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            Enable Automatic Case Assignment Rules for Experience Cloud

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            Enable Automatic Case Assignment Rules for Experience Cloud

            Execute standard case and assignment rules automatically and consistently for all records created via Experience Cloud sites. Automatic assignment eliminates the need for complex custom code or flows to replicate out-of-the-box routing functionality, so you can deliver immediate, accurate, and scalable customer service.

            Required Editions

            View supported editions.
            • From Setup, in the Quick Find box, enter Case Assignment Rules and select Case Assignment Rules.
            • Select the Apply case assignment rules to cases created via the Community Portal checkbox.
            The org preference to enable automatic case assignment rules

            After you enable the preference, standard case assignment rules execute automatically for cases created via Experience Cloud components by Experience Cloud site members and guest users. This feature is not available for High Volume Customer Portal licenses. The execution of these rules is functionally identical to cases created via Email-to-Case, Web-to-Case, or the standard Salesforce UI.

            Troubleshoot Case Assignment in Experience Cloud

            Understand why a case wasn't assigned and make sure that the behavior matches standard Salesforce routing logic.

            • Verify org preference status: Make sure that the organisation preference for assigning cases automatically for cases created through contact forms is enabled. If this preference is disabled, cases bypass standard routing logic.
            • Check rule application consistency: The execution of assignment rules for Experience Cloud is functionally identical to standard methods like Email-to-Case or the standard Salesforce UI. If a case isn't assigned, check whether it meets the specific rule criteria defined in your standard assignment rules.
            • Identify legacy workarounds: Check for existing custom code or flows previously used to replicate routing. Phase out these workarounds to prevent conflicts with the new standard behavior.
            • Review case origin: Confirm that the case was created via an Experience Cloud component or contact form. The automatic trigger is implemented specifically for these platform changes.

            Successful implementation reduces the time to first agent assignment for cases originating from your Experience Cloud sites.

             
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