case owner (using assignment rule) salesforce

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Case default owner is overriding specified case owner

We have third party form builder tool called Wufoo that creates records on a custom object when a form is submitted. If certain criteria applies, we trigger a case creation and specify who the case owner is.

However, after the Case is created and assigned. Salesforce will auto-assign the Case to the "Default Owner" found in Build > Customize > Cases> Support Settings.

To try debugging the issue, I created a case manually and Salesforce will not override the owner.

Does anyone have any suggestions for how I can assign my Case a new owner without Default Owner overriding this?

• assignment-rules

4 Answers 4

When creating cases from a trigger, you can specify DMLOptions to prevent the assignment rules from firing. Something like this:

I haven't personally used DMLOptions before, so you may need to tweak this answer a bit.

• note also that DmlOptions can also be set by an API client if Cases are being created by the WuFoo system –  cropredy Commented Jun 14, 2014 at 9:46
• @crop1645 True, except this question specifically says they are creating the records via triggers, so this is the answer I provided. It is true that WuFoo could control this if they were creating cases directly, which appears to lot be the case. –  sfdcfox ♦ Commented Jun 15, 2014 at 7:54
• sorry, I guess I more broadly interpreted OP's: 'we trigger' as not necessarily meaning 'we invoke a trigger' –  cropredy Commented Jun 16, 2014 at 16:25
• Sorry for the late reply. I tried this and get the following error: Method does not exist or incorrect signature: [LIST<Case>].setOptions(Database.DMLOptions) (Line: 51, Column: 9) . To elaborate, this code is written in a Trigger. –  Matthew Mitchener Commented Jul 29, 2014 at 15:14
• Figured out that I could add the option to individual Case record instead of the LIST<Case>. Looks like it is working fine now. Thanks! –  Matthew Mitchener Commented Jul 29, 2014 at 15:35

Try the following:

• Write a Case assignment rule that executes first - criteria = if case originated from WuFoo.
• Assign to any active user
• Check the box 'do not reassign owner'

see for example - https://developer.salesforce.com/forums/ForumsMain?id=906F00000008zGWIAY

I had the same issue recently; and this is how it works for me:

Leave the default owner in the support setting.

Create an assignement rule that affect your cases to another specific user,unlike the default one (for example a system admin)

Fire your trigger CaseBeforeUpdate,with a criteria based on the last owner which is the one assigned by the assignement rule.

Sforce-Auto-Assign: FALSE add it in header while making a call to salesforce. Please refer

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How to Create Case Assignment Rules in Salesforce

Our organization uses Salesforce as its CRM tool, and the support team assigns cases manually. As a Salesforce Administrator, I was assigned the task of automating the case assignment for new cases. In Salesforce, we can automate this process using a case assignment rule.

In this tutorial, I will explain the case assignment rules in Salesforce and their limitations, and we will also discuss how to create a case assignment rule in Salesforce.

Table of Contents

Case Assignment Rule in Salesforce

In Salesforce, the case assignment rules help automate your organization’s support processes. The rules can also determine how cases are assigned to users or queues based on criteria that we define.

The case assignment rule can assign the cases when a new case is created. Then, that case can be created manually or automatically from web-to-case , email-to-case , etc.

How to Create a Case Assignment Rule in Salesforce

For example, there is a support team with several users, and we want to automatically assign a specific user to a new case when it is created and the Case Priority is High.

We can create a case assignment rule in Salesforce using the following steps.

1. Go to Setup . In the Quick Find Box , search for Assignment Rules . Then click on the Case Assignment Rule .

2. Then click on the New button to create a new rule.

3. Enter a  Rule Name . Then, activate the rule by clicking the  Activate  button. 

We can create only one active case assignment rule at a time. So, if you have any activated case assignment rule, it will get deactivated as you activate the new rule.

Then, click on the Save button.

4. Open the rule by clicking the Rule Name .

5. Then click on the New button to add rule entry criteria.

6. As you click the new button, you need to enter the following details:

• Sort Order: Here, you need to provide the number this entry should trigger.
• Criteria: As per our scenario, we need to enter Case Priority = High .
• Select User or Queue : Here, we need to assign high priority cases to specific user.
• Email Template : We can select an email template so that when a case is assigned to a user, they will receive an email regarding the same.

Then click on the Save button.

Proof of Concept:

7. Now, to check how the case assignment rule works, navigate to the case tab. Then, create a new case record with case priority as high and save the record.

8. As you save the record, you will see that the case owner has automatically changed to another user. That means a new user has been assigned to this case.

This is how we can create case assignment rules in Salesforce.

Limitations in Case Assignment Rule in Salesforce

The following are some limitations of the case assignment rule in Salesforce:

• The case assignment rule is only used when we want to assign records automatically to a user or queue. It cannot be used to update fields .
• If we change the criteria for an existing rule, the rule will not reassign cases until we manually update the case owner.
• In the rule entry criteria, we can only use case fields. It does not allow the use of the related fields of the case object.
• We can create only one active case assignment rule at a time.

You can also read the Case Assignment Rule in Salesforce .

I hope you got an idea about case assignment rules in Salesforce. In this article, we have seen what a case assignment rule is and its limitations. We have also seen how to create case assignment rule in Salesforce with an example and step-by-step explanation.

You may also like to read:

• Auto Response Rules in Salesforce
• Web-to-Case in Salesforce
• Email To Case Salesforce
• How to Create a Case Related to an Account using Flow in Salesforce

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

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

Introduction.

Effective case management is crucial for organizations that use Salesforce as their customer service platform. Salesforce offers a powerful feature called case assignment rules, which automate the process of assigning cases to the right teams or individuals. In this blog post, we’ll explore the ins and outs of case assignment rules in Salesforce and learn how they can streamline your case management workflow.

Understanding Case Assignment Rules

Case assignment rules in Salesforce are a set of criteria that determine how cases are assigned to users or queues. These rules ensure that cases are routed to the appropriate team or individual based on specific characteristics or attributes of the case. For example, you can define rules to assign high-priority cases to a specialized support team or route cases from a specific region to a regional support manager.

When a new case is created or edited, Salesforce evaluates the case assignment rules to determine the most suitable owner for the case. The rules are processed in a specified order, and the first one that matches the case criteria is applied to assign the case. It’s important to understand how these rules work and how to configure them to meet your organization’s unique requirements.

Configuring Case Assignment Rules

To access the Case Assignment Rules setup in Salesforce, go to Setup and search for “Case Assignment Rules” in the Quick Find box. This will take you to the Case Assignment Rules page, where you can create and manage your rules.

When creating or editing a case assignment rule, there are three key components to consider: rule entry criteria, assignment actions, and rule order.

The rule entry criteria define the conditions that a case must meet in order for the rule to be applied. You can specify criteria based on various attributes such as case origin, case type, case priority, or any custom fields you have added to your cases.

The assignment actions determine how the case will be assigned when the rule is applied. You can choose to assign the case to a specific user or queue, or even assign it to the case’s parent account or contact. Additionally, you can configure email notifications or escalation actions for certain cases.

It’s worth noting that you can have multiple assignment rules to handle different case scenarios. Salesforce allows you to specify the order in which these rules are evaluated. This allows for greater flexibility and ensures that cases are assigned correctly even in complex scenarios where multiple rules may apply to the same case.

In complex case assignment scenarios, you may need to use formula-based rule criteria. Formulas allow you to define more advanced conditions based on multiple attributes or calculations. This can be particularly useful when you have intricate routing requirements or need to assign cases based on a combination of factors.

Additionally, you can incorporate custom fields and objects in your case assignment rules. This means you can leverage any customizations or extensions you have made to Salesforce to tailor the assignment process to your organization’s specific needs. For example, if you have custom fields that capture region information, you can create rules to assign cases based on the region field.

Testing and Validating Case Assignment Rules

Before deploying your case assignment rules in a live environment, it’s crucial to thoroughly test and validate them. Salesforce provides several tools and best practices to help you in this process.

One effective method is to use sample test cases that cover various scenarios. Create cases that match the criteria defined in your rules and ensure that they are assigned correctly. This allows you to validate the accuracy of your rules and make any necessary adjustments.

After executing your test cases, analyze the assignment results and fine-tune your rules as needed. Keep an eye out for any unexpected or incorrect assignments and investigate the underlying rules and criteria that may have caused them. By continually monitoring and refining your rules, you can ensure the highest level of accuracy and efficiency in case assignment.

In addition to initial testing, ongoing monitoring of case assignments is vital to identify any issues that may arise. Salesforce provides reports and dashboards to help you track case assignment metrics and gain insights into potential performance bottlenecks or areas for improvement.

Optimizing Case Assignment for Efficiency

To further optimize your case assignment process, consider implementing the following best practices:

Assigning cases to queues instead of individual users: Queues allow for better load balancing and easier management of cases. Instead of assigning cases directly to individual users, create queues for different teams or roles and assign cases to these queues. This ensures that cases are distributed evenly and can be easily re-assigned if needed.

Leveraging assignment rules with round-robin or load balancing logic: If you have multiple users or teams within a queue, you can configure your assignment rules to distribute cases in a round-robin or load-balanced manner. This ensures that each user or team gets an equal share of cases and prevents any one individual from being overwhelmed with assignments.

Incorporating automated case escalation and reassignment: For certain types of cases or situations, it may be necessary to automatically escalate or reassign cases if they are not resolved within a specified timeframe. Salesforce provides workflow rules and escalation rules that can be used in conjunction with case assignment rules to automate these processes. This helps ensure that cases are promptly addressed and prevents any potential bottlenecks or delays.

Troubleshooting Common Case Assignment Issues

While case assignment rules are designed to streamline your case management workflow, there may be instances where issues arise. Here are some common problems that you may encounter and how to address them:

Identifying and resolving common assignment rule errors: Sometimes, case assignment rules may not function as expected due to incorrect configuration or conflicting criteria. It’s important to review your rule definitions and criteria to identify any potential errors and make the necessary corrections. Additionally, Salesforce provides detailed error messages and logs to help diagnose any issues that arise.

Handling conflicts and overlapping assignment criteria: In complex case assignment scenarios, it’s possible for multiple rules or criteria to match a single case. Salesforce has a built-in rule order feature that allows you to specify the evaluation order of your rules. By carefully organizing and prioritizing your rules, you can avoid conflicts and ensure that cases are assigned according to your desired logic.

Addressing performance concerns and bottlenecks: As your organization’s case volume grows, it’s essential to monitor the performance of your case assignment process. If you notice any bottlenecks or delays in case assignment, evaluate the efficiency of your rules and consider optimizing them. This may involve refining your rule criteria, reordering rules, or implementing performance enhancements such as custom indexing or caching.

Mastering case assignment rules in Salesforce is key to efficient and effective case management. By understanding the fundamentals of case assignment rules, configuring them correctly, testing and validating them thoroughly, and continuously optimizing their performance, you can streamline your case management workflow and provide exceptional customer service. Remember to regularly monitor and fine-tune your rules to ensure they align with your organization’s evolving needs. With the right approach and utilization of case assignment rules, you can enhance your customer support processes and deliver timely resolutions to your customers’ cases.

Related articles:

• Mastering Salesforce Assignment Rules – Simplifying Lead and Case Distribution
• Demystifying Assignment Rules in Salesforce – A Comprehensive Guide for Sales Success
• How to Set Up and Optimize Salesforce Assignment Rules for Enhanced Sales Team Efficiency
• The Ultimate Guide to Lead Assignment in Salesforce – Mastering Round Robin Distribution

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About 30 mins

Learning Objectives

Case management tools in salesforce, plan for case automation, share case lists or workloads with queues, add automatic case assignment with rules, add automatic case escalation with rules, add automatic responses to customers with rules, more case management tools in salesforce.

• Challenge +500 points

Looking for Help?

Expect a response within 24-48 hours from Help or the community.

Automate Case Management

After completing this unit, you’ll be able to:

• Route case ownership with queues.
• Assign cases automatically.
• Escalate cases when necessary.
• Respond to customers automatically.

Accessibility

This unit requires some additional instructions for screen reader users. To access a detailed screen reader version of this unit, click the link below:

Open Trailhead screen reader instructions .

Case management means organizing customer cases into one place and making sure they go to the right person, for the right answer, by the right time. Service Cloud does all that behind the scenes with automation tools. Service is easier, faster, and better with a little automation.

Maria checks out a few of the main case automation tools. She notices automatically is the key word.

Based on what the tools can do, Maria jots down some questions to ask Ursa Major Solar’s service team. The answers determine which tools Maria uses to automate case management.

Based on Maria’s case automation planning, she knows that the Platinum Support team shares a workload of incoming cases. These cases are from customers who pay extra for the best service. To help these agents find and work off this list of cases from high-priority customers, Maria creates a queue. Here’s how she does it.

• Click the setup gear icon and select  Service Setup .
• From Service Setup, enter Queues in the Quick Find box, then select  Queues .
• Click  New .
• Type a Label and Name for the queue, such as  Platinum Support .
• If you want the support agents included in the queue to receive an email when a new case arrives, leave Queue Email blank. Otherwise, type an email address to notify a person or persons with the email address when each new case arrives.

• Add members, including yourself, to the queue and save your changes. Now that the queue is created, let’s check it out as if we were support agents. We can get there with a few clicks.
• Select the Service Console app from the App Launcher. Then click the  Cases tab.

While planning for case automation, Maria learns that she can assign incoming cases to one person, groups of people, or even queues. Since some support agents at Ursa Major Solar work on solar panel installation, she creates an assignment rule so that any case with a reason that includes “installation” is automatically assigned to them. This is what she does.

• From Service Setup, enter Case Assignment Rules in the Quick Find box, then select  Case Assignment Rules .
• Type  Solar Panel Installation and save your changes.

• In Sort Order , type  1 so that the entry we add is processed first. Typically, you’d create one assignment rule with many different entries, which are processed in chronological order. When a case matches an entry, it’s assigned without proceeding to other entries.
• For entry criteria, select  Case: Case Reason equals Installation . One of the many useful things about case assignment rules is that you can determine how cases are assigned based on fields from records other than cases. For example, you can choose case assignment based on fields from accounts, contacts, assets, or users.
• Add yourself as the User assigned to the rule entry. We assume you’re a support agent who’s an expert at solar panel installation.

• Save your changes.
• Click Edit to mark the rule as Active, then save your changes. When you activate an assignment rule, it disables any other assignment rules in your organization, so make sure that your active rule includes all of the assignment entries that your support team needs.

Now any cases about installation issues are automatically assigned.

When planning case management with the service team, Maria learns that certain cases must escalate to the right person within 5 hours. A lingering customer case can ruin a big deal or tarnish Ursa Major Solar’s brand. Just like assignment rules, Maria can use escalation rules to specify criteria that automatically trigger an action on a case. For case escalation, she uses her org’s default business hours, which simply means the service team is available 24 hours a day, 7 days a week. She can change Business Hours later from Company Settings in Service Setup. Here’s how Maria sets the rule.

• From Service Setup, enter Escalation Rules in the Quick Find box, then select  Escalation Rules .
• Type Gold Support , then Click  Active and save your changes. Activating a rule deactivates any existing active rules.

• In Sort Order , type  1 so that the entry we add is processed first. In the real world, you’d create one escalation rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
• For entry criteria, select  Case: Status equals New . Similar to other rules, you can determine automatic case escalation based on fields from records other than cases.
• Set business hours to your organization’s default 24/7 support.
• Set that escalation times are based on when cases are created.
• Save your changes, then  New to add an escalation action.

• Auto-assign cases to you, and from  Notification Template , click the lookup icon to pick any template. At a real company, you’d assign cases to a support manager or team.
• Select yourself as the user to notify, and from  Notification Template , click the lookup icon to add a template to see how this works. Save your changes.

Now any cases that haven’t been closed in 5 hours are assigned to the right person.

Note : To keep the Assign using active assignment rule box checked by default on cases, update the Layout Properties on case page layouts.

From Maria’s case automation planning, she knows the service team wants customers to receive a confirmation when their case is received. With auto-response rules, she can make sure each Ursa Major Solar’s customer knows that their voice is heard. She sets up response rules so that customers are automatically sent a personalized email when they ask for help. Here’s how she does it.

• From Service Setup, enter Case Auto-Response Rules in the Quick Find box, then select  Case Auto-Response Rules .
• Type Welcome to Support , then Click  Active and save your changes. Activating a rule deactivates any existing active rules.

• In Sort Order , type  1 so that the entry we add is processed first. In the real world, you’d create one response rule with many different entries, which are processed in chronological order. When a customer issue comes in and is converted to a case, it’s assigned based on the first entry it matches.
• For entry criteria, select  Case: Case Origin equals email . Similar to escalation rules, you can determine the automatic response to send to a customer based on fields from records other than cases.
• Add a name and email address to include in the From line of the email template to send to customers.

• Save your changes and you’re done!

With basic case automation complete, the service team at Ursa Major Solar is looking forward to easier, faster service. But Sita and Roberto want to make the most of their Service Cloud investment. They wonder what other case management tools the team can use in the future.

Maria looks into more case management options. She jots down these discoveries to share.

Sita and Roberto want to explore some of these tools when they return to the case management stage of their service journey. But for now, they’d like to jump ahead to the basics of digital engagement.

• Salesforce Help : Set Up Queues
• Salesforce Help : Assignment Rules
• Salesforce Help : Set Up Escalation Rules
• Salesforce Help : Set Up Auto-Response Rules
• Salesforce Help : Lightning Experience Customization

We'd love to hear about your experience with Trailhead - you can now access the new feedback form anytime from the Salesforce Help site.

Assignment Rules In Salesforce

by Atul Gupta | Jun 1, 2021 | CV Newsletter

Assignment rules in Salesforce are basically used to automatically assign Case or Lead to the owner (Queue or User). This assignment rule is used to automate owner assignments on Lead and Case based on conditions on Case and Lead.

Types of Assignment Rule

There are two types of assignment rules .

•  Lead Assignment Rules
• Case Assignment Rules

Lead Assignment Rule:

The Lead Assignment rule describes how leads are assigned to queues or users as they are created manually, imported via the Data Import Wizard, or captured from the web.

Case Assignment Rule:

In Case Assignment rule, it specifies how cases are assigned to users or queues as they are created manually, using On-Demand Email-to-Case, Email-to-Case, Web-to-Case, the Customer Portal and Outlook.

Create or Set-up assignment rules

• From Setup, enter Assignment Rules in the Quick Find box, then select any one assignment rule either Lead Assignment Rule or Case Assignment Rule .
• Click New , and then give the rule a name. If you want to make it active then check the active box then click Save .
• To create the rule entries, click New . For each entry, you can specify:
• Order: Set the order in which the entry will be processed in the rule, for example, 1, 2, 3. It matches the criteria of the entry according to the order. When a match is found, it processes the item.
• Criteria : Here, write the condition so that when it meets with criteria it automatically assigns to queues or users on Lead/Case.  Enter the rule criteria.
• User : Choose here either users or queues to assign on Lead/Case.
• Do Not Reassign Owner : It defines that the current owner on a case or lead will not be reassigned to the case or lead when it is updated.
• Email Template : You can choose a template to use for the email that is automatically sent to the new owner of Lead/Case. No email will be sent if no template is specified. While assigning a lead or case to a queue, the notification goes to the Queue Email specified for the queue and all queue members.
• Predefined Case Teams : It describes the predefined case team to add to a case when it matches the condition.
• Replace any existing predefined case teams on the case : It describes 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 this setup, click Save , or Save & New to save the entry and create more entries.

Assignment Rule Example:

Following is the Lead Assignment rule which assigns Lead to queues based on City, Company, and Industry.

Like this, you can create more rules for assigning a different Queue/User for different criteria.

Atul Gupta is CloudVandana’s founder and an 8X Salesforce Certified Professional who works with globally situated businesses to create Custom Salesforce Solutions.

Atul Gupta, a dynamic leader, directs CloudVandana’s Implementation Team, Analytics, and IT functions, ensuring seamless operations and innovative solutions.

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