Loading
Salesforce now sends email only from verified domains. Read More
Put Employees First with Work.com
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Create Assignment Rules

            You are here:

            1. Salesforce Help
            2. Docs
            3. Work.com

            Create Assignment Rules

            The recommended support model for HR Service Center is that all non-sensitive cases are first triaged by an HR - Generalist who can then move cases to one of the specialists queues as needed.

            Required Editions

            Available in: Lightning Edition
            Available in: Enterprise, Professional, and Unlimited Editions with Service Cloud
            Employee management solutions require the Employee Management and Employee User add-on licenses. Using employee management solutions in Government Cloud Plus organizations can send data outside the authorization boundary. Contact your Salesforce account executive for more details.
            User Permissions Needed
            To setup Employee Management solutions: Permissions and licenses associated with the HR Manager or HR agent personas.
            1. From Service Setup, use Quick Find to search for and select Case Assignment Rules.
            2. Click the HR case assignment rule.
            3. Confirm the Sort Order field is 1 for the case type HR - Employee Relations.
            4. Confirm that the additional HR rule is set to the HR - General group for the remaining HR case types.

              HR Service Center assignment rules

            See Also

             
            Loading
            Salesforce Help | Article