How Assignment Rules Work for IT Services

When a record, such as an incident, is created, the associated assignment rule is triggered. Salesforce checks the record's details, such as priority and category, against the rule's conditions. If a match is found, the rule automatically assigns the record to the defined user or queue.

If the assignment rule assigns the record directly to a user, the record is assigned to that user. If the assignment rule assigns the record to a queue, the record remains in the queue until it's routed or assigned to a support representative.

That’s where Omnichannel routing comes in. Omnichannel routing and assignment rules complement each other and reduce manual effort.

If you set up Omnichannel routing, Omnichannel routes record assigned to a queue (Owner = Queue) to the most suitable support representative based on your routing model. Assign records to queues so Omnichannel can route them.

Note

You can create assignment rules for incidents, problems, change requests, releases, and service requests. Omnichannel routing isn't available for releases and service requests.

Example

Some examples of assignment rules include:

• Incident with category = Network and subcategory = VPN is auto-assigned to the Network Support team
• P1 outage incidents are autoassigned to the Critical Incident Response team
• Problem record tagged as recurring for a specific app is routed to the App Support L2 team
• Incident with priority = High is autoassigned to the on-call support representative