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 assignment rules for Leads – 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, 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.