Activity Forums Salesforce Questions and Answers What are case routing techniques in Salesforce?

  • Himanshu

    April 30, 2016 at 4:58 pm

    What are case routing techniques in salesforce?

  • Surbhi

    June 2, 2016 at 7:07 am

    Hi Himanshu,

    There is a standard functionality in salesforce “Case Assignment Rules”. With this you can route the cases from one user to another based on the certain condition in the assignment rules.


  • Jade

    January 29, 2019 at 6:19 am

    For Case Routing, you can explore Case Assignment Rules.

    Some of the best practices are :

    1) Round Robin Algorithm

    2) Define a default case owner for last entry of case assignment rules so that in case if a case doesn't meet all the entries the case should be assigned to some user.



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