Automatic case assignment
Case assignment methods
The following image shows the different methods in which you can define automatic case assignments:
You can configure assignment mapping rules by using one of the following ways:
- Qualification-based assignment mapping—Configure assignment mapping rules by defining a qualification or a query expression based on all available case fields, including custom fields. You can add multiple conditions in the query expression and use operators, such as AND, OR, and NOT. By default, qualification-based case assignment is enabled for new lines of business and disabled for existing lines of business. Learn how to enable qualification-based case assignment for an existing line of business in Enabling-qualification-based-case-assignment-for-your-line-of-business.
- Field-based assignment mapping—Configure assignment mapping rules based on basic case information, such as company, line of business, flowset, category tiers, priority, label, region, site group, and site. You can use a combination of these fields in the assignment mapping rules.
How automatic case assignment works
The following image shows how cases are automatically assigned to case agents based on case template, assignment mapping rules, and the round-robin method:
Learn about configuring automatic case assignments in Configuring-automatic-case-assignments.
Examples of case assignment mapping rules
Example 1: Configuring qualification-based assignment mapping rule
A case business analyst in Apex Global company configures an assignment mapping rule by using a qualification or expression for the Finance line of business, as shown in the following image:
A Pune-based employee of Apex Global requests for tax related documents. A corresponding high priority case is created with Category Tier 1 as Payroll and Category Tier 2 as Tax. The case is automatically assigned to Allen Allbrook from the Payroll support group for quick resolution.
Example 2: Configuring field-based assignment mapping rule
A case business analyst configures the following case assignment mapping rule for the HR line of business in Apex Global company:
A case agent creates a new hire case with Category Tier 1 as Talent Management. The case is automatically assigned to a case agent available from the Staffing support group. The assignee is selected by using the round-robin method.
Learn more about how assignment mapping rule is applied on a case in Example of how assignment and read-access mapping is applied when a case is created.