Case Assignment Rules Are Not Triggered by Salesforce for Outlook (SFO) Email-to-Case Routing

To correctly route cases created from Salesforce for Outlook (SFO), a Salesforce Administrator must configure a Create Case Destination in the Outlook Configuration. This destination defines the Case Owner (either a Queue or a User) for all cases created through the SFO Create Case button. The following steps are performed by your Salesforce Administrator.

Step 1: Navigate to Outlook Configurations

In Salesforce Classic:

1. Go to Setup > Administer > Desktop Administration > Outlook Configurations.
2. Select an existing Outlook Configuration or create a new one.

In Lightning Experience:

1. Click the gear icon and select Setup.
2. Navigate to Email > Outlook Configurations.
3. Select an existing Outlook Configuration or create a new one.

Step 2: Enable the Create Case Option

In the selected Outlook Configuration:

1. Check the box for Create Case.
2. Choose to either Choose an Existing Create Case Destination or Create a New Create Case Destination.

Step 3: Configure the Create Case Destination

If creating a new Create Case Destination:

1. The setup prompts you to save your work first.
2. You are then redirected to the Email-to-Case Routing Information page.
3. Create a new Routing Address.
4. Set the Case Owner using the dropdown picklist — select either a Queue or a User.
5. Save your configuration.

Once the Create Case Destination is configured, all cases created from Salesforce for Outlook will be routed to the specified Queue or User, ensuring consistent case ownership.

See our Salesforce Help for more information on how to configure this option.