This is to automate lead generation (Lead assignment rules are used) and support processes (Case assignment rules are used).
Lead assignment rules - Decide how leads are assigned to users or queues regardless of whether leads are created manually, are generated from Web-to-Lead forms, or are imported using the Data Import Wizard.
Case assignment rules - Decide how cases are assigned to users or put into queues regardless of how cases are created like Cases can be created manually or automatically using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.
Automatically assign cases or leads to users or queues based on criteria you define. You can create multiple rules, but only one rule can be active at a time. Make sure that Case Assignment Checkbox for default is checked in Case Layout Properties
Click a rule name to add or edit rule entries.
Each rule consists of multiple rule entries that specify exactly how the leads or cases are assigned.
Scenario:
Case Assignment Rule assigns a case to a specific queue based on the Account Rating:
Suppose the name is 'sampleAssignmentRule':
ORDER CRITERIA ASSIGN TO
1 ISPICKVAL(Account.Rating, "Hot") Tier 1 Support Queue
2 OR( ISPICKVAL(Account.Rating, "Warm") , ISPICKVAL(Account.Rating, "Cold") ) Tier 2 Support Queue
Visual: https://www.youtube.com/watch?v=zfU8EWT87Zo
Reference:
https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements/create-case-queues-assignment-rule
https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements/create-case-queues-assignment-rule
https://help.salesforce.com/s/articleView?id=sf.customize_leadrules.htm&type=5
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