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.

Setup Icon

  • 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]

Add Queue Members

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.
  • Click Save & New .

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

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 .

Rename the Automated Case User to System

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

App Launcher Icon

  • 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 the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

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

  • Salesforce Help : Rules
  • Salesforce Help : Create Queues
  • Salesforce Help : Set Up Assignment Rules

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Case Management Best Practice Guide

salesforce case assignment rules on update

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IMAGES

  1. Tutorial 21 : Case Assignment Rules in Salesforce

    salesforce case assignment rules on update

  2. Salesforce: Case Assignment Rules and Case After Update trigger (2

    salesforce case assignment rules on update

  3. Create Case Queues and Assignment Rules

    salesforce case assignment rules on update

  4. How to Apply Case Assignment Rules in Flow

    salesforce case assignment rules on update

  5. How to Apply Case Assignment Rules in Flow

    salesforce case assignment rules on update

  6. How to Apply Case Assignment Rules in Flow

    salesforce case assignment rules on update

VIDEO

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  2. 5 Tips for Effective Data Entry in Salesforce

  3. Case Assignment Rule in Salesforce

  4. Create Case Queues and Assignment Rules || Set Up Case Escalation and Entitlements || Challenge 2

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