Use assignment rules and escalation rules to control how cases are assigned and
escalated. Create auto-response rules to determine how case contacts and owners are notified
about changes to a case.
Required Editions
- Assignment rules automatically assign new cases to the appropriate users or queues. You
can make users members of a queue and any member can take ownership of the cases within the
queue.
- Escalation rules automate the escalation of cases by specifying what actions to take when
cases aren’t resolved within a certain amount of time.
- Auto-response rules determine what email templates to use in emails to case contacts and
owners when the case meets specific criteria. For example, send customers who submit feature
requests an email template that thanks them and provides information about your product
development process.
To get started, see Automate Case Processing with Rules.
