Notes
Automatically assign cases to users or queues based on criteria you define.
You can create multiple rules with different conditions, but only one rule can be active at a time.
Case assignment rules can assign cases regardless of how cases are created. 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. Organizations typically use one rule for each overall purpose.
Add rule entries that specify the criteria used to route leads.