You are here:
Automate Alert Assignment
Use assignment rules to automatically assign Alerts to the most appropriate support staff User.
- Learn About Rule-Based Alert Assignment
Student Success Hub provides two settings to help you control how Alerts are assigned to support staff. - Prerequisites for Creating Alert Assignment Rules
Because Alert assignment rules can reference different kinds of data, complete the relevant prerequisites to create and test assignment rules efficiently. - Alert Assignment Sample Scenarios
Review examples of how you can handle Alert assignment logic and define Alert Assignment Rule custom metadata records for each scenario. - Create an Alert Assignment Rule
After you map out the assignment rules that you need to cover your Alert assignment scenarios, define each individual rule.
Learn About Rule-Based Alert Assignment
Student Success Hub provides two settings to help you control how Alerts are assigned to support staff.
- A custom metadata type, Alert Assignment Rule, lets you define a set of rules for automatic assignment. If, for example, you assign Academic Alerts differently from Financial Aid Alerts or Behavior Alerts, you can create different rules for different Alert record types. You can assign Alerts to specific support roles and to specific Users. If your org uses them, you can also assign Alerts to queues.
- A field on the Alert object, Assign Using Active Assignment Rules, determines whether an Alert record is subject to automatic, rule-based assignment (if you've defined Alert Assignment Rules custom metadata records). This field is deselected by default for newly created Alerts. As the Alert creator, you can choose to have the Alert assigned automatically, leave the Alert assigned to you as the owner, or save the Alert and reassign it manually.
Prerequisites for Creating Alert Assignment Rules
Because Alert assignment rules can reference different kinds of data, complete the relevant prerequisites to create and test assignment rules efficiently.
- Alert record types—If you plan to assign according to Alert record types, make sure you've already verified the record types you're using, including any custom Alert record types. You'll likely be creating multiple assignment rules, enough to account for every record type that isn't automatically assigned to the Student Record Case owner.
- Support roles—If you plan to assign Alerts to specific support roles, make sure you've already specified all the required case team roles.
- Queues—If you plan to assign Alerts to queues, create the queues first, with Alert specified as the supported object and queue members added.
Alert Assignment Sample Scenarios
Review examples of how you can handle Alert assignment logic and define Alert Assignment Rule custom metadata records for each scenario.
K-12 Sample Alert Assignments
If Creating... |
Then Assign To... |
Assignment Rules Required |
|---|---|---|
An Academic Alert |
The homeroom teacher on the student's success team; if no homeroom teacher is specified, assign to the counselor |
Requires two rules because assignment involves two different roles.
|
An Attendance Alert |
Any attendance clerk on the student’s success team; if no attendance clerk is assigned or if there is more than one, assign to the school principal |
Requires one rule because you can assign the Alert to the attendance clerk role and the default User in the same rule.
|
A Behavior Alert |
The counselor |
Requires only one rule because you’re specifying assignment to the counselor role
|
Higher Ed Sample Alert Assignments
If Creating... |
Then Assign To... |
Assignment Rules Required |
|---|---|---|
An Academic Alert |
The primary support staff member on the student's success team; if no primary support staff member is specified, assign to the faculty support staff member |
Requires two rules because assignment involves two different roles.
|
A Financial Aid Alert |
The Financial Aid support staff members Queue |
Requires one rule because you're specifying assignment to a single queue only.
|
A Career Alert |
Any Career support staff member on the student's success team; if no career support staff member is specified, or if there is more than one career support staff member assigned, assign to the college's Careers program director (default User) |
Requires one rule because you can specify assignment to the Career support staff member role and the default User in the same rule.
|
A Housing Alert |
The Student Record Case owner |
No rule required. If you don't specify a rule for a record type, the default assignment is to the Student Record Case owner. |
Create an Alert Assignment Rule
After you map out the assignment rules that you need to cover your Alert assignment scenarios, define each individual rule.
- From Setup, search for then select Custom Metadata Types.
- Next to Alert Assignment Rule, click Manage Records.
- Click New.
- Give the rule a descriptive label.
- Review and edit the name as needed.
-
If the rule applies to a specific Alert record type:
- Specify the API name of the record type.
- If you're defining more than one rule per record type, enter an integer in the Priority field for each rule that you want to be evaluated in a precise order (1 is first, 2 is second, and so on).
-
If the rule applies to a specific support role:
- Specify the name of the Eligible Role.
- If more than one success team member can have the specified Eligible Role and you want to randomly assign the Alert to any one of them, select Resolve Multiple Users Per Role. Otherwise, leave the box unselected to skip assignment by role when multiple team members have the Eligible Role.
- For Eligible User or Queue, enter the entity's Salesforce ID.
- Verify the Active setting. The Alert assignment logic considers active rules only.
- Save the rule.
