Automate Your Business Process | Trailhead Screen Reader Instructions

Create Assignment Rules

Assignment rules define conditions that determine how leads or cases are processed. You’ve been asked by Customer Support team manager Kenya Collins to establish case rules so billing cases are routed to the correct queue.

Start by creating a new Billing Support Agents queue.

  1. Activate the Setup button menu and select Setup.
  2. Enter Queues in the Setup search field near the top of the page, then select Queues Users.
  3. Activate the New button and complete the details about the new queue:
     Field Value
    Label Billing Support Agents
    Queue Name (this field auto-populates)
    Send Email to Members Deselect the checkbox
  4. From the Available Objects list, select Case.
  5. Click the Add link to move Case to the Selected Objects list.

Next, add queue members.

  1. Navigate down to the area beneath the Queue Members heading.
  2. Navigate past the Search field and locate the Available Members list. Select User: Aaron Hartzler and User: Fumiko Suzuki.
  3. Click the Add link to add them to the Selected Members list, then activate the Save button.

 

Then add a new rule entry to the Standard Case Assignment rule to route billing cases to the Billing Support Agents queue.

  1. From Setup, enter Case Assignment Rules in the Setup search field near the top of the page, then select the result for Case Assignment Rules.
  2. In the table, click the link for Standard, then activate the Edit button under the Rule Detail heading.
  3. Select the Active checkbox to ensure this is the active case assignment rule, and then activate the Save button.
  4. Next, navigate to the Rule Entries heading and activate the New button. Enter the details according to the table below. The steps listed refer to heading sections on the page.
    Field Value
    Step 1: Sort Order 2
    Step 2: Run this rule if the following criteria are met
    (1st row) Field Case: Status
    Operator Equals
    Value New (click the lookup (new window) link, select New, and activate the Insert Selected button)
    (2nd row) Field Case: Case Record Type
    Operator Equals
    Value Billing (click the lookup link, select Billing, and activate the Insert Selected button)
  5. Under the Step 3 heading, select Queue from the Search Scope combo box.
  6. Activate the  Lookup link below the Assignee search field, then search for and select Billing Support Agents.
  7. Activate the Save button.

 

Now create a new billing support case to test the assignment rule.

  1. Activate the App Launcher button and select Service from the search field.
  2. Activate the Cases link in the navigation menu.
  3. Activate the New button.
  4. Select the radio button for the Billing record type and activate the Next button.
  5. Complete the case details:
    Field Value
    Contact Name Sean Forbes
    Account Name Edge Communications
    Product (choose any product from drop-down)
    Type Electronic
    Case Origin Phone
    Subject Renew Warranty
    Description Client wants to renew warranty on laptop
    Assign using active assignment rule Select
  6. Note: If the "Assign using active assignment rule" checkbox is not appearing when creating a new case, return to the Case Assignment Rule menu in Setup. Edit the Standard case assignment and uncheck the active checkbox and save. After saving, check the active checkbox again and save. This toggle will ensure "Assign using active assignment rule" appears when creating a new case.
  7. Activate the Save button.

 

Create Escalation Rules

Escalation rules automatically escalate a case when it meets the criteria you choose. Kenya would like her Customer Support team to be notified whenever a case regarding an issue with performance is logged. Set that up for them.

Start by creating a new escalation rule.

  1. Expand the Setup menu and select Setup.
  2. Enter Escalation Rules in the Setup search field near the top of the page, then select Escalation Rules.
  3. Activate the New button and fill in Support for the rule name on the next page.
  4. Select the Active checkbox and activate the  Save button.
  5. Locate the table listing the current case escalation rules and activate the link for the new Support rule.
  6. Under the Rule Entries heading, activate the New button and fill in these details:
    Field Value
    Step 1: Sort Order 1
    Step 2: Run this rule if the following criteria are met
    Field Case: Case Reason
    Operator equals
    Value Performance (activate the lookup link, select Performance, and activate the Insert Selected button)
  7. Activate the Save button.

Now update the Rule Entries of the newly created Support escalation rule.

  1. Activate the New button under the Escalation Actions heading
  2. You may need to navigate up the page to locate the edit fields for Age Over hours and minutes. Set the Hours field to 1.
  3. Below the Notify This User field, activate the Lookup link. Search for your name in the table of users and activate that link.
  4. Activate the Lookup link below the Notification Template field.
  5. On the search page, navigate to the combo box above the search field and select Unfiled Public Classic Email Templates folder from the list. Choose the Support: Escalated Case Notification template from the table of results.
  6. Activate the Save button.

Create a new Product Support case for Edge Communications and review the escalation actions in the Case Escalations queue.

  1. Activate the App Launcher button and select Service from the search field.
  2. Activate the Cases link in the navigation menu.
  3. Activate the New button, then select Product Support as record type and activate the Next button.
  4. Fill in the new case record details:
    Field Value
    Contact Name Sean Forbes
    Account Name Edge Communications
    Product (choose any product from the drop-down)
    Type Electronic
    Case Origin Email
    Case Reason Performance
    Subject Laptop not working
    Description Client laptop is not working
    Assign using active assignment rule Select
  5. Activate the Save button.
  6. Copy the case number of the case you just created.
  7. From Setup, enter Case Escalations in the Setup search field, then select Case Escalations.
  8. Filter the case escalations queue to show the case you just created by entering the criteria: Case To Escalate equals [case number for the case you just created].
  9. Press ENTER on  Search. Note the escalation actions in the queue and when can you expect to see an escalation alert email for this case.

Congratulations! You finished the project and customized your org. From setting up users and managing Chatter to creating record types and processes, with these building blocks in your toolbox, you’re well on on your way to becoming an expert Salesforce admin.

Click to return to the unit on Trailhead to verify this step.