Creating case assignment rules
Case assignment rules are a great tool for assigning case records automatically. Knowing the capabilities of case assignment rules will lead to fewer clicks for your users and quicker business process execution when working with cases. Case assignment rules are created in the Setup section of Salesforce. Let’s learn how to create a case assignment rule and apply it either to a user or to a queue.
Business use case
You are the Salesforce admin for XYZ Widgets. The support manager has the following use cases for you:
- Any new case with a State/Province of
New Yorkwill be assigned to the New York Cases queue - Any new case with a State/Province of
New Jerseywill be assigned to a user
Let’s learn how to build these.
Case assignment rules in action
To create a case assignment rule, we need to perform the following steps:
- First, we need to navigate to the Setup page | the Home tab | Service...
