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Case assignment rules are not triggered by SFO 'Email-to-Case' routing

Publiseringsdato: May 10, 2023
Beskrivelse

When you create a case from Salesforce for Outlook by using the Create Case button, the case assignment rules do not trigger.

This is by design, SFO uses a Create Case Destination in the Outlook configuration to assign the case.


See also:
Create Cases from the Outlook Ribbon with Salesforce for Outlook.
Løsning

**The following steps are configured by your Salesforce Administrator.

In your Outlook Configuration, when you check the box for Create Case, you need to either Choose an Existing Create Case Destination or Create a new Create Case Destination.
  • Salesforce Classic: Setup | Administer | Desktop Administration | Outlook Configurations | Select an Existing Configuration or Create a new Outlook Configuration 
  • Lightning Experience: Click the gear icon | Setup | Email | Outlook Configurations | Select an Existing Configuration or Create a new Outlook Configuration  

When you click on the Create a new Create Case Destination option, the setup prompts you to save your work, and then takes you to the Email-to-Case Routing information page.

On the Email-to-Case Routing information page, you create a new Routing Address and set the Case Owner using the dropdown pick list. Set it to a Queue or a User.


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

000386005

 
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Salesforce Help | Article