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Create Case Queues and an Assignment Rule

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Case Queues

Create  Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

  1. Click Setup Icon and select Service Setup.
  2. From Service Setup, enter Queues in the Quick Find box and select Queues.
  3. Click New and complete the queue details.
    • Label: Product Support Tier 1
    • Queue email: productsupport1@ursamajorsolar.com
    • Supported Objects: select Case and click Add.
    • Queue Members: Click User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
  4. Click Save.
  5. From the Queue page, click New and complete the queue details.
    • Label: Product Support Tier 2
    • Queue Email: productsupport2@ursamajorsolar.com
    • Supported Objects: select Case and click Add.
    • Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.
      Add Queue Members
  6. Click Save.

Now, create the Inquiry queue for inquiry cases.

  1. From the Queues page, click New.
  2. Enter the queue details.
    • Label: Inquiry
    • Queue Email: inquiry@ursamajorsolar.com
    • Supported Objects: select Case and click Add.
    • Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.
  3. Click Save.

Create a Case Assignment Rule

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

  1. From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules.
  2. Click New and enter the rule details.
    • Rule Name: Standard Case Assignment
    • Select the Active checkbox to make this the active case assignment rule.
  3. Click Save.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

  1. Click the Standard Case Assignment link.
  2. Under the Rule Entries, click New and enter the details.
    Field Value
    Sort order
    1
    Run this rule if the
    criteria are met
    Field
    Case: Case Record Type
    Operator
    equals
    Value
    Product Support (Tip: Click the lookup icon and select Product Support.)
    User/Queue dropdown menu
    Queue
    Queue type
    Product Support Tier 1 (Tip: Click the lookup icon and select Product Support Tier 1.)     
    Create and customize a Case Assignment Rule by entering the rule details.
  3. Click Save & New.

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

  1. Enter the details.
    Field Value
    Sort order
    2
    Run this rule if the
    criteria are met
    Field
    Case: Case Record Type
    Operator
    equals
    Value
    Inquiry (Tip: Click the lookup icon and select Inquiry.)
    User/Queue dropdown
    Queue
    Queue type
    Inquiry (Tip: Click the lookup icon and select Inquiry.)
  2. Click Save.

Now rename the Automated Case User to System. Every time there is an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

  1. Enter Support Settings in the Quick Find box and select Support Settings.
  2. Click Edit.
  3. Automated Case User: System Rename the Automated Case User to System
  4. Click Save.

Test the Case Assignment Rule

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

  1. Click App Launcher Icon to open the App Launcher and select Service.
  2. Click the Contacts tab.
  3. Select Recently Viewed  from the dropdown, and click the Pat Stumuller link.
  4. In the Cases related list, click New.
  5. Select a record type: Product Support.
  6. Click Next and enter the case information.
    Field Value
    Status
    New
    Case Origin
    Phone
    Subject
    Solar Panels Not Working
    Description
    Solar Panels are not generating power
    Product
    Solar Panels
    Type
    Problem
    Case Reason
    Performance
    Assign using active assignment rules
    Select (if not already selected)
  7. Click Save.
  8. Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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