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An assignment rule dictates to whom a lead or case is assigned based on criteria that is specified within Salesforce. Typically, your organization will have one rule for each overall purpose. For example, one lead assignment rule for importing and a different lead assignment rule for web-generated leads; or one case assignment rule for standard use and one case assignment rule for holiday use. For each rule type, only one rule can be in effect at any time.
Rule Assignment Setup:
To begin, be sure you have the group, professional, enterprise, unlimited or developer edition of the software. Other versions won’t let you do this. Also, make sure you have the permission ‘customize application’. If you don’t, speak to your Salesforce Admin before continuing.
- From your setup, click “Customize”
- Select “Leads” or “Cases” and click “Assignment Rules”
- Select a new entry, and give the rule a name. Specify if you want it active for leads or cases that are manually made, and by those created automatically by web and email. Click save.
- You will now be asked to create the rule criteria. Go to rule entries, and click new.
Criteria for Rules:
- Order: This is the order in which the entry is processed, like a queue.
- Criteria: These are various conditional criteria. You can use formulaic analysis here, but that is more complex and will involve a future blog post.
- User: This specifies which user’s process queue to use.
- Don’t Reassign Owner: This determines if the user whose process stack is in use becomes the owner of the rule entity, or if it remains owned by its creator.
- Email Template: This specifies email template settings if the rule triggers an email transmission to a prospect or a user within the group.
- Along with these are a few case definitions and team management things that are also too complicated to go into in this blog post.
- After you specify all the rules you want to use for the entry, then you can click save, or click “Save & New” if you wish to save, and then build more.
Assignment rules in Salesforce aren’t too complicated, but they do bring really powerful and flexible logic to an already robust CRM.