--- schema_version: "1" id: 58e63fe170197637777be994edcab1ee76aee615734c7299cee8e65eb1a808c6 title: Automate Alert Assignment collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/sfdo/264-0-0/ssh_setup_alerts_auto_assign.md canonical_url: https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_alerts_auto_assign.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: f6a6be432d1e8048a231581d3e7aabce261f6b0cdac432090c3a3b73a80818ed description: Use assignment rules to automatically assign Alerts to the most appropriate support staff User. products: - Nonprofit - Education release: "264" --- # Automate Alert Assignment Use assignment rules to automatically assign Alerts to the most appropriate support staff User. - **[Learn About Rule-Based Alert Assignment](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_alerts_auto_assign.htm&release=264.0.0&type=5)** Student Success Hub provides two settings to help you control how Alerts are assigned to support staff. - **[Prerequisites for Creating Alert Assignment Rules](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_alerts_auto_assign.htm&release=264.0.0&type=5)** Because Alert assignment rules can reference different kinds of data, complete the relevant prerequisites to create and test assignment rules efficiently. - **[Alert Assignment Sample Scenarios](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_alerts_auto_assign.htm&release=264.0.0&type=5)** Review examples of how you can handle Alert assignment logic and define Alert Assignment Rule custom metadata records for each scenario. - **[Create an Alert Assignment Rule](https://help.salesforce.com/s/articleView?id=sfdo.ssh_setup_alerts_auto_assign.htm&release=264.0.0&type=5)** After you map out the assignment rules that you need to cover your Alert assignment scenarios, define each individual rule. ## Learn About Rule-Based Alert Assignment Student Success Hub provides two settings to help you control how Alerts are assigned to support staff. - A custom metadata type, Alert Assignment Rule, lets you define a set of rules for automatic assignment. If, for example, you assign Academic Alerts differently from Financial Aid Alerts or Behavior Alerts, you can create different rules for different Alert record types. You can assign Alerts to specific support roles and to specific Users. If your org uses them, you can also assign Alerts to queues. - A field on the Alert object, Assign Using Active Assignment Rules, determines whether an Alert record is subject to automatic, rule-based assignment (if you've defined Alert Assignment Rules custom metadata records). This field is deselected by default for newly created Alerts. As the Alert creator, you can choose to have the Alert assigned automatically, leave the Alert assigned to you as the owner, or save the Alert and reassign it manually. ## Prerequisites for Creating Alert Assignment Rules Because Alert assignment rules can reference different kinds of data, complete the relevant prerequisites to create and test assignment rules efficiently. - **Alert record types**—If you plan to assign according to Alert record types, make sure you've already verified the record types you're using, including any custom Alert record types. You'll likely be creating multiple assignment rules, enough to account for every record type that isn't automatically assigned to the Student Record Case owner. - **Support roles**—If you plan to assign Alerts to specific support roles, make sure you've already specified all the required case team roles. - **Queues**—If you plan to assign Alerts to queues, create the queues first, with Alert specified as the supported object and queue members added. ## Alert Assignment Sample Scenarios Review examples of how you can handle Alert assignment logic and define Alert Assignment Rule custom metadata records for each scenario. ### K-12 Sample Alert Assignments

If Creating...

Then Assign To...

Assignment Rules Required

An Academic Alert

The homeroom teacher on the student's success team; if no homeroom teacher is specified, assign to the counselor

Requires two rules because assignment involves two different roles.

  • Rule for the Academic Alert record type: Assign to the homeroom teacher. Priority 1.
  • Rule for the Academic Alert record type: Assign to the counselor role. Priority 2.

An Attendance Alert

Any attendance clerk on the student’s success team; if no attendance clerk is assigned or if there is more than one, assign to the school principal

Requires one rule because you can assign the Alert to the attendance clerk role and the default User in the same rule.

  • Rule for the Attendance Alert record type: Assign to the attendance clerk role, with the Resolve Multiple Users Per Role field set to false. Set the Eligible User or Queue field to the User ID of the school principal.

A Behavior Alert

The counselor

Requires only one rule because you’re specifying assignment to the counselor role

  • Rule for the Behavior Alert record type: Assign to the counselor
### Higher Ed Sample Alert Assignments

If Creating...

Then Assign To...

Assignment Rules Required

An Academic Alert

The primary support staff member on the student's success team; if no primary support staff member is specified, assign to the faculty support staff member

Requires two rules because assignment involves two different roles.

  • Rule for the Academic Alert record type: Assign to the primary support staff member role. Priority 1.
  • Rule for the Academic Alert record type: Assign to the faculty support staff member role. Priority 2.

A Financial Aid Alert

The Financial Aid support staff members Queue

Requires one rule because you're specifying assignment to a single queue only.

  • Rule for the Financial Aid Alert record type: Assign to the Financial Aid support staff members Queue.

A Career Alert

Any Career support staff member on the student's success team; if no career support staff member is specified, or if there is more than one career support staff member assigned, assign to the college's Careers program director (default User)

Requires one rule because you can specify assignment to the Career support staff member role and the default User in the same rule.

  • Rule for the Career Alert record type: Assign to the career role, with the Resolve Multiple Users Per Role field set to false. Set the Eligible User or Queue field to the User ID of the career program director.

A Housing Alert

The Student Record Case owner

No rule required. If you don't specify a rule for a record type, the default assignment is to the Student Record Case owner.
## Create an Alert Assignment Rule After you map out the assignment rules that you need to cover your Alert assignment scenarios, define each individual rule. 1. From Setup, search for then select **Custom Metadata Types**. 2. Next to Alert Assignment Rule, click **Manage Records**. 3. Click **New**. 4. Give the rule a descriptive label. 5. Review and edit the name as needed. 6. If the rule applies to a specific Alert record type: 1. Specify the API name of the record type. 2. If you're defining more than one rule _per record type_, enter an integer in the Priority field for each rule that you want to be evaluated in a precise order (1 is first, 2 is second, and so on). 7. If the rule applies to a specific support role: 1. Specify the name of the Eligible Role. 2. If more than one success team member can have the specified Eligible Role and you want to randomly assign the Alert to any one of them, select **Resolve Multiple Users Per Role**. Otherwise, leave the box unselected to skip assignment by role when multiple team members have the Eligible Role. 8. For Eligible User or Queue, enter the entity's Salesforce ID. 9. Verify the Active setting. The Alert assignment logic considers active rules only. 10. Save the rule.