytical process more efficient and ensure that the distribution of work is equitable. This can also facilitate who is responsible for drafting each part of the final case analysis paper and, if applicable, the in-class presentation.

Framework for Case Analysis . College of Management. University of Massachusetts; Hawes, Jon M. "Teaching is Not Telling: The Case Method as a Form of Interactive Learning." Journal for Advancement of Marketing Education 5 (Winter 2004): 47-54; Rasche, Christoph and Achim Seisreiner. Guidelines for Business Case Analysis . University of Potsdam; Writing a Case Study Analysis . University of Arizona Global Campus Writing Center; Van Ness, Raymond K. A Guide to Case Analysis . School of Business. State University of New York, Albany; Writing a Case Analysis . Business School, University of New South Wales.

Structure and Writing Style

A case analysis paper should be detailed, concise, persuasive, clearly written, and professional in tone and in the use of language . As with other forms of college-level academic writing, declarative statements that convey information, provide a fact, or offer an explanation or any recommended courses of action should be based on evidence. If allowed by your professor, any external sources used to support your analysis, such as course readings, should be properly cited under a list of references. The organization and structure of case analysis papers can vary depending on your professor’s preferred format, but its structure generally follows the steps used for analyzing the case.

Introduction

The introduction should provide a succinct but thorough descriptive overview of the main facts, issues, and core problems of the case . The introduction should also include a brief summary of the most relevant details about the situation and organizational setting. This includes defining the theoretical framework or conceptual model on which any questions were used to frame your analysis.

Following the rules of most college-level research papers, the introduction should then inform the reader how the paper will be organized. This includes describing the major sections of the paper and the order in which they will be presented. Unless you are told to do so by your professor, you do not need to preview your final recommendations in the introduction. U nlike most college-level research papers , the introduction does not include a statement about the significance of your findings because a case analysis assignment does not involve contributing new knowledge about a research problem.

Background Analysis

Background analysis can vary depending on any guiding questions provided by your professor and the underlying concept or theory that the case is based upon. In general, however, this section of your paper should focus on:

Providing an overarching analysis of problems identified from the case scenario, including identifying events that stakeholders find challenging or troublesome,
Identifying assumptions made by each stakeholder and any apparent biases they may exhibit,
Describing any demands or claims made by or forced upon key stakeholders, and
Highlighting any issues of concern or complaints expressed by stakeholders in response to those demands or claims.

These aspects of the case are often in the form of behavioral responses expressed by individuals or groups within the organizational setting. However, note that problems in a case situation can also be reflected in data [or the lack thereof] and in the decision-making, operational, cultural, or institutional structure of the organization. Additionally, demands or claims can be either internal and external to the organization [e.g., a case analysis involving a president considering arms sales to Saudi Arabia could include managing internal demands from White House advisors as well as demands from members of Congress].

Throughout this section, present all relevant evidence from the case that supports your analysis. Do not simply claim there is a problem, an assumption, a demand, or a concern; tell the reader what part of the case informed how you identified these background elements.

Identification of Problems

In most case analysis assignments, there are problems, and then there are problems . Each problem can reflect a multitude of underlying symptoms that are detrimental to the interests of the organization. The purpose of identifying problems is to teach students how to differentiate between problems that vary in severity, impact, and relative importance. Given this, problems can be described in three general forms: those that must be addressed immediately, those that should be addressed but the impact is not severe, and those that do not require immediate attention and can be set aside for the time being.

All of the problems you identify from the case should be identified in this section of your paper, with a description based on evidence explaining the problem variances. If the assignment asks you to conduct research to further support your assessment of the problems, include this in your explanation. Remember to cite those sources in a list of references. Use specific evidence from the case and apply appropriate concepts, theories, and models discussed in class or in relevant course readings to highlight and explain the key problems [or problem] that you believe must be solved immediately and describe the underlying symptoms and why they are so critical.

Alternative Solutions

This section is where you provide specific, realistic, and evidence-based solutions to the problems you have identified and make recommendations about how to alleviate the underlying symptomatic conditions impacting the organizational setting. For each solution, you must explain why it was chosen and provide clear evidence to support your reasoning. This can include, for example, course readings and class discussions as well as research resources, such as, books, journal articles, research reports, or government documents. In some cases, your professor may encourage you to include personal, anecdotal experiences as evidence to support why you chose a particular solution or set of solutions. Using anecdotal evidence helps promote reflective thinking about the process of determining what qualifies as a core problem and relevant solution .

Throughout this part of the paper, keep in mind the entire array of problems that must be addressed and describe in detail the solutions that might be implemented to resolve these problems.

Recommended Courses of Action

In some case analysis assignments, your professor may ask you to combine the alternative solutions section with your recommended courses of action. However, it is important to know the difference between the two. A solution refers to the answer to a problem. A course of action refers to a procedure or deliberate sequence of activities adopted to proactively confront a situation, often in the context of accomplishing a goal. In this context, proposed courses of action are based on your analysis of alternative solutions. Your description and justification for pursuing each course of action should represent the overall plan for implementing your recommendations.

For each course of action, you need to explain the rationale for your recommendation in a way that confronts challenges, explains risks, and anticipates any counter-arguments from stakeholders. Do this by considering the strengths and weaknesses of each course of action framed in relation to how the action is expected to resolve the core problems presented, the possible ways the action may affect remaining problems, and how the recommended action will be perceived by each stakeholder.

In addition, you should describe the criteria needed to measure how well the implementation of these actions is working and explain which individuals or groups are responsible for ensuring your recommendations are successful. In addition, always consider the law of unintended consequences. Outline difficulties that may arise in implementing each course of action and describe how implementing the proposed courses of action [either individually or collectively] may lead to new problems [both large and small].

Throughout this section, you must consider the costs and benefits of recommending your courses of action in relation to uncertainties or missing information and the negative consequences of success.

The conclusion should be brief and introspective. Unlike a research paper, the conclusion in a case analysis paper does not include a summary of key findings and their significance, a statement about how the study contributed to existing knowledge, or indicate opportunities for future research.

Begin by synthesizing the core problems presented in the case and the relevance of your recommended solutions. This can include an explanation of what you have learned about the case in the context of your answers to the questions provided by your professor. The conclusion is also where you link what you learned from analyzing the case with the course readings or class discussions. This can further demonstrate your understanding of the relationships between the practical case situation and the theoretical and abstract content of assigned readings and other course content.

Problems to Avoid

The literature on case analysis assignments often includes examples of difficulties students have with applying methods of critical analysis and effectively reporting the results of their assessment of the situation. A common reason cited by scholars is that the application of this type of teaching and learning method is limited to applied fields of social and behavioral sciences and, as a result, writing a case analysis paper can be unfamiliar to most students entering college.

After you have drafted your paper, proofread the narrative flow and revise any of these common errors:

Unnecessary detail in the background section . The background section should highlight the essential elements of the case based on your analysis. Focus on summarizing the facts and highlighting the key factors that become relevant in the other sections of the paper by eliminating any unnecessary information.
Analysis relies too much on opinion . Your analysis is interpretive, but the narrative must be connected clearly to evidence from the case and any models and theories discussed in class or in course readings. Any positions or arguments you make should be supported by evidence.
Analysis does not focus on the most important elements of the case . Your paper should provide a thorough overview of the case. However, the analysis should focus on providing evidence about what you identify are the key events, stakeholders, issues, and problems. Emphasize what you identify as the most critical aspects of the case to be developed throughout your analysis. Be thorough but succinct.
Writing is too descriptive . A paper with too much descriptive information detracts from your analysis of the complexities of the case situation. Questions about what happened, where, when, and by whom should only be included as essential information leading to your examination of questions related to why, how, and for what purpose.
Inadequate definition of a core problem and associated symptoms . A common error found in case analysis papers is recommending a solution or course of action without adequately defining or demonstrating that you understand the problem. Make sure you have clearly described the problem and its impact and scope within the organizational setting. Ensure that you have adequately described the root causes w hen describing the symptoms of the problem.
Recommendations lack specificity . Identify any use of vague statements and indeterminate terminology, such as, “A particular experience” or “a large increase to the budget.” These statements cannot be measured and, as a result, there is no way to evaluate their successful implementation. Provide specific data and use direct language in describing recommended actions.
Unrealistic, exaggerated, or unattainable recommendations . Review your recommendations to ensure that they are based on the situational facts of the case. Your recommended solutions and courses of action must be based on realistic assumptions and fit within the constraints of the situation. Also note that the case scenario has already happened, therefore, any speculation or arguments about what could have occurred if the circumstances were different should be revised or eliminated.

Bee, Lian Song et al. "Business Students' Perspectives on Case Method Coaching for Problem-Based Learning: Impacts on Student Engagement and Learning Performance in Higher Education." Education & Training 64 (2022): 416-432; The Case Analysis . Fred Meijer Center for Writing and Michigan Authors. Grand Valley State University; Georgallis, Panikos and Kayleigh Bruijn. "Sustainability Teaching using Case-Based Debates." Journal of International Education in Business 15 (2022): 147-163; Hawes, Jon M. "Teaching is Not Telling: The Case Method as a Form of Interactive Learning." Journal for Advancement of Marketing Education 5 (Winter 2004): 47-54; Georgallis, Panikos, and Kayleigh Bruijn. "Sustainability Teaching Using Case-based Debates." Journal of International Education in Business 15 (2022): 147-163; .Dean, Kathy Lund and Charles J. Fornaciari. "How to Create and Use Experiential Case-Based Exercises in a Management Classroom." Journal of Management Education 26 (October 2002): 586-603; Klebba, Joanne M. and Janet G. Hamilton. "Structured Case Analysis: Developing Critical Thinking Skills in a Marketing Case Course." Journal of Marketing Education 29 (August 2007): 132-137, 139; Klein, Norman. "The Case Discussion Method Revisited: Some Questions about Student Skills." Exchange: The Organizational Behavior Teaching Journal 6 (November 1981): 30-32; Mukherjee, Arup. "Effective Use of In-Class Mini Case Analysis for Discovery Learning in an Undergraduate MIS Course." The Journal of Computer Information Systems 40 (Spring 2000): 15-23; Pessoa, Silviaet al. "Scaffolding the Case Analysis in an Organizational Behavior Course: Making Analytical Language Explicit." Journal of Management Education 46 (2022): 226-251: Ramsey, V. J. and L. D. Dodge. "Case Analysis: A Structured Approach." Exchange: The Organizational Behavior Teaching Journal 6 (November 1981): 27-29; Schweitzer, Karen. "How to Write and Format a Business Case Study." ThoughtCo. https://www.thoughtco.com/how-to-write-and-format-a-business-case-study-466324 (accessed December 5, 2022); Reddy, C. D. "Teaching Research Methodology: Everything's a Case." Electronic Journal of Business Research Methods 18 (December 2020): 178-188; Volpe, Guglielmo. "Case Teaching in Economics: History, Practice and Evidence." Cogent Economics and Finance 3 (December 2015). doi:https://doi.org/10.1080/23322039.2015.1120977.

Writing Tip

Ca se Study and Case Analysis Are Not the Same!

Confusion often exists between what it means to write a paper that uses a case study research design and writing a paper that analyzes a case; they are two different types of approaches to learning in the social and behavioral sciences. Professors as well as educational researchers contribute to this confusion because they often use the term "case study" when describing the subject of analysis for a case analysis paper. But you are not studying a case for the purpose of generating a comprehensive, multi-faceted understanding of a research problem. R ather, you are critically analyzing a specific scenario to argue logically for recommended solutions and courses of action that lead to optimal outcomes applicable to professional practice.

To avoid any confusion, here are twelve characteristics that delineate the differences between writing a paper using the case study research method and writing a case analysis paper:

Case study is a method of in-depth research and rigorous inquiry ; case analysis is a reliable method of teaching and learning . A case study is a modality of research that investigates a phenomenon for the purpose of creating new knowledge, solving a problem, or testing a hypothesis using empirical evidence derived from the case being studied. Often, the results are used to generalize about a larger population or within a wider context. The writing adheres to the traditional standards of a scholarly research study. A case analysis is a pedagogical tool used to teach students how to reflect and think critically about a practical, real-life problem in an organizational setting.
The researcher is responsible for identifying the case to study; a case analysis is assigned by your professor . As the researcher, you choose the case study to investigate in support of obtaining new knowledge and understanding about the research problem. The case in a case analysis assignment is almost always provided, and sometimes written, by your professor and either given to every student in class to analyze individually or to a small group of students, or students select a case to analyze from a predetermined list.
A case study is indeterminate and boundless; a case analysis is predetermined and confined . A case study can be almost anything [see item 9 below] as long as it relates directly to examining the research problem. This relationship is the only limit to what a researcher can choose as the subject of their case study. The content of a case analysis is determined by your professor and its parameters are well-defined and limited to elucidating insights of practical value applied to practice.
Case study is fact-based and describes actual events or situations; case analysis can be entirely fictional or adapted from an actual situation . The entire content of a case study must be grounded in reality to be a valid subject of investigation in an empirical research study. A case analysis only needs to set the stage for critically examining a situation in practice and, therefore, can be entirely fictional or adapted, all or in-part, from an actual situation.
Research using a case study method must adhere to principles of intellectual honesty and academic integrity; a case analysis scenario can include misleading or false information . A case study paper must report research objectively and factually to ensure that any findings are understood to be logically correct and trustworthy. A case analysis scenario may include misleading or false information intended to deliberately distract from the central issues of the case. The purpose is to teach students how to sort through conflicting or useless information in order to come up with the preferred solution. Any use of misleading or false information in academic research is considered unethical.
Case study is linked to a research problem; case analysis is linked to a practical situation or scenario . In the social sciences, the subject of an investigation is most often framed as a problem that must be researched in order to generate new knowledge leading to a solution. Case analysis narratives are grounded in real life scenarios for the purpose of examining the realities of decision-making behavior and processes within organizational settings. A case analysis assignments include a problem or set of problems to be analyzed. However, the goal is centered around the act of identifying and evaluating courses of action leading to best possible outcomes.
The purpose of a case study is to create new knowledge through research; the purpose of a case analysis is to teach new understanding . Case studies are a choice of methodological design intended to create new knowledge about resolving a research problem. A case analysis is a mode of teaching and learning intended to create new understanding and an awareness of uncertainty applied to practice through acts of critical thinking and reflection.
A case study seeks to identify the best possible solution to a research problem; case analysis can have an indeterminate set of solutions or outcomes . Your role in studying a case is to discover the most logical, evidence-based ways to address a research problem. A case analysis assignment rarely has a single correct answer because one of the goals is to force students to confront the real life dynamics of uncertainly, ambiguity, and missing or conflicting information within professional practice. Under these conditions, a perfect outcome or solution almost never exists.
Case study is unbounded and relies on gathering external information; case analysis is a self-contained subject of analysis . The scope of a case study chosen as a method of research is bounded. However, the researcher is free to gather whatever information and data is necessary to investigate its relevance to understanding the research problem. For a case analysis assignment, your professor will often ask you to examine solutions or recommended courses of action based solely on facts and information from the case.
Case study can be a person, place, object, issue, event, condition, or phenomenon; a case analysis is a carefully constructed synopsis of events, situations, and behaviors . The research problem dictates the type of case being studied and, therefore, the design can encompass almost anything tangible as long as it fulfills the objective of generating new knowledge and understanding. A case analysis is in the form of a narrative containing descriptions of facts, situations, processes, rules, and behaviors within a particular setting and under a specific set of circumstances.
Case study can represent an open-ended subject of inquiry; a case analysis is a narrative about something that has happened in the past . A case study is not restricted by time and can encompass an event or issue with no temporal limit or end. For example, the current war in Ukraine can be used as a case study of how medical personnel help civilians during a large military conflict, even though circumstances around this event are still evolving. A case analysis can be used to elicit critical thinking about current or future situations in practice, but the case itself is a narrative about something finite and that has taken place in the past.
Multiple case studies can be used in a research study; case analysis involves examining a single scenario . Case study research can use two or more cases to examine a problem, often for the purpose of conducting a comparative investigation intended to discover hidden relationships, document emerging trends, or determine variations among different examples. A case analysis assignment typically describes a stand-alone, self-contained situation and any comparisons among cases are conducted during in-class discussions and/or student presentations.

The Case Analysis . Fred Meijer Center for Writing and Michigan Authors. Grand Valley State University; Mills, Albert J. , Gabrielle Durepos, and Eiden Wiebe, editors. Encyclopedia of Case Study Research . Thousand Oaks, CA: SAGE Publications, 2010; Ramsey, V. J. and L. D. Dodge. "Case Analysis: A Structured Approach." Exchange: The Organizational Behavior Teaching Journal 6 (November 1981): 27-29; Yin, Robert K. Case Study Research and Applications: Design and Methods . 6th edition. Thousand Oaks, CA: Sage, 2017; Crowe, Sarah et al. “The Case Study Approach.” BMC Medical Research Methodology 11 (2011): doi: 10.1186/1471-2288-11-100; Yin, Robert K. Case Study Research: Design and Methods . 4th edition. Thousand Oaks, CA: Sage Publishing; 1994.

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Last Updated: Mar 6, 2024 1:00 PM
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7.11.2.1.1 Background
7.11.2.1.2 Acronyms
7.11.2.2.1 Determination Cases
7.11.2.3 Voluntary Compliance Cases
7.11.2.4.1 Special Rule
7.11.2.5.1 Case Grade Adjustments
7.11.2.6.1 Case Grade Adjustments
7.11.2.7.1 Agent Responsibilities

Part 7. Rulings and Agreements

Chapter 11. employee plans determination letter program, section 2. ep case assignment guide, 7.11.2 ep case assignment guide, manual transmittal.

July 28, 2023

(1) This transmits revised IRM 7.11.2, Employee Plans Determinations Letter Program, EP Case Assignment Guide.

Material Changes

(1) Updated IRM 7.11.2.5(2), GS-13 Case Grade Factors, to include Initial-amended or terminated IRC 403(b) plans, when sponsor employs 1,000 or more employees.

(2) Updated IRM 7.11.2.5(3), GS-12 Case Grade Factors, to include Initial-amended or terminated IRC 403(b) plans, when sponsor employs fewer than 1,000 employees.

(3) EP Examination Case Grading Criteria, formerly contained in IRM 7.11.2.6, has been removed. The criteria will be published in IRM 4.70.12.

(4) Updated throughout for editorial and plain language changes.

Effect on Other Documents

Effective date.

Eric D. Slack Director, Employee Plans Tax Exempt and Government Entities

Program Scope and Objectives

Purpose: The Employee Plans (EP) Case Assignment Guide (CAG) is a classification tool for assigning Determination and Voluntary Compliance (VC) cases.

Audience: EP Determinations and VC staff.

Policy Owner: Director, EP.

Program Owner: EP.

Program Goals: EP’s goals are to ensure that plans comply with the tax laws and to protect the public interest by applying the tax laws with integrity and fairness to all.

The CAG establishes a uniform rating system to help the Group Manager in assigning workload.

The criteria are intended to be consistent with the Office of Personnel Management (OPM) position classification standards used to classify Tax Law Specialist/Revenue Agent positions. However, because the CAG is an IRS internal guide, it shouldn’t be cited as the basis for any official classification action or viewed as superseding OPM standards in any way.

The CAG must be broad in its approach to grading and assigning cases. It can’t and doesn’t cover all possibilities, or account for unusual or unique elements in a case.

These acronyms are used in this IRM:

Case Grading

The procedures for grading Determination and VC cases are described below.

Determination Cases

When a Determination Letter (DL) application is input onto the Tax Exempt Determination System (TEDS), the applicable program assigns a potential case grade by applying the criteria in IRM 7.11.2.5 , EP Determination Case Grading Criteria.

EP Determinations specialists and Group Managers may change the case grade, if necessary, by applying the case grade adjustment factors in IRM 7.11.2.5.1 , Case Grade Adjustments.

Voluntary Compliance Cases

The VC screening groups assign case grades to VC applications by applying the criteria in IRM 7.11.2.6 , EP Voluntary Compliance Case Grading Criteria.

During the processing of the VC case, the grade can be adjusted, using the factors in IRM 7.11.2.6.1 , Case Grade Adjustments, if the case requires additional technical analysis.

The grade of the VC case is not affected by the case grade of any DL application that may have been submitted with respect to the plan.

Case Assignment Requirements

Determination and VC cases should generally be assigned to a specialist/agent whose grade is commensurate with the grade of the case.

Related plan cases should be assigned to a specialist/agent whose grade level is commensurate with the highest grade of the cases involved. However, this rule is not applicable to situations involving VC cases that have a related DL application.

A GS-11 case and a related GS-12 case should be assigned to a GS-12 specialist/agent. However, if a GS-11 VC case is associated with a GS-13 DL application, both cases do not have to be assigned to a GS-13 specialist/agent.

Specialists/agents may be assigned cases above their grade level for developmental purposes.

Group Managers are responsible for keeping developmental assignments within the limits stated by the current National Agreement.

Assignment of developmental cases is governed by local circumstances.

Group Managers may assign a lower-graded case to a higher-graded specialist/agent if the potential impact of the case is significant or to meet operational needs. Such assignments do not raise the case grade.

To the extent that staffing considerations permit, appropriate measures should be taken to avoid consecutive assignment of cases that violates any of the following restrictions:

With respect to determination case assignments, the same specialist should not review the same employer's plan more than two times in succession to the extent possible. This should not be construed as meaning that a specialist could not review several plans of an employer at the same time. Using these measures will minimize the possibility of overlooking errors in plan design.

With respect to VC cases, the same VC specialist/agent should not review the same employer’s plan more than two times in succession to the extent possible. This should not be construed as meaning that a specialist/agent could not review several plans of an employer at the same time. Using these measures will minimize the possibility of overlooking errors in VC case processing, the review of qualification failures, and proposed correction methodology.

Group Managers will monitor case assignments to ensure proper case rotation.

Special Rule

The assignment of cases should comply with Policy Statement 4-5. See IRM 1.2.1.5.3.

EP Determination Case Grading Criteria

All factors need not be present to determine the case grade. Only one factor must be present to raise the grade of the application.

GS-13: Factors include plans described below for Grade 13 plans.

Multiemployer plans.

ESOP arrangements.

Second-level DB or DC specimen lead plans.

Cash balance conversions.

Ruling requests involving IRC 401(h)/420.

Plan participants >10,000.

Initial-amended or terminated IRC 403(b) plans, and sponsor employs 1,000 or more employees.

GS-12: Factors include plans described below for Grade 12 plans without Grade 13 factors.

DB safe harbor plans with permitted disparity (integrated).

DB non-design based safe harbor plans.

Multiple employer plans.

First-level DB or DC specimen.

DB plan terminations.

Partial termination requests.

Target benefit plans.

DB collectively bargained.

Pooled fund arrangements.

Governmental and church plans.

Initial cash balance plans (without conversion issues).

Initial-amended or terminated IRC 403(b) plans, and sponsor employs fewer than 1,000 employees.

GS-11: Factors include plans described below for Grade 11 plans without Grade 13 and Grade 12 factors.

DC plans with permitted disparity (integrated).

DC collectively bargained.

DC plan terminations.

DB safe-harbor plan without permitted disparity (non-integrated).

DC non-design based safe harbor plan.

IRC 401(k) arrangements- traditional or safe harbor.

IRC 401(m) arrangements- traditional or safe harbor.

Savings Incentive Match Plan for Employees Individual Retirement Account (SIMPLE IRA) plans.

All other plans not meeting the criteria for GS-12 or GS-13 specifications.

Case Grade Adjustments

Some factors that may increase the case grade are the discovery of complicating factors, such as:

Spin-off terminations and termination/reestablishment.

Governmental plan at state level, or administered by statute, ordinance or other law absent a unitary plan document.

Cash balance plan.

Cross testing.

Change in type of plan, (for example, from DC to DB, or from DB to DC).

DC ABT/GT with a DB plan in the testing group.

Leave conversion arrangements.

International plans.

Factors that may decrease the case grade include:

Involvement of a field actuary, on-the-job-instructor (OJI), senior agent, or Group Manager.

Agent's review does not include complicating issues justifying higher grade.

Applications for adoptions of pre-approved documents where no coverage or nondiscrimination ruling is requested.

EP Voluntary Compliance Case Grading Criteria

GS-13: Factors include plans described below for Grade 13, for non-403(b) plans.

GS-13: Factors include plans described below for Grade 13, for tax-sheltered annuity plans/arrangements under IRC 403(b).

GS-12: Factors include plans described below for Grade 12 plans for non-403(b) plans without Grade 13 factors.

Operational failures involving Multiple Employer plans.

Operational failures involving Target Benefit plans.

Operational failures involving Cash Balance plans without conversion.

Operational failures and miscellaneous plan document failures, other than nonamender failures involving all IRC 401(a) DC and DB plans that are not listed under the GS-13 factors or are in addition to those described in GS-11 factors. This includes profit sharing, IRC 401(k), money purchase, DB & stock bonus plans.

Demographic failures involving all IRC 401(a) DC plans where correction and testing doesn’t involve DB plans or cross testing where DC benefits are converted into DB benefits for ABT.

Orphan plans as defined in the Employee Plans Compliance Resolution System (EPCRS) revenue procedure.

Ineligible employer failures involving IRC 401(k) plans.

Required minimum distributions not timely made in accordance with IRC 401(a)(9) in a DB plan.

GS-12: Factors include plans described below for tax-sheltered annuity plans/arrangements under IRC 403(b) without Grade 13 factors.

GS-11: Factors include plans described below for Grade 11 plans.

Any qualified plan under IRC 401(a), even if it would otherwise contain GS-12 or GS-13 factors, where qualification failure(s) of the VC case are limited to nonamender failures.

Any IRC 403(b) plan, even if it would otherwise contain GS-12 or GS-13 factors, where the sole failure addressed in the VC case is the failure to adopt a written IRC 403(b) plan on a timely basis.

Failures in SEPs under IRC 408(k).

Failures in SIMPLE IRA plans under IRC 408(p).

Loan failures where participant loans did not comply with IRC 72(p) in form or in operation.

Required minimum distribution not timely made in accordance with IRC 401(a)(9) in a DC plan.

GS-09 Factors include plans described below for Grade 09 (all plans).

Any VC case where the review is limited to an inspection of the submitted materials to determine whether the case is complete and has satisfied the administrative requirements under the EPCRS revenue procedure.

Any VC case assigned to VC personnel where the sole purpose is to collect missing or incomplete items from the VCP applicant in order to perfect submissions that are otherwise not in compliance with the administrative requirements under the EPCRS revenue procedure. Examples include, but are not limited to, missing Model VCP Submission Compliance statement schedules, incorrect signatures, missing or unsigned penalty of perjury statements, missing enclosures, missing or incorrect compliance fees.

Any VC case assigned where the VC Group Manager, or VC Program Coordinator, or higher graded specialist/agent has indicated the submission can be closed, and the actions left to be taken are limited to the administrative actions needed to close the VC case.

Factors that may increase the case grade include failure(s) and/or correction methods relating to:

The size of the plan.

Actuarial issues in DB plans, including failures to comply with the restrictions imposed by IRC 436 in operation.

Nondiscrimination issues (for example, GT, aggregation, restructuring, and cross testing).

Complex IRC 415 issues.

Exclusive benefit requirements.

The number of errors identified or multiple years of the same error.

Correction proposal that isn’t a correction method described in Appendix A or B of the EPCRS revenue procedure.

Proposed correction method that involves a retroactive plan amendment to change the plan terms to conform to plan operation.

Whether the cases will be or has the potential to close through use of a Closing Agreement outside of EPCRS (via Delegation Order 8-3).

The relative sensitivity of the case, which can be affected by public scrutiny, DOL Investigations, potential fraud, and situations deemed abusive by the IRS.

Significant involvement of a field actuary, OJI, VC Group Manager, VC Program Coordinator, or senior agent/specialist.

Specialist review that does not include complicating issues justifying higher grade.

Failure(s) corrected in accordance with the correction methods listed in Appendix A or B of the EPCRS revenue procedure.

Group Manager Duties

The Group Manager may adjust the grade level upward or downward. Such changes should be based on factors not otherwise accounted for or accurately evaluated in the EP Case Assignment Guide.

Reasons for changing the case grade upward or downward include, for example: an expectation that special or complex problems will be encountered; a combination of issues which impact on the complexity of the case; or, the scope of the review is limited.

For a case which can’t be graded using IRM 7.11.2.5 , EP Determination Case Grading Criteria, or IRM 7.11.2.6 , EP Voluntary Compliance Case Grading Criteria, Group Managers should determine which grade level most appropriately matches the case difficulty.

The Group Manager is responsible for ensuring the final case grade is appropriate based upon all of the facts and circumstances.

Before closing a case, the Group Manager may adjust the case grade upward, if complicating factors were found during review, or downward, if anticipated complexities did not develop.

Refer to IRM 7.11.2.4 , Case Assignment Requirements, for more on the Group Manager's responsibility with respect to case assignment.

Agent Responsibilities

The EP specialist/agent should notify the Group Manager immediately upon the discovery of a feature/issue which may result in an increase or decrease of the grade level. Until the manager approves the change, the case grade will not be considered changed.

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Charlevoix County seeks to combat the revolving door of substance abuse cases

C HARLEVOIX COUNTY, Mich., (WPBN/WGTU) -- Charlevoix County is starting a substance abuse treatment court for offenders battling addiction.

The program gives people a chance to avoid serving time while getting them needed treatment.

UpNorthLive News reporter Daniel Zivian spoke with the judge who wanted to change the status quo.

Also read: Biden Administration weighs in on Enbridge's reservation trespassing case

Judge Roy C. Hayes III presides over countless substance abuse cases in Charlevoix County.

He said he wants to end what he calls the "revolving-door cycle" of controlled substance and DWI offenders.

"This will avoid having to put people in jail for significant periods of time upfront or sending people off to the Michigan Department of Corrections for a lengthy prison sentence upfront and give people an opportunity to take advantage of an intensive, rehabilitative, hands-on experience," Judge Hayes said.

Judge Hayes said he's wanted to this since he was elected in 2014.

But funding only just came in, with a full commitment form the Regional Health Plan using liquor tax revenue.

The court's assignment clerk has now been elevated to case manager for the program.

"Cheboygan County has a recovery court and my counterpart there has been extremely helpful. The state has all kinds of resources online and they also offered to come and do a regional training," said program coordinator Kerry Zahner.

"We are now provisionally certified by the state. We’ll be completely certified after a site visit by the Supreme Court," Zahner said.

"It’s not just the violation of the controlled substance laws and the drinking and driving laws, but a lot of the drug abuse and the drug addiction really drives and feeds other crimes: assaultive crimes and property crimes," Judge Hayes said.

Judge Hayes said the first participant has already begun treatment and that they could likely help 10 to 15 people per year through the program.

We also spoke with Charlevoix County Prosecuting Attorney Christopher "Kit" Tholen, who said the program will not be offered to drug dealers and that those convicted of violent crimes are ineligible for the program.

Charlevoix County seeks to combat the revolving door of substance abuse cases

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COMMENTS

The Ultimate Guide to Case Assignment, Part 1: Where Does Your Method Rank?
Keyword-based case assignment is a process in which ticketing software rules send cases that contain specific keywords to specific agents. With this approach, agents can receive cases about the topics they specialize in. Say a case for an accounting software's support team contains the phrase "personalize invoices.".
Case Management Best Practice Guide
The resources below outline automation features to route and assign cases, escalate cases, and create different case rules. • Automate Case Management Review this Trailhead unit to learn the definition of each automation tool: queues, assignment rules, escalation rules, and auto-response rules.
10 Salesforce.com Case Assignment Rules Best Practices
Case assignment rules are the key to ensuring that cases are assigned to the right people in a timely manner. In this article, we will discuss 10 best practices for creating and managing Salesforce.com case assignment rules. 1. Utilize the Assignment Rules Hierarchy. The Assignment Rules Hierarchy is a way to organize and prioritize the order ...
Assign Cases
Create and Edit Case Comments. Use the Case Feed. Email Customers. Solve and Close Cases. Things to Know About Cases. Service-Level Agreements. Contact Requests. Service Cloud Mobile Access. You can assign cases to users or queues in various ways.Required Editions and User Permissions Available in: Salesforce Classic (not available in all orgs...
Case Assignment Rules: Understanding Legal Procedures
1. Definitions Interpretation. 1.1. "Assignment" means the allocation of a case to a specific legal professional or entity for representation. 1.2. "Parties" means the individuals or entities involved in the assignment and allocation of cases. 1.3. "Legal Practice" means the laws, regulations, and ethical standards governing the ...
Best Practices for Optimizing Case Assignment Rules in Salesforce
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. ...
PDF Case Management Implementation Guide
From the object management settings for cases, find the fields area. Click New to create a custom case field. Choose the type of field to create and click New. Enter a field label and name, and respond to any other prompts. For formula fields, choose a data type for your formula output. Click Next.
Create Case Queues and Assignment Rules
From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules . Click New and enter the rule details. Select the Active checkbox to make this the active case assignment rule. Click Save . Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.
Mastering Case Assignment Rules in Salesforce
Case assignment rules in Salesforce are a set of criteria that determine how cases are assigned to users or queues. These rules ensure that cases are routed to the appropriate team or individual based on specific characteristics or attributes of the case. ... After executing your test cases, analyze the assignment results and fine-tune your ...
Email-to-Case Best Practices: Case Assignment Rules, Queues & Auto
Case sorting works on a set of rules you build and will sort in the order you provide. So, it helps to think of your most important cases first, and then sort in that order. Case Assignment Rules are going to look at the Web Email of the person who has sent the email and match them to a Contact Record.
Automate Case Management
For entry criteria, select Case: Case Reason equals Installation. One of the many useful things about case assignment rules is that you can determine how cases are assigned based on fields from records other than cases. For example, you can choose case assignment based on fields from accounts, contacts, assets, or users.
How are federal judges assigned to cases?
Sometimes cases may be assigned based on geographical considerations. For example, in a large geographical area it may be best to assign a case to a judge located at the site where the case was filed. Courts also have a system to check if there is any conflict that would make it improper for a judge to preside over a particular case.
7
The 'non-OT' theory of case assignment in RRG is a version of dependent case theory that assigns nominative, accusative, absolutive and ergative case in terms of the ranking of actor and undergoer, while its OT-based counterpart defines accusative, ergative, dative and instrumental case with reference to (non-)macrorole status, conflates ...
Case Assignment Rule in Salesforce
In conclusion, Salesforce's case assignment rules let us automatically allocate incoming cases to the right sales team members or queues based on predefined criteria. Both Salesforce Classic and Salesforce Lightning provide a simple procedure to create a case assignment rule which will help our sales team work more effectively and efficiently.
Intelligent Case Assignment Rules in Salesforce
Case Receipt and Logging: Log and track customer cases in Salesforce. AI-Driven Case Triage: Utilize Q-assign's AI capabilities to categorize and prioritize cases. Automated Case Assignment: Implement dynamic rules for distributing cases to appropriate agents. Agent Response and Handling: Enable agents to efficiently manage cases, informed by ...
Conference Acts to Promote Random Case Assignment
Published onMarch 12, 2024. The Judicial Conference of the United States has strengthened the policy governing random case assignment, limiting the ability of litigants to effectively choose judges in certain cases by where they file a lawsuit. The policy addresses all civil actions that seek to bar or mandate state or federal actions ...
Case assignment
In syntax, case assignment is used if case is assigned to an argument by a head, in particular a verb or a preposition, or by INFL (see structural case). Comments. Such a head is called a case-assigner. V and P assign case to their complement positions, in some languages subject to structural conditions, e.g. government and adjacency. INFL on the other hand assigns case to its specifier (the ...
Law Professors Say Judicial Conference's Guidance on Case Assignment
The case assignment policy, which does not apply to criminal cases, takes its support from district court case management tools that are codified at 28 U.S.C. § 137(a) enabling a court with more ...
How to Apply Case Assignment Rules in Flow
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 ...
LCR 82. Case Assignment Area
Juvenile Offender cases and Involuntary Treatment Act cases are all designated to the Seattle Case Assignment Area. Civil cases filed prior to September 1, 1995 and criminal cases filed prior to June 1, 1996 are defaulted to the Seattle Case Assignment Area unless otherwise ordered by the Court. (2) Where Proceedings Held.
Writing a Case Analysis Paper
For a case analysis assignment, your professor will often ask you to examine solutions or recommended courses of action based solely on facts and information from the case. Case study can be a person, place, object, issue, event, condition, or phenomenon; a case analysis is a carefully constructed synopsis of events, situations, and behaviors ...
7.11.2 EP Case Assignment Guide
The VC screening groups assign case grades to VC applications by applying the criteria in IRM 7.11.2.6, EP Voluntary Compliance Case Grading Criteria. During the processing of the VC case, the grade can be adjusted, using the factors in IRM 7.11.2.6.1, Case Grade Adjustments, if the case requires additional technical analysis.
PDF In the Indiana Supreme Court
particular circumstances of a case warrant selection of a special judge by the Indiana Supreme Court, that situation shall be certified to the Indiana Supreme Court for selection of a special judge. LR39-AR-21 Assignment & Reassignment of Criminal Cases . A. Except as herein set forth, all misdemeanor cases shall be filed in the Jefferson ...
Charlevoix County seeks to combat the revolving door of substance ...
The court's assignment clerk has now been elevated to case manager for the program. "Cheboygan County has a recovery court and my counterpart there has been extremely helpful.