Automate Case Processing with Rules

Automation keeps things running smoothly. Set up rules to help you prioritize, distribute, assign, respond to, and escalate records.

Set Up Assignment Rules
Define conditions that determine how leads or cases are processed. The rules assign leads and cases to the specified user or queue.
Set Up Auto-Response Rules
Auto-response rules let you automatically send email responses to lead or case submissions based on the record’s attributes. For example, you can send an automatic reply to customers to let them know someone at your company received their inquiry.
Set Up Escalation Rules
Escalation rules automatically escalate cases when the case meets the criteria defined in the rule entry. You can create rule entries, which define criteria for escalating a case, and escalation actions, which define what happens when a case escalates.
When Do Rules Execute?
Salesforce processes rules in a certain order.
Limits for Assignment, Auto-Response, and Escalation Rules
Salesforce limits the number of rules, as well as the number of entries and actions per rule. These limits apply to assignment rules, auto-response rules, and escalation rules.
Route Work with Einstein Case Routing
Save service reps' time with Einstein. When Einstein Case Classification updates a field on a case, Einstein Case Routing runs your assignment rules to route the case to a service rep.

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