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Set Up Assignment Rules

Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.

Required Editions

View supported editions.
User Permissions Needed
To view assignment rules: View Setup and Configuration
To create or change assignment rules: Customize Application
  1. (Recommended) Choose a user or queue to be the default case owner so that cases are assigned to a specific service rep even if no assignment rules apply. Set the default case owner on the Support Settings page in Setup.
  2. From Setup, enter Assignment Rules in the Quick Find box, then select either Lead Assignment Rules or Case Assignment Rules.
  3. Choose New, and then give the rule a name. Specify whether you want this rule to be the active rule for leads or cases that are created manually and via the web and email. Then click Save.
  4. To create the rule entries, click New.
    For each entry, you can specify:
    Field Description
    Order

    Sets the order in which the entry is processed in the rule, for example, 1, 2, 3.

    Salesforce evaluates each entry in order and tries to match the criteria for the entry. When a match is found, Salesforce assigns the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
    Criteria

    Specifies conditions that the lead or case must match for it to be assigned.

    Enter your rule criteria.

    • Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule.

      If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria of up to 255 characters each.

      When you use picklists to specify filter criteria, the selected values are stored in the organization's default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.

    • Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, "High") ) triggers a rule that changes the owner of a case when the Priority field is changed to High.

    If your condition uses a custom field, the rule entry is deleted automatically if the custom field is deleted.
    User

    Specifies the user or queue that the lead or case is assigned to. Users specified here cannot be marked “inactive”, and they must have “Read” permission on leads or cases.

    You can't revoke the “Read” permission on leads or cases for users assigned to a rule.

    If your organization uses divisions, leads are assigned to the default division of the user or queue specified in this field. Cases inherit the division of the contact to which they are related. If no contact is specified, cases are assigned to the default global division.
    Do Not Reassign Owner Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
    Email Template Specifies the email template to use for the notification email that is automatically sent to the new owner. If you don’t specify an email template, then Salesforce doesn’t send a notification email. When a lead or case is assigned to a queue, the notification email is sent to the Queue Email address specified for the queue and all queue members.
    Predefined Case Teams

    Specifies the predefined case teams to add to a case. A case team is a group of people that work together to solve cases.

    To select a predefined case team to add to the assignment rule, click the lookup (magnifying glass) icon. To add more predefined case teams, click Add Row to add a row in which you can specify a predefined case team.
    Replace any existing predefined case teams on the case When a case matches the condition, any existing predefined case teams assigned to the case are replaced with the specified case teams.

After creating the entry, click Save, or Save & New to save the entry and create more entries.

Tip
Tip Create an error-proof rule by always creating the last rule entry with no criteria. This rule entry is a catch-all rule that assigns any leads or cases that the previous rule entries didn’t assign.
  • Guidelines for Assignment Rules
    Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues.
  • View and Edit Assignment Rules
    View and update your assignment rules to meet your business needs.