Assignment rules are a powerful Salesforce feature which can help automate your organization’s lead generation and support processes. Assignment rules dictate to whom a lead or case is assigned based on criteria specified within Salesforce. Typically, your organization will have one rule for each overall purpose. For example, one lead assignment rule for importing leads and a different lead assignment rule for web-generated leads. Each rule can consist of multiple rule entries to specify exactly how lead or cases are assigned.
Rule Assignment Setup:
First, be sure you have the group, professional, enterprise, unlimited, or developer edition of the software. Other versions will not let you do this. Additionally, ensure you have the permission ‘customize application’. If you do not, speak to your Salesforce Admin before continuing.
1.Login to your Salesforce Org and press Setup on the top right Setup
2.Type “Assignment Rules” in the Setup search box and select “Leads Assignment Rules” or “Case Assignment Rules”
3.Select a new entry for the Assignment Rule
4.Give the rule a name and 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.
5.You should now create the rule criteria. Click on the rule you just created and then click on “New” in the rule entries.
6.Enter an order for the rule, and the rule that you want to specify for Lead or Cases. This rule can either be based on a “set of criteria” or based on a “formula”.
You can also click on “Add Filter Logic” to customize your set of criteria login. For example, in this example, we created a rule based on criteria that ensures that Leads created only come from the “USA” or “Canada.”
7.Lastly, select the user or queue to assign the Lead or Case Rule to. You can use the magnifying glass to look up specific users or queue. Then press Save.
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 either use “criteria are met” or “formula evaluates to true”.
- User: This specifies which user’s process queue to use.
- Do not 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.
- There are a few case definitions and team management settings that can be customized, but they are quite complicated and will be discussed in a future 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 are quick to learn, and while easy to implement, they nonetheless bring powerful and flexible logic to an already robust CRM.