---
schema_version: "1"
id: 54780eb01d1eda4115b3c3bc4e86649f288fe946751a3c8b8905cc703c832f64
title: Automate Cases with Rules
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/cases_rules_home.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.cases_rules_home.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 36eb48ba86d7d47731eb6916cabacff0f555c8daaaebe989de208c84fbd8872c
description: 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.
products:
  - Service Cloud
release: "264"
---
# Automate Cases with Rules

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

- **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](https://help.salesforce.com/s/articleView?id=service.automation_rules_queues_parent.htm&language=en_US).