how to use assignment rule in salesforce

Salesforce is closed for new business in your area.

About 15 mins

Create Case Queues

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

Challenge +100 points

Create Case Queues and Assignment Rules

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

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

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

Now, create the Inquiry queue for inquiry cases.

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

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

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

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

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

Create and customize a Case Assignment Rule by entering the rule details.

Click Save & New .

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

Enter the details.

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

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

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

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

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

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

Using apex:repeat in Visualforce Page

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

Assignment rules in Salesforce

By Ankush Dureja in salesforce

December 6, 2018

Page Contents

What are assignment rules in salesforce ?

Assignment rules in salesforce are used to automatically assign lead or Case to owner( User Or Queue ). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.

Types of assignment rules

There are two type of assignment rules

Lead Assignment Rules

Case assignment rules.

Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard.

Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Create or Setup assignment rules

From Setup, enter Assignment Rules in the Quick Find box, then select either Lead Assignment Rules or Case Assignment Rules .
Choose New , and then give the rule a name. Specify whether you want this to be the active rule for leads or cases created manually and via the web and email. Then click Save .
To create the rule entries, click New . For each entry, you can specify:
Order : Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.
Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, “High”) ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry will be deleted automatically if the custom field is deleted.
User : Specifies the user or queue to which the lead or case will be assigned if it matches the condition. Users specified here cannot be marked “inactive” and they must have “Read” permission on leads or cases.
Do Not Reassign Owner : Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
Email Template : We can specifies the template to use for the email that is automatically sent to the new owner. If no template is specified, no email will be sent. When assigning a lead or case to a queue, the notification goes to the Queue Email address specified for the queue and all queue members.
Predefined Case Teams : Specifies the predefined case team(s) to add to a case when it matches the condition. A case team is a group of people that work together to solve cases.
Replace any existing predefined case teams on the case : Specifies that any existing predefined case teams on the case are replaced with the predefined case teams on the condition, when a case matches the condition.

After creating the entry, click Save , or Save & New to save the entry and create more entries.

Assignment Rule Example

Following is sample Case assignment rule which assigns case to different queues based on Billing Country, Account SLA and customer type:

For more details about assignment rules please refer to assignment rules official link.

Assignment rules in Salesforce trailhead

Good luck for creating Assignment rules in Salesforce 🙂

Assignment rules , Assignment rules Salesforce , Case Assignment rules , Lead Assignment Rules , salesforce , sfdc

Ankush Dureja

Permanent link to this article: https://www.sfdcpoint.com/salesforce/assignment-rules-in-salesforce/

Skip to comment form

Stremove.com on August 2, 2020 at 9:10 am

Case Assignment Rules Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Dayene on August 25, 2020 at 7:01 pm

Hi! What about when I want my assignment to change when the Lead status is changed? I’ve created two criterias. First when the status is new and second when the status has other values. But when the Lead is updated and the status changes the assignment doesn´t follow this change and it does not assignment the Lead Owner correctly. Thanks.

Vrushabh LEngade on October 27, 2020 at 3:51 pm

Use Escalation Rules and escalate the case to another user or queue

subhasini on December 23, 2021 at 6:19 pm

Hi Ankush Dureja, there is a interview question on assignment and the question is : What will happen if the user becomes inactive(or user is deactivated) on whom the rule is assigned. Please reply me ASAP

Leave a Reply Cancel reply

Your email address will not be published.

TOTAL PAGEVIEWS

SFDC Share Point

Our Facebook page

https://www.facebook.com/sfdcpoint

Made with by Graphene Themes .

Privacy Overview

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

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

Snowflake Scales Account Based Plays with LeanData Revenue Orchestration

Clockwise Supports PLG Motion with LeanData Revenue Orchestration

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

How to Define Assignment Rules

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

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

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

Criteria for Lead Assignment Rules

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

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

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

How to Create Salesforce Lead Assignment Rules

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

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

Why Are Your Salesforce Lead Assignment Rules Not Working?

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

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

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

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

Assignment Rule Examples

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

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

How LeanData Simplifies Salesforce Lead Assignment

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

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

salesforce-lead-assignment-rules-example

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

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

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

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

lead assignment rules
lead assignment rules salesforce

Ray Hartjen

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

How to Automate Lead Routing in Salesforce

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

Salesforce Lead-to-Account Matching, the Easy Way

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

10 Best Lead Assignment Tools for Revenue Teams (2024)

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

Product Overview
Select Accounts
Assign Accounts
Optimize Coverage
Dynamic Books
RevOps Resources
Documentation

How to use Salesforce lead assignment rules

When your organization gets to the point that you have a) leads coming in on a regular basis and b) multiple sales reps, you quickly realize you need a way to divide up those leads among your reps. If you're using Salesforce, you may have noticed a built-in feature called Lead Assignment Rules. Sounds perfect, right? Sort of. We'll walk you through it.

Here's our agenda:

The basics of lead assignment rules

Matching and assigning with rule entries

Issues and challenges with lead assignment rules

The basics of lead assignment rules in Salesforce

Let's take a look at lead assignment rules in Salesforce. Go to your Salesforce org's Setup section and search for "lead assignment" in the Quick Find box. You'll find these buried under Feature Settings > Marketing > Lead Assignment Rules. If you don't see it, make sure you have permissions for "View Setup and Configuration" and "Customize Application".

Unique names - Every lead assignment rule has a unique name [1].
A lead assignment rule is really a list of "rule entries" - Salesforce calls each of the individual rules in the list a "rule entry" [2]. Each rule entry allows you to say something along the lines of: "if a lead meets these criteria, assign it to this user (or queue - more on that in a moment)".
Rule entry order matters - The list of rule entries [2] is processed in a specific order you define. Salesforce will process each rule entry until it finds a match. Once it finds a match, it will assign the lead based on how the rule entry is configured.
Only one active rule at a time - You can only have one lead assignment rule set to active [3].

Now that we've got a decent idea about what a lead assignment rule looks like, let's dive into rule entries.

Every rule entry has three parts:

Order - This is a number that indicates where the entry exists in the list. Rule entries are evaluated starting at 1 and then processing until one of the rules matches.
Matching Criteria - Leads are compared to the matching criteria for each rule to determine if the lead matches. The first rule that matches is used to determine assignment.
Assignment - This tells Salesforce what you want to do once a lead has matched the matching criteria. Usually, you'll tell Salesforce to assign it to a user or a queue.

Order is pretty straightforward. The complexity really lies in matching criteria and assignment. let's spend some time on those.

Matching criteria

There are two types of matching criteria: filter criteria and formulas. You'll probably use filter criteria the most, so let's start with that one:

Salesforce lead assignment rule entry with filter criteria

One key limitation is that you can only configure criteria using fields from the lead, the current user, and the campaign associated with the lead.

Here's what it looks like to create a formula rule entry:

Salesforce lead assignment rule entry with formula

hbspt.cta._relativeUrls=true;hbspt.cta.load(8216850, 'e84fc167-06c5-4b7b-bb34-42ccff0e2db4', {"useNewLoader":"true","region":"na1"});

Let's go back to the rule entry screen and focus on the assignment section:

Salesforce lead assignment rule user and queue assignment

So, what's the difference between a user and a queue?

User - In business terms, this is a particular sales rep who will be responsible for managing the lead. In technical terms, this is an active Salesforce user configured in your Salesforce org.
Queue - A Queue is a list of records (usually Leads, but not always) that are accessible to a specific group of users. Each of those users can take ownership of a record from the queue, removing it for the others. When you assign ownership of a Lead to a Queue, you're effectively making it first-come, first-serve for a group of users. This is not the same as a "round-robin" assignment where you assign the Lead to one person from a list of users.

There's one last thing to know about assigning ownership. Note the checkbox labeled "Do not Reassign Owner"[3]. This controls what happens when a lead is updated and matches the criteria. If this is checked, the assignment will essentially be ignored. Use this to prevent toggling users back and forth.

The last field, "Email Template" [4] allows you to specify a particular email template to use for notifying the new assignee when the assignment is complete.

Issues and challenges

Lead Assignment Rules are a reasonable choice for a small team with simple rules. They work and the only cost to you is the administrative overhead of creating and maintaining them. Unfortunately, they're extremely limited and don't cover many common use cases. They also become very brittle as your team size and lead velocity increase. Here are a few common issues and challenges:

Leads only - They only apply to the Lead object (there are Case Assignment Rules for Cases, but that's it). This may make them a poor fit for your sales process if you need to do lead-to-account matching or you're pursuing an account-based strategy . If you need to assign other things besides Leads, you'll need to try a more flexible automation solution like Flow .
Hard to test - Unlike Process Builder or Flow, your Lead Assignment Rules don't provide any form of versioning or debugging so it's hard to test them without just doing it live.
Hard to audit - There's no record of why a lead was assigned in a particular way. You'll have to go look through your rule entries to figure it out. This can quickly get painful as the number of rules increases.
One rule at a time - If your company has very different rules for different leads (e.g. from different campaign sources or applicable to different product lines), it can be very challenging to craft your rule entries in a way that handles more than one lead routing flow.
No round-robin - It's technically possible to do a very poor version of round-robin with Lead Assignment Rules, we don't recommend it. It's extremely brittle and will break without lots of maintenance.

Where to go from here?

If you've got a small team with simple processes, give Salesforce lead assignment rules a try; they may give you just what you need. If you find yourself needing to assign other objects besides Leads, perform round-robin rep assignments or maintain a full audit trail, you might want to consider Gradient Works.

Hayes Davis

Hayes Davis is co-founder of Gradient Works. Previously, Hayes was SVP of Revenue Operations at Cision, where he ran a global team of 50 supporting nearly 600 sellers. He was also co-founder and CEO of Union Metrics until its successful acquisition by TrendKite in 2018. Hayes has a background in computer science.

CONNECT WITH ME

How to Create Assignment Rules in Salesforce

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

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

Assignment rules description

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

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

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

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

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

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

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

Assignment rules and Queue creation

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

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

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

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

To create a Case assignment rule do the following:

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

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

We hope that this post was informative for you.

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

Rate the article

3.2 / 5. 13

Service Console and Case Management with Salesforce Lightning

Would you like to try something new and truly amazing? Of course you would! How about the Salesforce Service Console in Lightning Experience, now available in the Spring ’17 Release? I can feel your excitement. So, let’s start!

Salesforce Experience Cloud Winter 19 Release Notes

We are happy to introduce you to the best new Winter 19 Community Cloud features.

Summer 18 Release Notes Overview

Read about the best five Salesforce Summer 18 Community Cloud features!

ChatableApps

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

Leave a Reply Cancel reply

Your email address will not be published. Required fields are marked *

Save my name, email, and website in this browser for the next time I comment.

Automation Champion

Automating Salesforce One Click at a Time

Running Lead Assignment Rules From Salesforce Flow

Last Updated on February 14, 2022 by Rakesh Gupta

To understand how to solve the same business use case using Process Builder . Check out this article Getting Started with Process Builder – Part 49 (Running Lead Assignment Rules From Process Builder) .

Big Idea or Enduring Question:

How do you run the lead assignment rule from the Salesforce flow? Lead assignment rules allow us to automatically assign Leads to the appropriate queue or user. A Lead assignment rule consists of multiple rule entries that define the conditions and order for assigning cases. From a Salesforce User interface, a user can trigger assignment rules by simply checking the Assign using the active assignment rules checkbox under the optional section.

The problem arises when you need to insert or update the Leads from Salesforce Flow and wants to trigger assignment rules. Using the Salesforce Flow a Lead will be inserted or updated but the assignment rule will not be triggered as there is no check box to use the organization’s assignment rule or a prompt to assign using the active assignment rule.

Let’s start with a business use case.

Objectives:

After reading this blog post, the reader will be able to:

Running the lead assignment rules from Salesforce Flow
Understand @InvocableMethod Annotation
How to call an Apex method using Salesforce Flow

Business Use Case

Pamela Kline is working as a System administrator at Universal Containers (UC) . She has received a requirement from the management to update the following Lead fields when Lead Source changed to Partner Referra l .

Status = Working – Contacted
Rating = Hot

As data changed by the process, she wants to fire the assignment rule as soon as the process updates the lead record.

Automation Champion Approach (I-do):

Guided Practice (We-do):

There are 4 steps to solve Pamela’s business requirement using Salesforce Flow and Apex. We must:

Setup a lead assignment rule
Create Apex class & Test class
Define flow properties for record-triggered flow
Add a decision element to check the lead source
Add an assignment element to update status & rating
Add a scheduled path
Add a decision element to check if lead source changed
Add action – call an Apex class to invoke lead assignment rule

Step 1: Setting Up Lead assignment Rule

Click Setup .
In the Quick Find box, type Lead Assignment Rules .
Click on the Lead Assignment Rules | New button .
Now create an assignment rule, as shown in the following screenshot:

Step 2: Create an Apex class and Test class

Now, we have to understand a new Apex annotation i.e . @InvocableMethod . This annotation lets us use an Apex method as being something that can be called from somewhere other than Apex . The AssignLeadsUsingAssignmentRules class contains a single method that is passing the ids of the Leads whose Lead Source changed to Partner Referral . Create the following class in your organization.

In the Quick Find box, type Apex Classes .
Click on the New button .
Copy code from GitHub and paste it into your Apex Class.
Click Save.

Step 3.1: Salesforce Flow – Define Flow Properties for Before-Save Flow

In the Quick Find box, type Flows .
Select Flows then click on the New Flow .
How do you want to start building : Freeform
Object : Lead
Trigger the Flow When : A record is created or updated
Condition Requirements: None
Optimize the Flow For : Fast Field Updates
Click Done .

Step 3.2: Salesforce Flow – Using Decision Element to Check the Lead Source

Now we will use the Decision element to check the lead source to ensure that it is equal to Partner Referral.

Under Toolbox , select Element .
Drag-and-drop Decision element onto the Flow designer.
Enter a name in the Label field; the API Name will auto-populate.
Under Outcome Details , enter the Label the API Name will auto-populate.
Resource: {!$Record.LeadSource}
Operator: Equals
Value: Partner Referral
When to Execute Outcome : Only if the record that triggered the flow to run is updated to meet the condition requirements

Step 3.3: Salesforce Flow – Adding an Assignment Element to Update Rating and Status

Drag-and-drop the Assignment Element element onto the Flow designer.
Enter a name in the Label field- the API Name will auto-populate.
Field: {!$Record.Rating}
Add Condition
Field: {!$Record.Status}
Value: Working – Contacted

Click Save .
Enter Flow Label the API Name will auto-populate.
Click Show Advanced .
API Version for Running the Flow : 53
Interview Label : Record-Trigger: Lead Before Save {!$Flow.CurrentDateTime}

Step 4.1: Salesforce Flow – Define Flow Properties for After-Save Flow

Field : Lead Source
Operator: Euqals
Optimize the Flow For : Action and Related Records

Step 4.2: Salesforce Flow – Add Scheduled Paths

Under SCHEDULED PATHS , click on the New Scheduled Path .
Under Scheduled Path Details , enter the Label the API Name will auto-populate.
Time Source : Lead: Last Modified Date
Offset Number : 1
Offset Options : Minutes After

Step 4.3: Salesforce Flow – Adding an Action to Call Apex class to Trigger Lead Assignment Rule

Drag-and-drop the Actions element onto the Flow designer.
Select the AssignLeadsUsingAssignmentRules Apex class.
Field: LeadIds
Value: {!$Record.Id}

Interview Label : Record-Trigger: Lead After Save {!$Flow.CurrentDateTime}

Proof of Concept

Now onward, if a business user updates the Lead Source to Partner Referral , Process Builder will automatically update Status , Type , and Assign it to the right user or queue based on the lead assignment rule.

Monitor Your Schedule Flow

To monitor Flows that are scheduled, navigate to the following path:

Navigate to Setup (Gear Icon) | Environments | Monitoring | Time-Based Workflow .

Use the Delete button to delete the time-based Flow job from the queue.

Formative Assessment:

I want to hear from you! What is one thing you learned from this post? How do you envision applying this new knowledge in the real world? Let me know by Tweeting me at @automationchamp , or find me on LinkedIn.

Submit Query!

Easiest Way to Make Screen Component Read Only

Choose Running User for Platform Event-Triggered Flows

Automatically Refresh Your Salesforce Dashboard Every Hour or Minute

9 thoughts on “ running lead assignment rules from salesforce flow ”.

It ran repeatedly, every minute, over and over again. I was getting notification email every minute when testing. I did the same steps as you mentionned, with a record triggered flow containing the apex action.

I found that this ran repeatedly, every minute, over and over again. Was easy to spot because I modified the Apex to include sending the user notification email as well – so I was getting notification email every minute when testing.

When I updated the ‘Time Source’ in the flow scheduled path from ‘Time Source: Lead: Last Modified Date’ to ‘Time Source: When Lead is Created or Updated’ that seems to have solved the problem.

Was curious if you had the same experience or if there was some other nuance happening.

It also looks like you had originally intended to use a decision element in step 4.3 but changed that to flow entry requirements, likely because the scheduled path can’t assess the prior and current values the same way the starting node can.

Thank you for sharing your valuable feedback. I have a quick question for you: When executing the Apex class, do you utilize a Record-triggered Flow or a Scheduled-triggered Flow?

after the apex class fires, noticed the lead owner is assigned to default lead owner, instead of using lead assignment rule. Any clue?

Thank you for an excellent tutorial 🙂 you solved my problem! Very much appreciated

Anyone getting issues with an error on mass updates “Apex error occurred: System.QueryException: List has more than 1 row for assignment to SObject “? if each one is called individually, I don’t understand how there is more than 1 row for assignment. Sometimes I get an email with this error only to see that the trigger actually worked for the specified record so a bit odd. Thanks!

Thank you for the great tutorial. Why add the 1 minute wait? Is that just to take avoid too much synchronous automation? Or is it required for another reason?

You’re right Kevin (to make the process asynchronous).

Pingback: Getting Started with Process Builder – Part 49 (Running Lead Assignment Rules From Process Builder) - Automation Champion

Leave a Reply Cancel reply

This site uses Akismet to reduce spam. Learn how your comment data is processed .

Discover more from Automation Champion

Subscribe now to keep reading and get access to the full archive.

Type your email…

Cloud SYlla

Your Agile & Digital Partner

Mar 2, 2023

Understanding Assignment Rules: A Comprehensive Guide

Assignment rules are an important feature of Salesforce that help businesses automate assigning records to specific users or teams based on predefined criteria. This article will discuss assignment rules, how they work, and the benefits they provide to businesses.

What are Assignment Rules?

Assignment rules are a set of criteria that are defined by businesses to determine how records should be assigned to users or teams within the Salesforce system. These criteria can be based on several factors, such as the record type, location, record status, or the user's role or territory. For example, a company may set up an assignment rule to automatically assign a new lead to the sales rep who covers that particular region or product line.

How do Assignment Rules Work?

When a record is created or updated, the assignment rules evaluate the record based on predefined criteria. The assignment rule automatically assigns the record to the designated user or team if the criteria are met. Once the record is assigned, the user or team can work on the record.

Salesforce provides a simple wizard that enables administrators to set up assignment rules. The wizard allows administrators to define the criteria for the assignment, select the user or team to assign records to, and set up any needed notifications or escalations.

How to Set Up Assignment Rules in Salesforce

Setting up assignment rules in Salesforce is a straightforward process that requires the following steps:

Identify the criteria for record assignment - Before creating an assignment rule, businesses should first identify the criteria used to assign records. It might include the record type, location, user role, or other custom fields.

Create the assignment rule - Once the criteria have been identified, businesses can create the assignment rule in Salesforce. It involves setting up a rule that evaluates the criteria and assigns records to the appropriate user or team.

Test the assignment rule - After the assignment rule has been created, businesses should test it to ensure it is working correctly. It might involve creating test records and verifying that they are assigned to the correct user or team.

Activate the assignment rule - Testing it in Salesforce will allow it to be activated. It allows it to automatically assign records to the appropriate user or team.

Types of Assignment Rules in Salesforce

Salesforce offers two types of assignment rules: standard assignment rules and lead assignment rules.

Standard assignment rules assign records to users or teams based on predefined criteria. They can be set up for various record types, including leads, cases, and opportunities.

Lead assignment rules are specific assignment rules used to assign leads to sales reps. They evaluate the criteria for a lead, such as location or product interest, and assign the lead to the appropriate sales rep based on a round-robin or customized assignment method.

Benefits of Assignment Rules

There are several benefits to using assignment rules in Salesforce, including:

Increased Efficiency

One of the most significant benefits of assignment rules is their increased efficiency. By automating the process of assigning records, sales, and customer support teams can spend less time manually assigning leads and cases to the appropriate users or teams. They can focus on more important tasks, such as following up with leads, resolving customer issues, and closing deals.

With assignment rules, businesses can streamline their processes and reduce the time it takes to respond to customer inquiries, ultimately improving their overall efficiency and productivity.

Improved Customer Satisfaction

Another important benefit of assignment rules is the improved customer satisfaction they can provide. Businesses can automatically assign cases to the appropriate user or team to ensure that customer inquiries are handled promptly and efficiently. Customers receive faster responses to their inquiries, which can help improve their overall satisfaction with the company.

In addition, by assigning cases to users with the appropriate skills and knowledge, businesses can ensure that customer issues are resolved more effectively, further improving customer satisfaction.

Accurate Data

Assignment rules also help businesses maintain accurate data in their CRM system. By automating the process of assigning records, businesses can ensure that data is entered correctly and consistently. It means that reports and analytics generated from the data are more accurate and reliable, which can help businesses make more informed decisions.

In addition, businesses can use assignment rules to enforce data validation rules, which can help prevent incorrect data from being entered into the system.

Consistency

Another benefit of assignment rules is that they help ensure consistency in record assignments. By automating the process of assigning records, businesses can ensure that records are assigned to the appropriate user or team consistently. It reduces the risk of errors or omissions occurring when records are manually assigned.

In addition, by using assignment rules to enforce a standardized process for record assignment, businesses can ensure that records are handled consistently across different teams and regions.

Flexibility

Finally, assignment rules provide businesses with great flexibility in assigning records. Businesses can define complex rules based on various criteria, such as record type, location, or user role. Businesses can customize their assignment rules to fit their specific needs and workflows.

In addition, assignment rules can be updated or modified as needed, allowing businesses to adapt to changes in their business or industry.

Best Practices for Using Assignment Rules in Salesforce

Businesses should follow these best practices to ensure Salesforce assignment rules are working effectively:

Define clear assignment criteria: Before setting up assignment rules, businesses should define clear criteria for record assignments. It will help ensure that records are assigned accurately and consistently.

Test assignment rules before activation: Before activating assignment rules, businesses should test them to ensure that they are working correctly. It will help prevent errors and ensure that records are assigned to the appropriate user or team.

Monitor and adjust assignment rules: It is important to monitor them regularly to ensure they are working properly. Businesses should also be prepared to adjust assignment rules as needed to accommodate changes in their business or industry.

Communicate changes to users: When changes are made to assignment rules, businesses should communicate with them to ensure they are aware of any changes in their workload or responsibilities.

In conclusion, assignment rules are a powerful feature of Salesforce that helps businesses automate assigning records to specific users or teams. The benefits of assignment rules include increased efficiency, improved customer satisfaction, accurate data, and consistency.

By using assignment rules, businesses can streamline their processes, improve their overall effectiveness, and achieve their goals more efficiently.

At Cloud Sylla, our sole focus is on assisting businesses in achieving success through digital transformation. Our goal is to aid customers in making the crucial shift to digital technologies, enabling them to bolster their strategies, multi-channel distribution, and internal operations.

Comentários

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 .

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!

1 Trackback / Pingback

Integrating ChatGPT with Salesforce: A Real-Life Example

Leave a Reply Cancel reply

Your email address will not be published.

Save my name, email, and website in this browser for the next time I comment.

Marketing Cloud

Experiences

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

Search Tips:

Please consider misspellings
Try different search keywords

Assignment Rule Header

Header field name and values.

This header also gets applied when making REST API calls that indirectly result in creating or updating Accounts, Cases, or Leads. For example, if you use this header with a call that updates a record, and the update executes an Apex trigger that updates a Case, the assignment rules would be applied.

TRUE . Active assignment rules are applied for created or updated Accounts, Cases, or Leads.
FALSE . Active assignment rules are not applied for created or updated Accounts, Cases, or Leads.
Valid AssignmentRule ID. The given AssignmentRule is applied for created Accounts, Cases, or Leads.

TRUE and FALSE are not case-sensitive.

If the header is not provided in the request, the default value is TRUE .

App Building
Be Release Ready – Summer ’24
Integration
Salesforce Well-Architected ↗
See all products ↗
Career Resources
Essential Habits
Salesforce Admin Skills Kit
Salesforce Admin Enablement Kit

Home » Article » The Future of User Management | Summer ’24 Be Release Ready

The Future of User Management | Summer ’24 Be Release Ready

Summer ’24 is almost here. Learn more about user management below and check out Be Release Ready to discover more resources to help you prepare for this release.

Welcome to a new era of user management! At Salesforce, we believe in the power of community-driven innovation. Your feedback as Trailblazers is invaluable—it’s the compass that guides our continuous improvement efforts.

At TrailblazerDX ’24, our session, The Future of User Management, showed the power of community collaboration, drawing insights from our Awesome Admins. Over the past year, your feedback on the admin user access refinement journey has highlighted the need for a less overwhelming Setup, simpler troubleshooting, and fewer clicks for straightforward tasks.

At TDX, we also made some exciting announcements on how we’re improving Setup, starting with user access, as these are the most-used areas in Setup.

Our plan for improving Setup is a three-pronged approach where we have a Setup framework, improved Setup experiences, and a copilot to assist you in everyday tasks. Summer ’24 is the first release of the new Setup platform, with user access being the first customer. For all of the details on our action plan and the new Setup platform, tune into the Future of User Management on Salesforce+.

The three-pronged approach to fixing Setup, starting with user access.

What you can expect to see in Summer ’24

We know that Setup, particularly user access, has a lot of complexity and clicks, and that you spend an inordinate amount of time troubleshooting. My goal and vision from a product standpoint is that you’re able to navigate user access in under five clicks. The features we are releasing in Summer ’24 start that process, so let’s dive into them.

1. Automate and migrate access with User Access Policies

In Summer ’24, User Access Policies are now generally available (GA)! If you haven’t used User Access Policies before, they simplify your user creation process. You can activate a user access policy so that when a user is created or updated and meets the criteria you set, which can be user attribute-based or user entitlement-based, you can automatically assign access. You can assign permission sets, permission set groups, permission set licenses, managed package licenses, public groups, and queues. In addition to being able to assign access automatically, you can also mass migrate access as you have both a grant action and a revoke action.

On the user access policy, you’ll notice a new section that shows access changes. The access change feature is a brand new concept that starts to build the connection between the user and the Setup audit trail. You can expect to see more from this feature in future releases.

A user access policy that is going to be automated.

You even get to control the order in which you want the policies to trigger via the Order field on a user access policy! You will have 200 active user access policies in your org, starting in Summer ’24.

For more details on enabling and using User Access Policies, see this Help article .

2. Gain a comprehensive view with User Access Summary

What does your user have access to? You would think this is a fairly simple question to answer, but as Awesome Admins, we know it’s not. We’re excited to announce the User Access Summary in Summer ’24. In ONE click you can see which user permissions (System and App) or custom permissions a user has access to, what access a user has on an object and fields, and which public groups and queues the user belongs to.

With this feature, you can swiftly get a comprehensive summary of a user’s permissions in under five clicks!

The user access summary for user Sam Oh.

3. Get all the details with Permission Set and Permission Set Group Summaries (GA)

Part of the journey to improving Setup is to make consistent experiences. You all loved the permission set and permission set group summary we released in Winter ’24. Your love of this feature is actually what sent me down the path of “let’s ‘summary’ all of the things.” What we did in Summer ’24 is move this to our new Setup component as well as add some additional features, such as custom permissions and the ability to see the permission set group summary from the groups the permission set is included in, and vice versa for the permission set group summary. This feature was previously in beta and is now GA!

The permission set summary for a permission set called Advanced Support Admin Access.

This feature will not only provide you details about the access each permission set or permission set group provides but also map out how these permission sets or permission set groups connect. We’ve even added the specific custom permissions that each permission set or permission set group is authorizing.

The permission set summary showing the new tab for custom permissions.

This update will make managing permissions much easier and clearer, helping you save time and understand access rights without the hassle.

4. See where a public group is used with the Public Group Access Summary

Determining where a public group is used has traditionally been a puzzle. In fact, it was so confusing you all created an idea for it . You might have often found yourself having to recall and examine each location where a public group could potentially be used, or alternatively, a developer might be tasked with intricate SOQL queries to uncover this information.

And for that reason, we’re happy to introduce the new Public Group Access Summary, which will dramatically simplify it all. This feature provides a detailed summary that reveals the access a public group holds, the sharing rules the public group is used in, the report and dashboard folders it grants access to, the other public groups this one is included in, and the list views by object that the public group grants access to.

We know this isn’t everywhere that a public group can be used, but they’re currently the most-used areas. We will make future enhancements to this feature and would love your feedback, so keep leaving comments on this idea!

Our hope is that these features save you time, help you understand user access, and generally relieve some of the frustration you have with user access and user management. We also hope all of these innovative features will show you our commitment to improving Setup, reducing clicks, and helping you do things faster.

Summer ’24 Resources

Each release brings tons of amazing new functionality and it can be a lot to digest. Throughout Summer ’24, we’ll publish blogs and videos to help you prepare to get the most out of this release! Bookmark Be Release Ready and check back regularly as we continue to add new Summer ’24 resources for Salesforce Admins.

Salesforce Help: Salesforce Summer ’24 Release Notes
Join Larry Tung and Ben Sklar at the Texas Dreamin’ conference on May 30-31, 2024, where they will speak about the future of User Management.

Cheryl Feldman

Prior to joining Salesforce as a Product Manager, Cheryl was a Salesforce customer for nearly 18 years where she held roles as a Salesforce Admin, Salesforce BA, Sales Ops Manager, Solution Architect, and Product Owner. Cheryl has always been passionate about helping Salesforce Admins and is excited that in her new role she can help bring to life some new products for Salesforce Admins. When Cheryl is not working, she loves spending time with her family and her dog, Chloe.

Permissions Updates | Learn MOAR Spring ’23
The Future of User Management
Learn MOAR in Winter ’23 with Permission Sets in Field Creation

Get Started with Einstein Copilot Custom Actions

By Gary Brandeleer | February 27, 2024

As Salesforce continues to revolutionize how users interact with the Einstein 1 Platform, Einstein Copilot is poised to provide a new and exciting layer of artificial intelligence (AI)-powered conversations for your users. Einstein Copilot is your trusted AI assistant for CRM — built into the flow of work for any application, employee, and department. With […]

Product Announcements You Might Have Missed in 2023

By Ella Marks | December 19, 2023

In the Spring ’23, Summer ’23, and Winter ’24 Salesforce Releases, Salesforce launched hundreds of new features. Make sure you’re up to date on the latest and greatest features for admins by reading about the new features admins were most excited about this year. Lightning Experience enhancements From new Dynamic Forms enhancements to the Prompt […]

Upgrade to Hyperforce with Confidence Using Hyperforce Assistant

By Sam Sharaf | August 14, 2023

Demystifying Hyperforce for admins As a Salesforce Admin, you might be wondering, what is Hyperforce? Put simply, Hyperforce is Salesforce’s new public cloud-based infrastructure designed to support Salesforce services for the future. A cloud-native architecture, Hyperforce will replace our existing first-party infrastructure and provide significant benefits to our customers, including data residency, enhanced security, availability, […]

Product Area

Feature impact.

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

Set Up Assignment Rules

Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.

Required Editions and User Permissions

From Setup, enter Assignment Rules in the Quick Find box, then select either Lead Assignment Rules or Case Assignment Rules .
Choose New , and then give the rule a name. Specify whether you want this rule to be the active rule for leads or cases that are created manually and via the web and email. Then click Save .

After creating the entry, click Save , or Save & New to save the entry and create more entries.

View and Edit Assignment Rules View and update your assignment rules to meet your business needs.

Cookie Consent Manager

General information, required cookies, functional cookies, advertising cookies.

We use three kinds of cookies on our websites: required, functional, and advertising. You can choose whether functional and advertising cookies apply. Click on the different cookie categories to find out more about each category and to change the default settings. Privacy Statement

Required cookies are necessary for basic website functionality. Some examples include: session cookies needed to transmit the website, authentication cookies, and security cookies.

Functional cookies enhance functions, performance, and services on the website. Some examples include: cookies used to analyze site traffic, cookies used for market research, and cookies used to display advertising that is not directed to a particular individual.

Advertising cookies track activity across websites in order to understand a viewer’s interests, and direct them specific marketing. Some examples include: cookies used for remarketing, or interest-based advertising.

Cookie List

IMAGES

How To Create And Manage Assignment Rules In Salesforce
Lead Assignment Rule in Salesforce
How to use Salesforce lead assignment rules
How to Add an Assignment Rule @salesforce
Create Case Queues and Assignment Rules Unit
How to create a lead assignment rules in salesforce

VIDEO

Salesforce Türkçe Öğretimi
Salesforce Restriction Rule
Salesforce Conversation Intelligence Rule for Messaging for In App and Web
Salesforce Scheduler Customization
How to create Scoping Rules in Salesforce
Case Assignment Rule in Salesforce

COMMENTS

What is Lead Routing, and How to Use Assignment Rules in Salesforce
Lead routing: The process of distributing incoming leads among sales reps. Also known as lead assignment, lead routing is usually automated. A lead routing process could be as simple as making an alphabetical list of all of your sales reps and assigning each new lead to whomever is next in line. More sophisticated systems depend on a variety of ...
Salesforce Lead Assignment Rules Best Practices and Tricks
For those who use Pardot, a prospect has to be assigned to a "Assigned User" to allow them to sync to Salesforce. Doing this, it bypasses the Salesforce Lead Assignment rule. To overcome this, the trick is to specify "Assign prospect via Salesforce active assignment rule" in form completion action or in the prospect record.
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.
Set the option 'Assign using active assignment rules' to ...
7. Click the 'Layout Properties' button on the palette and disable the 'Show on edit page' and 'Select by default' Case Assignment Check-box and click OK, then click Save. 4. Test and confirm that when a user creates a new case/lead, the 'Assign using active assignment rules' checkbox is set to true. Save the case/lead.
Guide to lead assignment rules in Salesforce
To create a lead assignment rule in Salesforce: From Setup, enter "Assignment Rules" in the Quick Find box, then select Lead Assignment Rules. Click New. Enter the rule name. (Example: 2023 Standard Lead Rules) Select "Set this as the active lead assignment rule" to activate the rule immediately. Click Save.
Assignment rules in Salesforce
Assignment rules in salesforce are used to automatically assign lead or Case to owner ( User Or Queue ). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.
What Are Lead Assignment Rules in Salesforce?
How to Create Salesforce Lead Assignment Rules. Creating lead and case assignment rules in Salesforce is a relatively straightforward process. Login to Salesforce and select Setup in the upper right corner of the horizontal navigation bar.; In the Setup search box, type "assignment rules" and then select either Lead Assignment Rules or Case Assignment Rules.
How to use Salesforce lead assignment rules
Unique names - Every lead assignment rule has a unique name [1]. A lead assignment rule is really a list of "rule entries" - Salesforce calls each of the individual rules in the list a "rule entry" [2]. Each rule entry allows you to say something along the lines of: "if a lead meets these criteria, assign it to this user (or queue - more on ...
How to Create Assignment Rules in Salesforce
To create a Case assignment rule do the following: Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save. Click on the rule you just created -> click New in the Rule Entries section. Sort Order - defines the order in which entries will be processed ...
Mastering Case Assignment Rules in Salesforce
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 ...
ASSIGNMENT RULES IN SALESFORCE
An assignment rule dictates to whom a lead or case is assigned based on criteria that is specified within Salesforce. Typically, your organization will have ...
Running Lead Assignment Rules From Salesforce Flow
Click Setup. In the Quick Find box, type Lead Assignment Rules. Click on the Lead Assignment Rules | New button. Now create an assignment rule, as shown in the following screenshot: Step 2: Create an Apex class and Test class. Now, we have to understand a new Apex annotation i.e. @InvocableMethod.
Understanding Assignment Rules: A Comprehensive Guide
Assignment rules are a set of criteria that are defined by businesses to determine how records should be assigned to users or teams within the Salesforce system. These criteria can be based on several factors, such as the record type, location, record status, or the user's role or territory. For example, a company may set up an assignment rule ...
Case Assignment Rule 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. Switch to Salesforce Classic. Step 2: Go to the Setup menu in Salesforce Classic and click on the Build section.
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 ...
AssignmentRules
AssignmentRules. Represents assignment rules that allow you to automatically route cases to the appropriate users or queues. You can access rules metadata for all applicable objects, for a specific object, or for a specific rule on a specific object. The package.xml syntax for accessing all assignment rules for all objects is: <types>.
'Assign using active assignment rules' checkbox always ...
Navigate to Setup by clicking on the Gear icon and clicking Setup. Click the Object Manager tab. Select Case and click Case Page Layouts on the left. Edit the relevant layout. On the Layout console click Layout Properties. Un-check on the 'Default' against the 'Case Assignment Checkbox' to disable. Click OK and save the changes to the Page Layout.
Assignment Rule Header
The Assignment Rule header is a request header applied when creating or updating Accounts, Cases, or Leads. If enabled, the active assignment rules are used. If disabled, the active assignment rules are not applied. If a valid AssignmentRule ID is provided, the AssignmentRule is applied. If the header is not provided with a request, REST API defaults to using the active assignment rules.
The Future of User Management
You can activate a user access policy so that when a user is created or updated and meets the criteria you set, which can be user attribute-based or user entitlement-based, you can automatically assign access. You can assign permission sets, permission set groups, permission set licenses, managed package licenses, public groups, and queues.
Set Up Assignment Rules
Create a Rule in Amazon Connect That Identifies Intelligence Signals. ... Use Salesforce Knowledge. Search for Articles in Lightning Experience. ... Configuration I: Create and Assign the Admin User Role. Configuration II: Enable Experience Cloud for Service Catalog.

Salesforce is closed for new business in your area.

Create Case Queues

Create Case Queues and Assignment Rules

What are assignment rules in salesforce ?

Types of assignment rules

Lead Assignment Rules

Create or Setup assignment rules

Assignment Rule Example

Ankush Dureja

Leave a Reply Cancel reply

Popular Posts

Recent Posts

Recent Comments

TOTAL PAGEVIEWS

Our Facebook page

Privacy Overview

Snowflake Scales Account Based Plays with LeanData Revenue Orchestration

Clockwise Supports PLG Motion with LeanData Revenue Orchestration

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

How to Define Assignment Rules

Criteria for Lead Assignment Rules

How to Create Salesforce Lead Assignment Rules

Why Are Your Salesforce Lead Assignment Rules Not Working?

Assignment Rule Examples

How LeanData Simplifies Salesforce Lead Assignment

Ray Hartjen

More Related Content

How to Automate Lead Routing in Salesforce

Salesforce Lead-to-Account Matching, the Easy Way

10 Best Lead Assignment Tools for Revenue Teams (2024)

How to use Salesforce lead assignment rules

Matching and assigning with rule entries

The basics of lead assignment rules in Salesforce

Matching criteria

hbspt.cta._relativeUrls=true;hbspt.cta.load(8216850, 'e84fc167-06c5-4b7b-bb34-42ccff0e2db4', {"useNewLoader":"true","region":"na1"});

Issues and challenges

Where to go from here?

Hayes Davis

CONNECT WITH ME

﻿How to Create Assignment Rules in Salesforce

Assignment rules description

Assignment rules and Queue creation

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

To create a Case assignment rule do the following:

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

Understanding Case Assignment Rules

Configuring Case Assignment Rules

Testing and Validating Case Assignment Rules

Optimizing Case Assignment for Efficiency

Troubleshooting Common Case Assignment Issues

Related articles:

Leave a Reply Cancel reply

Running Lead Assignment Rules From Salesforce Flow

Big Idea or Enduring Question:

Objectives:

Business Use Case

Automation Champion Approach (I-do):

Guided Practice (We-do):

Step 1: Setting Up Lead assignment Rule

Step 2: Create an Apex class and Test class

Step 3.1: Salesforce Flow – Define Flow Properties for Before-Save Flow

Step 3.2: Salesforce Flow – Using Decision Element to Check the Lead Source

Step 3.3: Salesforce Flow – Adding an Assignment Element to Update Rating and Status

Step 4.1: Salesforce Flow – Define Flow Properties for After-Save Flow

Step 4.2: Salesforce Flow – Add Scheduled Paths

Step 4.3: Salesforce Flow – Adding an Action to Call Apex class to Trigger Lead Assignment Rule

Proof of Concept

Monitor Your Schedule Flow

Formative Assessment:

Similar Posts

Easiest Way to Make Screen Component Read Only

Choose Running User for Platform Event-Triggered Flows

Automatically Refresh Your Salesforce Dashboard Every Hour or Minute

Leave a Reply Cancel reply

Discover more from Automation Champion

Understanding Assignment Rules: A Comprehensive Guide

What are Assignment Rules?

How do Assignment Rules Work?

How to Set Up Assignment Rules in Salesforce

Types of Assignment Rules in Salesforce

How to Create Assignment Rules in Salesforce