Case assignment rules are a great tool for assigning case records automatically. Knowing the capabilities of case assignment rules will lead to fewer clicks for your users and quicker business process execution when working with cases. Case assignment rules are created in the Setup section of Salesforce. Let's learn how to create a case assignment rule.
Creating case assignment rules
Business use case
You are the Salesforce Admin for XYZ Widgets. The Support Manager has the following use cases for you:
- Any new case with a State/Province of New York will be assigned to the New York Cases queue.
- Any new case with a State/Province of New Jersey will be assigned to a user.
Let's learn how to build these.
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