how to get case assignment rules in salesforce

About 15 mins

Create Case Queues

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

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Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

• From Service Setup, enter Queues in the Quick Find box and select Queues .
• Click New  and complete the queue details.
• Label: Product Support Tier 1
• Queue email: [email protected]
• Supported Objects: select Case and click Add .
• Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
• Click Save .
• From the Queue   page, click New  and complete the queue details.
• Label:   Product Support Tier 2
• Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

• From the Queues page, click New .
• Enter the queue details.
• Label: Inquiry
• Queue Email: [email protected]
• Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

• From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
• Click New  and enter the rule details.
• Rule Name: Standard Case Assignment
• Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

• Click the Standard Case Assignment link.
• Under the Rule Entries, click New  and enter the details.

• Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

• Enter the details.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

• Enter Support Settings in the Quick Find box and select Support Settings .
• Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

• Click the Contacts tab.
• Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
• In the Cases   related list, click New .
• Select a record type: Product Support .
• Click  Next  and enter the case information.
• Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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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.

Related articles:

• 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

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Best Practices for Optimizing Case Assignment Rules in Salesforce

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

Understanding Salesforce assignment rules

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

There are two types of assignment rules in Salesforce:

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

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

The need for optimization

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

Best practices for Salesforce assignment

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

Advanced Salesforce assignment techniques

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

Streamlining Salesforce case routing

Salesforce case routing logic.

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

Caseload balancing

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

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

Case escalation and reassignment strategies

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

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

Configuring and customizing assignment rules

Salesforce rule configuration instructions.

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

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

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

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

Enhancing case management efficiency: Salesforce support cases best practices

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

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

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

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

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Case Assignment Rules in Salesforce

A case can be assigned in various ways, either manually or in accordance with assignment criteria.

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.

Table of Contents

Case assignment in Salesforce is the process of allocating a case to a certain team or teammate within an organization.

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

This helps manage the case management procedure, speed up responses, and boost customer satisfaction. It also enhances general effectiveness and customer service.

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

How to create case assignment rule in Salesforce

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

1. Log in to your Salesforce account and go to  Setup . In the Quick Find box, type  Assignment Rules , then select  Case Assignment Rules located under Services.

2.  Click  New  to create a new case assignment rule.

3. Enter a  Rule Name  for the case rule. Here, I create the Rule “High Priority Case” . 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. Click  Save  to save the rule.

4. Select the Rule Name and open it to add case assignment rules. Click New to create multiple rule entries under this rule. Set the Rule Order in which these rule entries will be processed.

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” .

Specify the user or queue to whom we assign the case when it meets the criteria. Here, I assign it to the “User”. Optionally, we can also choose the email template for the case assignment rule.

In addition, we can select predefined case teams and replace existing predefined case teams. Click  Save  to save the case assignment rule.

5.  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.

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

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

Read How to Enable Email to 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.

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

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 .

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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How to Apply Case Assignment Rules in Flow

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

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

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

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

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

How to Use the Action

1-  Install the action using the installation links below.

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

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

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

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

Installation Links

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

Use this link to install in sandbox environments.

25 Comments

Is that a future method or synchronous?

It is synchronous.

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

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

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

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

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

You are welcome!

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

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

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

Yumi, waiting for your response.

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

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

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

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

I am glad that you found it useful!

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

I am glad that you liked it Nadia!

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

You are welcome Andy. Here is the code:

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

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

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

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

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

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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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AssignmentRules

File suffix and directory location.

Assignment rules for an object have the suffix .assignmentRules and are stored in the assignmentRules folder. For example, all Case assignment rules are stored in the Case.assignmentRules file.

AssignmentRules components are available in API version 27.0 and later.

AssignmentRule

Specifies whether the rule is active or not and its definition. Rules are processed in the order they appear within the AssignmentRules container.

Represents the fields used by the rule.

Declarative Metadata Sample Definition

The following is an example file showing two assignment rules on the Case object:

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File .

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Home » Article » 5 Essential Questions Salesforce Admins Must Ask for Effective AI Solutions

• 5 Essential Questions Salesforce Admins Must Ask for Effective AI Solutions

You know artificial intelligence (AI) is officially everywhere when your 73-year-young mother asks you if AI can create a birthday card design for one of her friends. Which is another way of saying, it’s most likely crept into your business conversations with stakeholders and users. If not, then let’s be proactive Salesforce Admins and get ahead of the game by looking at five questions you should ask your business to build amazing AI solutions in Salesforce.

But let’s not get ahead of ourselves. First, what are the AI tools admins have at their disposal? 

Let’s start with Prompt Builder in Salesforce, which is used to integrate generative AI into various workflows, enhancing user efficiency and customizing interactions through AI-generated content. Users can create different types of prompt templates, such as Sales Email, Field Generation, and Flex, which are adaptable to various data types and use cases within the Salesforce Platform. 

These templates leverage customer relationship management (CRM) data and can be invoked via Salesforce’s platform tools, allowing users to generate personalized communications and content dynamically. The management and customization of these templates involve a user interface (UI) where admins can revise and perfect templates based on feedback and performance, ensuring the AI outputs meet the desired standards and effectiveness.

Next, we have Einstein Copilot which enables users to interact with the system using natural language to perform tasks and retrieve information, effectively enhancing productivity by drawing answers from secure company data. The tool is embedded within the Salesforce ecosystem, respecting existing access controls and integrating with the Einstein Trust Layer for ethical and secure AI operations. 

Users can engage in conversational exchanges with Copilot, asking questions and receiving context-aware responses, thus simplifying tasks like summarizing deals or drafting emails without needing advanced technical skills. Unlike Einstein Bots, which require extensive setup and operate on rigid rules, Einstein Copilot offers a more user-friendly and flexible approach, utilizing a large language model (LLM) to understand and respond to user requests in a conversational manner.

Now that we have that aside, let’s look at the five questions Salesforce Admins need to ask of their organization and its stakeholders so we can build the best, most powerful tools for our users.

1. Which mundane tasks are driving your team bonkers?

So, why are we asking this question when we could just be building cool prompts?! This is going to help us build the most useful AI solution first. 

Repetitive tasks, like sending emails for sales and service people, can add to frustration. Especially if they need to draw information from the record and offer a personalized voice in that email. Because, let’s be honest, templates work only some of the time, and most users end up customizing the output right away. Look for answers that will guide you to create the most useful prompts in Prompt Builder first, like a post-meeting follow-up thank you message.

2. How painful is it to quickly catch up on a customer record?

You probably know where I’m going with this question, but it’s the details in the answer that we really need. Do they want a summary text field on the record? And if so, which information is important? This will help you correctly ground your prompt to pull the right data in and build a summary they are expecting.

3. Are we missing the mark on collecting important data?

As Salesforce Admins, we can build some pretty sweet prompts. But if the answer to question #2 is “give me a summary of the last five customer interactions based on activities logged”, however, there is no enforcement on logging activities. Well, then the summary isn’t going to give the desired result. 

The goal with this question is for us to help the organization prioritize and enforce good data collection so that our prompts perform!

4. How can similar data turbocharge your decision-making?

Here’s where it gets interesting. If you’re in sales, finding opportunities similar to the one you just nailed can be invaluable. Or, if you’re in customer service, quickly pulling up all records for a frequent caller can save the day. 

This isn’t just about speed; it’s about making connections faster and more accurately.

5. What does success look like, and how do we track it?

It’s super easy as an admin to get caught up in rolling out a new feature or building in the latest technology. But it’s important to think about your rollout plan, your training, and how you want to evaluate the success of your prompts and Copilot actions. 

Even more important is making sure that your stakeholders agree with the plan and what success looks like. Now for some or many of your users, using an AI feature could be intimidating, which means it might not be for everyone at first. A core group of engaged early adopters who represent the larger user base will be key to helping you refine and track each feature.

Solve simple solutions along the way

It’s important to remember that there are some easy solutions we can give our users when having an AI conversation. 

For example, with question #1, let’s say your sales users answer with “I’d ask Einstein to give me my top five opportunities closing this week every day.” This is an opportunity for you to go back and offer up a list view with global variables to your sales org as a quick win. Sure, Einstein can offer that in a prompt, but now you’re saving your user from asking the same prompt every time and getting them right to the answer.

The same can be said if they find themselves asking Einstein for all the opportunities or cases related to a single Account. This could be a signal that a page layout needs to be refreshed. Maybe think about how you can use Dynamic Pages to show that relevant related list higher on the record, or on mobile. That will free up the user to have a deeper, more meaningful interaction with Einstein, so you are building better solutions.

Ready to put Einstein to action? We launched the #BuiltWithEinstein Quest to help you show off your creative AI use cases to the community for a chance to win* a Dreamforce pass or a custom #BuiltWithEinstein T-shirt! *Official rules apply. See the Trailblazer Quests page for full details and restrictions.

It’s simple. You’ll build a prompt with Prompt Builder or an action with Copilot Builder and share your use case in a screen-recorded video on X or LinkedIn with the hashtag #BuiltWithEinstein.

Visit the #BuiltWithEinstein website to view custom Einstein actions and prompts built by Salesforce Admin Evangelists and Developer Advocates. 

Learn more about the #BuiltWithEinstein Quest and be sure to complete it by June 30, 2024.

• Salesforce Site: Einstein Copilot
• Salesforce Admins Blog: Introducing Prompt Builder: Activate Prompts in the Flow of Work
• Salesforce Admins Blog: Get Hands On with AI and Showcase What You’ve #BuiltWithEinstein
• Salesforce Admins Podcast: Introduction to Einstein Copilot with Gary Brandeleer
• Salesforce Admins Blog: Harness Copilot Analytics and AI for Organizational Success

Mike Gerholdt

Mike Gerholdt is the Senior Director of Salesforce Admin Evangelism at Salesforce. He is part of a group of World-class Admin Evangelists who are helping Salesforce Admins realize their dreams by being technology leaders and advancing their careers.

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Feature impact.

• User Management Administration
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• User Fields
• Considerations for Creating Experience Cloud Site Users
• Grant Portal Super User Access to Customer Users
• Set Custom Site Roles
• Reset an External User’s Password for Experience Cloud Sites
• Give External Experience Cloud Site Members Login Information
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• Membership Processing Best Practices
• Use Custom Visualforce Error Pages for Authenticated Users
• Partner User Profile
• Partner User Roles
• Grant Super User Access to a Partner User
• Set Partner Username Uniqueness Requirement to the Org Level
• Enable Leads for Visualforce Sites
• Assign Cases to Partners
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• Sharing Considerations for Using Account Role Optimization in...
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• About High-Volume Community or Site Users
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• Enable User Self-Deactivation
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• Enable Contactless Users
• Enable Enhanced Profile List Views
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• Enable the Email Domain Allowlist
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• Set the Org-Wide Sharing Defaults for User Records
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• Personal User Information Policies and Timelines
• Personal User Information Considerations
• Show Nicknames Instead of Full Names in an Experience Cloud Site
• Share Personal Contact Information Within Experience Cloud Sites
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• View Your Organization’s User Licenses
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• Comparing Security Models
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• Verify Access for a Particular Field
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• User Access Policy Considerations
• Standard Profiles
• Create and Edit Profile List Views
• Edit Multiple Profiles with Profile List Views
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• View a Profile's Assigned Users
• Assign a Default Experience to a User Profile
• View and Edit Assigned Apps in Profiles
• Assign Record Types and Page Layouts in Profiles
• How Is Record Type Access Specified?
• View and Edit Login Hours in Profiles
• Restrict Login IP Addresses in Profiles
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• Edit Session Settings in Profiles
• App and System Settings in the Enhanced Profile User Interface
• Edit Object Permissions in Profiles
• Enable Custom Permissions in Profiles
• Set Field-Level Security for a Field on All Profiles
• Search in the Enhanced Profile User Interface
• Guidelines for Creating Permission Sets and Permission Set Groups
• Create Permission Sets
• Enable Object Permissions in Permission Sets
• Enable User Permissions in Permission Sets
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• Set Field-Level Security for a Field on All Permission Sets
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• Tab Settings
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• Create a Flow That Can Activate or Deactivate a Session-Based...
• View Permissions Enabled in a Permission Set or Permission Set Group
• See the Count of Permission Set Groups a Permission Set Is Added To
• Work with Permission Set Lists
• Search Permission Sets
• Report on Custom Permission Set and Permission Set Group Assignments
• Add Permission Sets to a Permission Set Group
• Remove Permission Sets from a Permission Set Group
• Assign Permission Set Groups to Users
• Mute a Permission in a Permission Set Group
• Permission Set Group Muting Dependencies
• Permission Set Group Status and Recalculation
• Permission Set Groups from Managed Packages
• Permission Set Groups Considerations
• Create Session-Based Permission Set Groups
• Allow Users to Activate or Deactivate a Session-Based Permission Set...
• Permission Set Groups and Combined Permissions View
• Permission Set Group FAQs
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• Create a Connected App for the Tooling API
• Create an Authentication Provider for the Tooling API
• Update the Callback URL in the Connected App
• Create a Named Credential for the Tooling API
• Create a Permission Set to Use the Named Credential
• Download the User Access and Permissions Assistant Package
• Assign the Helper App Access Permission Set
• Create a Permission Set with Required Permissions for the User...
• Set User Authentication for the Tooling API Credential
• Analyze User Permissions
• Analyze Object Permissions
• Analyze Permission Set Groups
• Convert a Profile to a Permission Set
• Report on Permission Assignments by User
• Assign or Unassign Permission Set Groups
• Create a Permission Set Group with the User Access and Permissions...
• Modify a Permission Set Group with the User Access and Permissions...
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Manage Users and Data Access

One of the most important administrative tasks is setting up and keeping your users up to date with the permissions and access that they require to perform their everyday tasks. Salesforce provides a variety of features and tools so that you can customize your data access setup for internal and external users.

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• Manage Users In Salesforce, each user is uniquely identified with a username, password, and profile. You can have internal users, such as employees, who log in to Salesforce. You can also have external users who log in to Experience Cloud sites and guest users who don’t have login credentials.
• Control Who Sees What Salesforce data sharing lets you expose specific data sets to individuals and groups of users. Permission sets, permission set groups, and profiles provide object-level and field-level security by controlling access. Record-level sharing settings, user roles, and sharing rules control the individual records that users can view and edit.
• Set Up Your Users’ Object, User, and Field Permissions Salesforce provides a flexible, layered data sharing design so admins can control user access to data. Use profiles to configure default settings and layouts, then use permission sets and permission set groups to grant object, user, and field permissions. Salesforce also provides tools to automate, migrate, or report on your users’ permission assignments.
• Set Up Record Access for Your Users As part of your data management setup, configure the access that your users have to records that they don’t own through organization-wide defaults, the role hierarchy, sharing rules, manual sharing, and other features. Sharing settings respect the object permissions that you configure for your users using permission sets.
• Additional Features that Control Data Access Salesforce offers many optional features that allow you additional control over what data your users can access. As you decide which features to configure for your Salesforce org’s data access strategy, review these features and their applications.
• Who Can See What in Experience Cloud Sites Experience Cloud sites contain different user types who require varying levels of access. What users can see in a site depends on their user type and which tabs the administrator selects when creating the site. This topic offers a set of tables that describes what users with different access levels can see and do with different site features.
• Securely Share Your Experience Cloud Sites with Guest Users Experience Cloud sites help you connect with customers and partners. When building your site, you can use various settings and permissions to protect your data and your customers’ data, and publicly share the site with guest users. Keeping your data secure is a joint effort between you and Salesforce.
• Troubleshooting User Access Issues and Insufficient Privileges Errors Review this guidance if you or one of your users is experiencing insufficient or unexpected access for an object, record, field, or feature in Salesforce.

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