Case Automation Tool

What is Case Automation Tool in Salesforce

Let’s Discuss the Main Case Automation Tool

  • Queue: With the help of Queue, It organizes the support team burden by creating a list from which specific agents can jump in to resolve certain cases.
  • Assignment Rules: Case Assignment rules allow you to automatically route cases to the appropriate agents. It consists of multiple rule entries that define the condition and order for assigning cases. In the Salesforce org, We can create multiple rules but only one rule can be active at the same time.
  • Escalation Rule: The case escalation rule allows you to define automated actions when cases with specific criteria are open after a specified period of time. They can help you to identify when cases are not solved by a certain time.
  • Auto-Response Rule: It automatically determines which email templates to send to the customers based on the Case’s details.

We can create a case queue to help the support agents find the highest priority customer list and resolve their cases quickly. 

dont miss out iconDon't forget to check out: Salesforce Lightning Experience: Tools for Transitioning from Salesforce Classic to Lightning

Advertisement

Let’s Create a Queue. Follow the below step to create a queue:

Step 1: Go to Service Setup → Enter Queue in the Quick find box → Select Queues.

Step 2: Click on the New button → 

  • Enter the label and queue name.
  • If you want the support agent included in the queue to receive an email when a new case is created, leave the Queue email blank. Otherwise, enter an email to notify a person with the email address when each new case arrives.
  • In the Supported Object section, Select Case.
  • In the Queue Member Section, Add the members/ users.
  • Click on the Save  

Step 3: Go to the Case tab → In the view list, Choose your recently created Queue. 

At this time Queue is empty

Add Assignment Rule

We can create an assignment rule, so that case with a specific reason (defined in assignment rule)  is automatically assigned to them.

  • Go to Service setup → Enter Assignment Rule in the Quick Find box → Select Case Assignment Rule. → Click on New Button
  • Enter Rule Name → Click on Save
  • Open your created assignment rule and in Rule Entries, Click new 
    • In sort order, Enter 1
    • In the criteria for this rule entry, Enter your required criteria.
    • In “Select the user or queue to assign the case to” Section, add yourself.
    • In Email Template, Choose a template so that you receive an email when a case is assigned to you
    • Click on Save.
    • Click on the Edit button and Make the Rule Active → Click Save.

Escalation Rule

With the help of the Escalation Rule, we can reassign the case to another support agent. This rule can send a notification email to the new assignee.

Follow these steps to Add Escalation Rule (This Rule is created when a specific case needs to escalate to the right agent within limited hours.) 

  • Go to Service Setup → Enter Escalation Rule in Quick Find Box → Select Escalation Rules → Click on New
  • Enter Rule name, Mark Active → Click Save
  • Open your created assignment rule and in Rule Entries, Click new 
    • In Sort Order, Enter 1.
    • In the criteria for this rule entry, Enter your required criteria.
    • In “Specify the business hours criteria for this escalation rule”, Set Business Hours ( according to your Salesforce organization)(default)
    • Escalation Time set, when cases are created
    • Click Save
  • In Escalation Action, Click New
  • In Age Over, Enter 5. (It means Case closed after 5 hours)
  • Select Auto reassign cases User (another support agent)  and Notification Template.
  • Click Save.

If cases are not closed in 5 hours, cases are reassigned to the right person.

dont miss out iconCheck out another amazing blog by Shweta here: External Objects in Salesforce - The Implementation Guide

Auto-Response Rule

With the help of the Auto-Response Rule Customers receive a confirmation when their case is received so that customers know their case is heard. We set this rule so that customers are automatically sent a personalized email when they need help.

Follow these steps to Add Auto-Response Rule 

  • Go to Service Setup → Enter Auto-Response Rule in Quick Find Box → Select Case Auto-Response Rule → Click New
  • Enter Rule Name and Mark Active → Click Save. (Only one Auto-Response Rule can be active at a time.)
  • Open your created auto-response rule and in Rule Entries, Click new 
    • In Sort Order, Enter 1.
    • In the criteria for this rule entry, Enter your required criteria.
    • Enter Name and Email Address (It includes in the email template to send to customers)
    • Select the Email template from the lookup.
    • Click Save

Responses

Popular Salesforce Blogs