Lesson: 05 | Case Assignment Rules

Notes
Video

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.

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Administrator Course

A. My Personal Information (9 lessons)

B. Company Settings (8 lessons)

C. Object and Fields (35 lessons)

D. Users (8 lessons)

E. Security (14 lessons)

F. Data (5 lessons)

G. Reports & Dashboards (8 lessons)

H. Feature Settings (9 lessons)

I. Standard Objects (14 lessons)

J. User Interface (2 lessons)

K. Lightning App Builder (25 lessons)

L. Process Automation (2 lessons)

M. Email (2 lessons)

N. Formulas Functions (56 lessons)

O. Miscellaneous (1 lessons)

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Lesson: 05 | Case Assignment Rules

Notes

Administrator Course