Assignment rules now support service requests, enabling IT teams to route requests automatically to the right user or queue based on defined criteria when a service request is created. Admins can configure rules to evaluate request attributes, ensure consistent ownership, and reduce manual reassignment.
Where: This change applies to Lightning Experience in Unlimited, Enterprise, and Performance Editions with Agentforce IT Service.
How: From the App Launcher, open the Agentic IT Service Desk app, and then go to the IT Services Assignment tab. To create an assignment rule, click Create From Template.