| 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. |