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Preparing for Time Sheets and Resource Absences
Submit Your Time Sheet
View Your Schedule on Agent Home
View Historical Adherence Metrics
Update a Shift Segment
Export a Workload History
Troubleshooting Shift Scheduling
Submit a Service Resource Preference
Adjust Your Workload History Data
Create Shifts
Create a Scheduling Objective
Optimized vs. Baseline Capacity Plan
Submit Time Off with Resource Absences
Create a Scheduling Rule
Data in a Non-Omni Workflow
Create a Scheduling Constraint
Data in an Omni-Channel Queue-Based Workflow
Workforce Engagement User Permission Sets
Shift Segments
Create a Service Territory
Map Job Profiles to Queues
Create Operating Hours with Time Slots
Workforce Engagement Limits and Considerations
Workforce Engagement
Non-Standard Shifts
Update Your Analytics App
Create a Learning Manager User Profile for Workforce Engagement
Workload History and Intelligent Forecast Glossary
Assign in Bulk with Mass Shift Update
Map Skills to Learning Content for Agent Engagement
Enable Intraday Management and Real-Time Adherence
Set Average Handle Times
Enable Workforce Engagement and Feature Preferences
Workload Histories and Intelligent Forecasts
Filter the Intraday Management Dashboard
Assign an Agent with Get Candidates
Export an Intelligent Forecast
Export Your Capacity Plan
Create a Workload History
Create Shifts in Bulk from a Capacity Plan
Create an Intelligent Forecast
Create a Capacity Plan
Create a Job Profile
Create a Shift Segment
Create Your Intraday Management Dashboard
Create Omni-Channel Queues for Workforce Engagement
Preparing to Use Shift Segments
Preparing for Shift Scheduling
Create Shift Templates
Create a Shift Segment Type
Admin Checklist for Workload History and Forecast Setup
Preparing to Use Agent Home
Admin Checklist for Capacity Plan Setup
Configure Users as Agent Engagement Learners
Configure Skills for Agent Engagement
Create and Assign a Learning Manager User Profile for Agent Engagement
Configure the Omni-Channel Widget to Work with Agent Engagement
Configure an Enablement Site (myTrailhead) to Work with Agent...
Preparing to Use Service Resource Preferences
Admin Checklist for Intraday Management Setup
Allow Agents to See Their Service Resource Profile with an Apex...
Earn Skills as a Workforce Engagement Agent
Batch Assign Agents to Shifts
Capacity Plan Glossary
Capacity Plans
Assign Learning to Agents with Agent Engagement
Approve Time Sheets and Time-Off Requests
Create an Agent Engagement Learner User Profile
Allow Agents to See Their Assigned Shifts with an Apex Trigger
Preparing for Agent Engagement
Set Up Workforce Engagement
Adjust Your Intelligent Forecast Data
Add a Related List to an Object
Scheduling Agents for Shifts
Time Sheets and Time-Off Requests
Email Notifications for Intraday Management
Intraday Management
Agent Engagement
Service Resource Preferences
Real-Time Adherence
Agent Empowerment Tools from Workforce Engagement
Test Service Cloud Voice
Set Up Desk Phones for Your Contact Center
Generate and Test Your Web-to-Case Form
Resolve Setup Issues with Self-Service Checks
Manage Your Contact Center in Amazon Connect
Customize Call Journeys with Amazon Connect Flows
Complete the Prerequisites for Disaster Recovery
Use Service Cloud Voice Across Sales and Service
Update the Key Pair for Your Contact Center
Create Your Amazon Connect Contact Center
Configure Disaster Recovery for Your Salesforce Contact Center
Generate a Salesforce Report for Amazon Connect Usage and Billing
Preparing Your Network for Service Cloud Voice
Service Cloud Voice Planning Checklist
Let Agents Pause and Resume Voice Call Recordings
Verifying Agent Connectivity on Their Local Computers
Set Up Service Cloud Voice with Amazon Connect
Troubleshoot Service Cloud Voice
Take Notes on a Call
Use a New Amazon Connect Instance
Configure Single Sign-on (SSO) to Your Telephony Provider
Link Calls with Customer Contact Records
Run Disaster Recovery for Salesforce Core
Service Cloud Voice Limits and Limitations
Update Your Contact Center
Add the Voice ID Component to the Omni-Channel Widget
Build Out Your Contact Center with Amazon Web Services
Get the Phone Numbers and Start the Flow
Monitor Call Quality with Mean Opinion Scores
Maintain Your Service Cloud Voice Contact Center
Set Up Your Network for Service Cloud Voice and Your Telephony...
Configure Service Cloud Voice
Set Up Service Cloud Voice
Customize Call Controls and Voice Extensions
Create Your Partner Telephony Contact Center
Service Degradation
Configure Your Service Cloud Voice Contact Center
Create the Voice Call Record Page
Supervisor Monitoring for Voice
Create an EventBridge Rule for Amazon Sentiment Signals
Show Call Recordings on the Voice Call Record Page
Respect Agent Capacity for Voice Calls (Beta)
Monitor Your Service Cloud Voice Contact Center
Install Your Telephony Provider’s Managed Package
Turn on Service Cloud Voice with Partner Telephony from Amazon Connect
Complete the Conversation Sentiment Prerequisites for Amazon Connect
Test Calls in your Contact Center
Voice Call Data Sync Error
Set Up the Voice Status Utility for Agents
Call Quality Degradation
Listen In to a Voice Call
Import Amazon Connect Queues and Memberships into Your Contact Center
Reach Your Customers Using High-Volume Outbound Calls
Set Up Voice ID
Enroll Caller in Voice ID
Enable Agents to Use Voice ID
Choose Your Service Cloud Voice Telephony Model
Suspend Sharing Rule Calculations
Automatically Trigger an Action Based on Detected Keywords
Work with Call Transcripts
Add and Remove Users To Your Contact Center
Assign Contact Center Permission Sets
Verify that Omni-Channel is Enabled
Track Contact Center KPIs with the CRM Analytics App
Train Your Agents on Service Cloud Voice
Configure Your Console App for Service Cloud Voice
Sync Agent Presence Statuses Automatically
Set Up Agents
Plan Your Service Cloud Voice Contact Center
Set Up Voice Call Audio for Virtual Desktop Users
Configure the Phone Book for Outbound Calls
Key Voice Performance Metrics
Create a Custom Report to See Voice Performance Trends
Set Up Org-Wide Sharing for Voice Calls
Manage Access to Service Cloud Voice
Prepare Your Telephony System for Conversation Intelligence
Voice Call Time to Assign
Automatically Trigger an Action Based on a Conversation Intelligence...
Confirm Your Tax Registration Number
Add the Voice ID Component to the Agent’s Work Area
Manage Contact Center Certificates
Add the Voice ID Component to the Voice Call Record Page
Disconnected Calls
Set Up Disaster Recovery for Amazon Connect
Service Cloud Voice Learning Map
Turn on Service Cloud Voice with Partner Telephony
Service Cloud Voice Key Concepts
Create a Rule in Amazon Connect That Identifies Intelligence Signals
Enable Conversation Intelligence in Amazon Connect to Process the...
Try Service Cloud Voice in Your Sandbox
Enable High-Volume Outbound Calls
Create a Contact Flow to Transfer High-Volume Outbound Calls
Configure Caller ID for Your Contact Center
Turn On Service Cloud Voice with Amazon Connect
Set Up Disaster Recovery for Service Cloud Real Time
Resume Sharing Rule Calculations
Set Up Disaster Recovery for Salesforce Core
Enable Agents and Supervisors to View Sentiments of Call Conversations
Configure Your Amazon Connect Instance
Increase Amazon Service Quotas
Roll Back a Lambda Update
Call Transcription
Set Up Service Cloud Voice with Partner Telephony
Set Up Conversation Sentiment in Service Cloud Voice
Create a Partner Amazon Contact Center
Sandbox Org Guidelines for Service Cloud Voice and Amazon Connect
Agent Status Sync
Check Voice Channel Performance
View the Sentiments of a Call Conversation
Monitor Your Amazon Connect Usage and Billing
Map Your Presence Statuses to Amazon Connect
Set Up Service Cloud Voice with Partner Telephony from Amazon Connect
Verify That Contact Lens Is Enabled
Voice Routing Error
Calls Missed by Agents
Verify That Contact Lens Speech Analytics Is Enabled
Taking Action Based on Intelligence Signals
Prepare Conversation Intelligence for Amazon Connect Intelligence...
Prepare Conversation Intelligence for Partner System Intelligence...
Enable Voice ID in Amazon Connect
Run Disaster Recovery for Amazon Connect
Create an Amazon Connect Contact Flow with Voice ID
Create an Autolaunched Flow to Make the Calls
Use Service Cloud Voice with Sales Engagement
Get Expert Support for Service Cloud Voice
Use an Existing Amazon Connect Instance Integrated by Salesforce
Disaster Recovery Limitations
Disaster Recovery for Amazon Connect
Use an Existing Amazon Connect Instance Integrated by You
Enable Queue Management
Disaster Recovery for Service Cloud Real Time
Disaster Recovery for Salesforce Core
Assign Agents to a Contact Center Group
Verify Voice Call Recording Access in Amazon Connect
Grant Agents Access to View Agent Statuses When Transferring Calls
Create the Recommendations
Customize the Voice Call Routing Logic with Omni-Channel
Create the Recommendation Strategy Flow for Next Best Action
Set Up a Next Best Action
Voice Call Recordings
Create a Custom Component to Trigger an Action
Disaster Recovery for Service Cloud Voice
Reduce Agent Handling Time with Conversation Intelligence
Delete a Contact Center
Migrate an Existing Salesforce Contact Center Created from an XML...
Delete Voice Call Customer Data
Create a Default Phone Channel
Deactivate Disaster Recovery for Amazon Connect
Create a Conversation Intelligence Rule to Trigger an Action
Analyze Call Recordings for Insights
Configure Amazon Connect for Voice
Create a Phone Channel
Interrupt a Voice Call with Supervisor Barge-In
Configure Single Sign-On with Amazon Connect
How Do I Check My Usage and Billing?
Compare Einstein Conversation Insights for Sales and Service
What Am I Billed For?
Add Callers or Transfer Calls
Set Up an Autolaunched Flow
Add the Einstein Next Best Action Component to the Voice Call Record...
Requirements to Access to Voice Call Recordings
Best Practices for Service Cloud Voice
Sentiment Journey for Call Conversations
Salesforce Reports for Amazon Connect Usage and Billing
Considerations for Amazon Connect Usage and Billing Reports
Listen to and Collaborate on Voice Call Recordings
Check Voice Status
Clean Up Your Amazon Connect Environment
Wrap Up After a Call
Configure AWS Identity and Access Management (IAM) Role for Voice
Test Your New Contact Center
Complete Migration Prerequisite Tasks
Telephony Minutes
Service Cloud Voice Minutes Report
Understanding the Difference Between Service Cloud Voice and...
Understanding Billing for IVR Utterances and Service Cloud Voice...
Understanding Billing for Telephony Minutes
Frequently Asked Questions
Activate Disaster Recovery for Amazon Connect
Service Cloud Voice
Grant Access to Old Call Recordings
IVR Utterances
How Does Billing Work?
Help Customers on the Phone
Migrate Your Existing Contact Center
Admin Monitoring for Voice
Turn on Universal Call Recording Access
Service Cloud Voice Usage and Cost Report
Service Cloud IVR Report
Service Cloud Voice Minutes
Pause Call Recording to Honor Customer Privacy
Answer and Make Calls
Add a Queue in the Contact Center
Add a Group to the Contact Center and Queues
User Verification Terms
Troubleshooting User Verification
Persist Secure Messaging History Across Multiple Devices with User...
Set Up User Verification
Understanding User Verification
Turn On Swarming
Use a Desk Phone
Tips on Writing Solutions
Share Survey Invitations with Users
Validate Short-Text Responses
Translate Surveys
Send Surveys During a Marketing Campaign
View the List of Users with Survey Access
View the Usage of Survey Responses
Use the Perform Survey Sentiment Analysis Flow Template
Use a Flow Action to Get Sentiment Insights
Use Rules to Target Survey Participants
Share and Grant Access to Surveys
Survey Question Properties
Use the Perform Survey Sentiment Analysis for User-Selected Question...
Specify the Survey Language for External Participants
Link to Webpages from the Thank You Page
Share Surveys with Users
Add the Survey Invitations Related List to Standard Object Record...
Email Survey Invitations to a Group of Participants
Email Survey Invitations to Individuals
Create a Named Credential
Send Survey Invitations with the Send Survey Action
Create an AWS Account and Assign Permissions
Send Survey Invitation Links
Create Survey Data Maps for Sentiment Insights
Send Surveys to Digital Engagement Channels by Using a Flow Action
Create Data Maps to Send Custom Notifications Based on Survey...
Set Up Salesforce Email Composer to Use with Surveys
Use APIs to Get Responses from Unauthenticated Guest Users
Send Surveys to a Different Salesforce Org
Select the Access Level for Merge Fields
Insert Merge Fields
Add Topics to Survey Records
Share a QR Code that Contains a Survey Invitation Link
Create Surveys That Participants Can Complete from the Email...
Add a Survey to Any Lightning Record Page
Insert Responses from Previous Questions
Insert Images in Survey Pages
Generate Survey Invitations for Contacts, Person Accounts, and Leads
Enable Sentiment Insights
Track Satisfaction Across a Customer's Lifecycle
Gather Feedback at the End of a Messaging Session
Create a Data Map for Survey Responses
Export Survey Responses
Show Survey Progress to Participants
Enable Surveys and Configure Survey Settings
Delete a Survey
Define Default Settings
Customize the Thank You Message
Create a Basic Survey
Create a Timeline to View Survey Responses
Create a Custom Report Type to View Survey Scores
Create a Standard Survey
Create a Survey Version
Create a Custom Report Type to View Related Record Details
Create Survey Data Maps to Create or Update Records
Create Alerts for Survey Responses
Create a Data Map to Get Alerts
Configure Variables for Merge Fields
Create a Survey from a Copy
Schedule the Dataflow for the App
Enable Auto-Progress to the Next Survey Page
Create and Share an App from the Customer Lifecycle Analytics Template
Assign Customer Lifecycle Analytics User Permissions
Set Field-Level Security to Enable Creation of the Customer...
Set Up Engagement Channel
Enable CRM Analytics
Service Catalog Site Permissions Assignments
Set Up the Service Catalog Pages
Aura Setup Pathway
Service Catalog Permissions
Building Your Service Catalog Site
What Is the Service Catalog Site?
Surveys FAQs
Configure Feedback Scorecards
Set Up and Work with Service Console
Set Up Service Cloud Basics
Create a Catalog Category
Assign Permissions to Guest Users to Respond to Surveys
More Service Cloud Features
Use Swarming in Lightning Experience
Individual-Object Linking
Configure the Search Page
Swarm in Lightning Experience
Assign Customer Lifecycle Analytics Administrator Permissions
Service Cloud Channels
Add the Survey Invitations and Responses Related List to Object...
Service Catalog Site Glossary
LWR Service Catalog Site Guidelines
Set Up Your Site Navigation Menu
LWR Setup Pathway
Show Survey Pages Based on Responses
Determining Your Setup Pathway
Service Catalog Site Licensing
Create a Catalog Item
Set Up the Search Page
Provide Self-Service in a Help Center
Catalog Fulfillments
Show Survey Pages Based on Merge Fields
Email-to-Case Threading
Create a Data Category Group
Set Up the Service Catalog Request Page
Verify the Service Catalog Pages Installation
Add the Send Survey Action to Object Page Layouts
Set the Service Catalog Site Setup Configurations
Launching Your Service Catalog Site
Configure the Home Page
Service Catalog
Setting Up Your Service Catalog Site
Retrieve Catalog Item Metadata
Create a Catalog Fulfillment
Set Up Service-Level Agreements in Service Cloud
Service Cloud Reporting
Show Questions Based on Responses to Questions on the Same Page
Catalog Requests
Service Cloud Routing
Channel Tools
Add Data Categories to Your Site
Collaborate in an Experience Builder Site
Preparing to Build Your Service Catalog Site
Getting Oriented with the Service Catalog Site
Manage and Work with Cases
Increase Your Productivity in the Service Console
Service Catalog Site Resource Hub
Swarm in Slack
Solve Cases
Solution History
Viewing Solution Lists
HTML Solutions Overview
Searching for Solutions
Solution Fields
Set Multilingual Solution Statuses
Multilingual Solutions Overview
Add Solutions
Suggested Solutions Overview
Work with Solutions
Solutions Home
Manage Social Posts
Assign Social Customer Service Agents
Deleting Solutions
Enable Multilingual Solutions
Categorizing Solutions
Data Populated into Social Objects for Social Customer Service
Displaying and Selecting Solutions
Social Customer Service Setup Options
Solutions Overview
Manage Social Personas
How to Reconnect a Social Account
Add Social Accounts to Social Customer Service
Social Action Tips
Format Case Content from Social Posts
Set Feed Tracking
Enable Social Customer Service
Set Up Social Customer Service
Enable Service Post Reply Without a Case
Configure Inbound Social Posts
Set Up Social Customer Service with a Guided Setup Flow
Engage and Respond Using Social Customer Service
Connect to Customers with Social Customer Service
Social Customer Service
Enable Moderation for Social Customer Service
Configure the Social Conversations Component
Create the Social Action Interface
Apex Tests for the Default Apex Class
Default Apex Class Process
Default Apex Class Reference
Embedded Chat Limitations
Customize Additional Chat Branding
Default Apex Class History
Create an Embedded Service Deployment
Test Your Embedded Chat Window
Specify Your Chat Window’s Settings
Specify the Chat Settings for Your Embedded Chat Deployment
Enable Social Post Approvals
Tour the Social Conversations Component
Add Your Embedded Chat to a Website
Customize the Embedded Pre-Chat Form
Modify the Default Apex Class
Administer Social Customer Service
Set Up Your Embedded Chat Window
Customizable Parameters in the Embedded Chat Code
Embedded Chat
Translate Your Chat Window
Add Your Chat Window to an Experience Site
Customize the General Branding for Your Chat Window
Customize Post-Chat Surveys
Use Custom Components With Your Chat Window
Customize the Embedded Service Code Snippet
Customize the Embedded Chat Offline Form
Managing and Viewing Shift Schedules
Create and Assign Skills
Shift Scheduling Considerations and Limits
Shift Scheduling
Shift Scheduling Tools
Turn On and Customize Web-to-Case
Prepare for Web-to-Case
Create Queues
Set Up Swarming
Set Up Email-to-Case
Take Action in Slack
Set Up Swarming User Permissions
Set Up a Collaboration Tool for Swarming
Manage Swarming
Configure Swarming Flows
Limitations and Considerations for Swarming
Change a Swarm Record’s Slack Channel Name
Set Up Agent Statuses and Capacity
Set Up Lightning Knowledge with a Guided Setup Flow
Service Cloud Printed Resources
Test Your Omni-Channel Implementation
Supported Objects for Omni-Channel
Service Channel Settings
Omni-Channel Routing Model Options
Give Users Access to Presence Statuses with Profiles
Presence Status Settings
Routing Configuration Settings
Service Intelligence Setup
Service Intelligence
Service Intelligence Data Refresh
Create a Data Cloud Salesforce CRM Connection
Presence Configuration Settings
Associate Routing Configurations and Agents with Queues
Set Up Omni-Channel
Give Users Access to Presence Statuses with Permission Sets
Create Presence Statuses
Understand Capacity Models
Create Routing Configurations for Your Queues
Create Presence Configurations
Control Visible Work Item Details in Omni-Channel with Compact Layouts
Create Service Channels
Install the Service Data Kit for Service Intelligence
Enable Service Cloud Features
Service Intelligence Cases Dashboard
My Performance Dashboard For Agents
Manage Contact Center Queues in Salesforce and Your Telephony...
Service Intelligence Assets
Add the Omni-Channel Widget to the Classic Console
Work with Service Contracts
Service Intelligence Omni-Channel Dashboard
Service Intelligence Einstein Conversation Mining Dashboard
Install Service Intelligence
Map Your Salesforce Queues to Telephony Provider Queues
Update the Data Cloud Salesforce Connector Permission Set
Service Intelligence Dashboards
Service Intelligence Considerations and Requirements
Generate the Call Center Routing Map with Telephony User Information
Work with Contract Line Items
Contract Line Item Fields
Map Your Existing Salesforce Users to Telephony Provider Users
What Is Service?
Service Contract Fields
Import the CSV into the CallCenterRoutingMap Salesforce Object
Guidelines for Working with Contract Line Items
Guidelines for Working with Service Contracts
Service Cloud
Self-Service Page Attributes
View the Sharing Organization-Wide Defaults Report for Portal Users
View the Sharing Rules Report for Portal Users
View the Object Access and Field-Level Security Report for Portal...
Portal Health Check
View the Administrative and User Permissions Report for Portal Users
Synonym Groups for Article Searches
Accessing Service Cloud on Mobile Devices
When do rules execute?
Limits for Assignment, Auto-Response, and Escalation Rules
Monitor the Case Escalation Rule Queue
Escalation Rule Entries
Set Up Escalation Rules
Escalation Rule Examples and Best Practices
Escalation Actions
Differences Between Auto-Response Rules and Workflow Email Alerts
Reviewing Solutions
Tips for Effective Support Reporting
Use Custom Report Types to Report on Support Activity
Resetting Self-Service User Passwords
Service Replies for Chat in the Console
Track Your Einstein Reply Recommendation's Performance
Enable Einstein Reply Recommendations
Build Your Recommendation Model
Allow Public Article Sharing
Reopen a Swarm in Lightning Experience
Einstein Service Replies for Chat
Reply Recommendations Key Concepts
Enable Service Replies for Email
Service Replies for Email Credit Usage and Tracking
Einstein Service Replies
Give Agents Access
Preparing for Einstein Reply Recommendations
Review and Publish Replies
Use Reply Recommendations in the Lightning Service Console
Set Up Einstein Reply Recommendations
Set Up Service Replies for Email
Einstein Service Replies for Email
Enable Einstein Service Replies
Maintain Your Recommended Replies
Einstein Reply Recommendations
Service Replies for Chat Credit Usage and Tracking
Service Replies for Email in the Console
Multi-Language Support
Give Agents Access to Reply Recommendations
Activate Your Reply Recommendation Model
Relate Records to Survey Invitations and Responses
Survey Question Types
Survey Objects for Report Types
What’s Messaging for In-App and Web?
Surveys Resources
Design Your Quick Text Strategy
Share Quick Text Using a Folder in Lightning Experience
Share Quick Text
Share a Single Quick Text in Salesforce Classic
Set Up and Use Quick Text
Monitor Queue Members with Reports
Create Quick Text Messages
Swarm with Quick Actions
Quick Text Considerations
Give Users Access to Quick Text
Set Up Queues
Insert and Use Quick Text
Enable Quick Text
Manage Promoted Search Terms in Knowledge Articles
Promote Articles in Search Results
Prepare to Route to Skills
Prepare to Route to Queues
Set Up Expert Finder for Swarming
Using the Portals Tab
Prepare to Route to Agents
Preparation for Setting Up Your Portal
Plan for Messaging for In-App and Web
Invoke an Omni-Channel Flow to Route Non-Real-Time Objects
Assigned Work Tab Fields
How After Conversation Work Affects Agent Capacity
Support and Train Your Agents
Use the Omni-Channel Widget to Work with Customers
Store Screen Pop Instructions in a Variable
Assigned Work Tab
Wallboard Tab
Wallboard Tab Fields
Enable Omni Supervisor
Set Up Omni Supervisor
Sort and Filter in Omni Supervisor
Queues Backlog Tab
Get to Know the Omni Supervisor Tabs
Queues Backlog Tab Fields
Change Queues and Skills Assigned to Agents
Enable Supervisors to Change Agent Queues and Skills
Set Up a Status-Based Capacity Model
Enable Skills-Based Routing
Transfer a Work Item to a Different Skill Set
Choose Your Routing Destination
Skills Backlog Tab Fields
Create Service Resources for Agents
Configure Your Routing Rules
Agents Tab Fields
Assign an Omni-Channel Flow to Route Cases from Email-to-Case
Skills Backlog Tab
Create Skills for Skills-Based Routing
Skills-Based Routing Limitations
Using Multiple Add Screen Pop Actions in an Omni-Channel Flow
Route to a Skill
How Does Skills-Based Routing Differ from Queue-Based Routing?
Manage Agents, Queues, and Skills with Omni Supervisor
Assign an Omni-Channel Flow to a Chat Button
Route to a Bot
Access Omni-Channel Setup Home
Create Cases for Inbound Calls with an Omni-Channel Flow Template
Set Access to Presence Statuses
Setting Up Custom Actions on Omni Supervisor Tabs
Set Up Secondary Routing Priority
Assign Skills to Service Resources
Basic Routing
Create an Omni-Channel Flow
Show All Offline Agents in Omni Supervisor
Route to a Queue
Route Work Items to Skills
Configure Work Items as Primary or Interruptible
Understand the Details of the Routing Lifecycle
Route Work Items Directly to a Specific Agent
Show the Default Actions on Omni Supervisor Tabs
Einstein Case Routing
Routing Salesforce and Partner Channels
Set Up Agents’ Capacities
Create the Screen Flow for the Omni Supervisor Custom Action
Prerequisites to Route Work to Skills
View Real-Time Metrics about Your Amazon Connect Contact Center
Route Calls to a Queue
Route Work with Omni-Channel
Prioritize with Interruptible Capacity
Change What Supervisors See in Omni Supervisor
Route to an Agent
How Does Skills-Based Routing Work?
Route Messages to a Queue
Create the recordId
Enable Omni-Channel
Create the reasonForNotRouting
External Routing
Create the input_record
Route Work Items to Queues
Route Chats to a Queue
Route Work Items to an Enhanced Bot
Assign an Omni-Channel Flow to a Phone Channel
Prerequisites for Customizing Routing Logic for Voice Calls
Create the prechat
Advanced Routing with Omni-Channel Flows
Create the skillList
Configure After Conversation Work Time
Make Smarter Routing Decisions by Checking Agent Availability
Provide Customer Support for Real-Time Channels with Omni-Channel
Get Help from a Supervisor
Change Agents or Groups Assigned to Voice Queues
Map Work-Item Field Values to Skills
Enable Skills-Based Routing Rules from the Routing Configuration
Routing with Skills-Based Routing Rules
Add the Omni-Channel Utility to a Lightning Console App
Add the Omni-Channel Utility to the Service Console
Add a Skill Requirement Action
Add Screen Pops to Give Agents More Context about Conversations
Add a Route Work Action
Add Omni Supervisor to a Lightning Console App
Add Omni Supervisor to the Service Console
Add Omni Supervisor to the Classic Console
Add the Custom Action to Omni Supervisor Tabs
Omni-Channel
Considerations and Limitations
Monitor Automated Article Process Actions
Monitor Support Processes
Prepare a Salesforce Org for Messaging for In-App and Web
Map Pre-Chat Values in Omni-Channel Flow
Flow Recipes for Messaging for In-App and Web
Give Users Access to Messaging for In-App and Web
Set Up Messaging for In-App and Web
Considerations when Replacing Chat with Messaging for In-App and Web
Changes to the Cases and Case Feed Mobile App
Test Your Messaging for Web Setup
Configure a Messaging for In-App Deployment
Configure a Messaging for Web Deployment in an Experience Builder or...
Update Your Messaging for Web Deployment After Upgrading to Enhanced...
Show Customers an Estimated Wait Time in the Messaging Window
Show the Emoji Keyboard in Messaging for Web
Customize the Enter or Return Key in Messaging for Web
Add Flexibility and Power with Messaging for In-App and Web
Set Push Notifications for Messaging for In-App
Persist Pre-Chat Inputs Across Messaging Sessions
Messaging Glossary
Compare Messaging for In-App and Web Capabilities to Chat Capabilities
Alternative Solutions for Chat Features That Aren’t Available in...
Set Business Hours in Messaging for In-App and Web
Customize Pre-Chat for Messaging for In-App and Web
Create Customer Flows for Messaging for In-App and Web
Considerations and Limitations for Messaging for In-App and Web
Configure a Messaging for Web Deployment
Send Automated Messages in WhatsApp
Considerations for Using WhatsApp in Service Cloud
Create a Standard WhatsApp Channel in Service Cloud
Troubleshooting the Send Message Action in Messaging
WhatsApp Message Template Categories in Service Cloud
Move Your Messaging Channels from Salesforce Classic to Lightning...
Create an Enhanced WhatsApp Channel in Service Cloud
Considerations for Long Code Messaging Channels
Add Terms and Conditions Acceptance to your Pre-Chat Form
SMS Regulations by Country
Test Your Apple Messages for Business Channel in Service Cloud
Create SMS Short Code Channels in Service Cloud
Create SMS Long Code Channels in Service Cloud
Test Your SMS Channel in Service Cloud
SMS Number Types in Service Cloud
SMS Terminology in Service Cloud
SMS Carrier Filtering in Service Cloud
Considerations for Short Codes
Send Voice Messages in Messaging Sessions
Set Up WhatsApp in Service Cloud
Prepare for WhatsApp, Facebook Messenger, Apple Messages, and SMS
Test Your WhatsApp Channel in Service Cloud
Give Users Access to Messaging in Service Cloud
Send Messaging Components in Messaging Sessions
Report on Messaging Activity in Service Cloud
Route Service Cloud Messaging Sessions with Omni-Channel Flows
Route Service Cloud Messaging Sessions to Queues
Increase Messaging Productivity
Considerations for Using Facebook Messenger in Service Cloud
Create Messaging Users
Messaging Error Codes in Service Cloud
Customize Your UI with Lightning Web Components
Prevent End-Users from Sending File Attachments in Messaging for...
Lifecycle of a Messaging Session in Service Cloud
Set Up Routing for Messaging Channels in Service Cloud
What’s Service Cloud Messaging?
Create a Flow to Link Individuals to Messaging Sessions
Set Up a Flow to Send Questions with Options in Messaging Sessions
Share External Apps in Messaging Sessions
Using Enhanced Bots in Messaging Channels
Create and Send Authentication Requests in Messaging Sessions
Send Automated Messages in Enhanced Messaging Channels
Set Up Broadcast Messaging in Service Cloud
Block Sensitive Data in Messaging Channels
Send Broadcast Messages
Create and Send Time Selectors in Messaging Sessions
Considerations for Using Messaging Components
Considerations for Broadcast Messaging
Create an Apple Messages for Business Channel in Service Cloud
Create and Assign a Broadcaster Permission Set
Create and Send Enhanced Links in Messaging Sessions
Create and Send Payment Requests in Messaging Sessions
Use Formulas to Add Dynamic Content to Messaging Components
Customize the Messaging Opt-In and Opt-Out Experience
Create and Send Auto-Response Components in Messaging Sessions
Create and Send Questions with Static Options in Messaging Sessions
Start a Messaging Session with a Customer
Customizing Messaging Components with sObject Formulas
Set Up Post-Chat Surveys for Messaging for In-App and Web
Example: Apex Class for Time Selector Messaging Components
Set Up a Flow to Send Payment Requests in Messaging Sessions
Create and Send Secure Forms in Messaging Sessions
Delete Messaging Customer Data
Clone Your Messaging for In-App Deployment
Customize the Enhanced Conversation Component in the Agent Console
Ending or Inactivating Messaging Sessions Automatically
Supported Functions in Messaging Component Formulas
Set Up a Flow to Send Time Selectors in Messaging Sessions
Enable Public Linking on an Asset File
Write Effective Broadcast Messages
Create and Send Questions with Dynamic Options in Messaging Sessions
Add the Broadcast Messages Tab to an App
Considerations for Using Apple Messages for Business in Service Cloud
Messaging Component Types and Formats
Add Apple Pay to a Messaging Channel
Interactive Messaging Components
Customizing Messaging Components with Formula Templates
Merge Fields for Cases
Publishers and Actions Supported in Salesforce Classic Macros
Keyboard Shortcuts for Macros
Custom Quick Actions Supported in Macros
Experience Cloud Publisher Actions Supported in Macros
Tips for Creating Bulk Macros
Salesforce Knowledge Actions Supported in Macros
Email Publisher Actions Supported in Macros
Tips for Creating Macros
Social Actions Supported in Macros
Share Macros Using a Folder in Lightning Experience
Search All Text Fields in Macros
Share a Single Macro in Salesforce Classic
Run a Macro
Manage Macros
Irreversible Macros
Share Macros
Run a Bulk Macro on Multiple Records
Insert Quick Text in a Social Post
Prerequisites for Macros
Create a Bulk Macro
Create Macros in Salesforce Classic
Things to Know About Macros
Examples of Macros in Salesforce Classic
Macros Considerations in Lightning Experience
Bulk Macros
Set Up and Use Macros
Create Macros in Lightning Experience
Create a Macro
Add Logic to Macros in Lightning Experience
Clone Macros
Automatically Attach a Salesforce Knowledge Article to an Email in...
Add and Replace Field Values in a Case Using Macros
Messaging for WhatsApp, Facebook Messenger, Apple Messages, and SMS
Protect Customer Data and Privacy in Service Cloud Messaging
Create a Facebook Messenger Channel in Service Cloud
Update Service Cloud Messaging Channel Settings
Troubleshoot Errors for Automated Messages in Standard Messaging...
Messaging User Fields
Compare Messaging Channel Capabilities in Service Cloud
Test Your Facebook Messenger Channel in Service Cloud
Set Up SMS Channels in Service Cloud
Create a Flow or Process to Send Messages in Standard Channels
Set Up Automated Notifications in Service Cloud Messaging
Send Automated Messages in Standard Messaging Channels
Send Images and Files in Messaging Sessions
Service Cloud Messaging Limits and Considerations
Customize Auto-Responses in Service Cloud Messaging Channels
Add Messaging to the Service Console
Messaging in Service Cloud
Track Messaging Users in Salesforce
Turn On Messaging in Service Cloud
Open Messaging
Transfer Chats to an Agent, Skill, or Button
End or Transfer a Messaging Session
Chat Transcript Fields
Chat Visitor Records
Accept a Message and Chat with a Customer
View Customer Records in the Salesforce Console
Message with Customers in the Service Console
Transfer Files During a Chat
Transfer Chats
Chat Transcript Events
Set Up Chat with a Guided Setup Flow
Create a Basic Chat Implementation
Customize Your Chat Branding with Salesforce Sites
Create Chat Deployments
Set Up Chat in Lightning Experience
Set Up Chat in the Salesforce Console in Salesforce Classic
Let Your Agents Block Visitors by IP Address
Chat with Customers on Your Website
Set Up Omni-Channel Routing for Chats
Automated Invitation Settings
Assign Skills to Agents
Set Visibility for Chat Users
Report on Chat Sessions
Pre-Chat Forms and Post-Chat Pages
Chat Agent Configuration Settings
Set Up Chat Answers from Knowledge Articles
Send a Chat Conferencing Request
Chat Statuses
Set Visibility for the Supervisor Tab Through Profiles
Chat Routing Options
Set Visibility for the Chat Sessions Tab through Profiles
Chat Queuing Options
Extend Your Web Chat Implementation with Embedded Service and...
Create Chat Buttons
What's Different in Chat in Lightning Experience
Create Automated Chat Invitations
Chat Session Records
Send Quick Text Messages in Chats
Set Up Chat in Salesforce Classic
Block Unwanted Chat Customers
End a Chat Session
Create an IP Blocking Rule to Block Chat Visitors
Chat with Customers
Chat Transcripts
Chat Button Settings
Block Sensitive Data in Chats
Chat for Support Supervisors (Salesforce Classic)
Permissions for Chat Support Supervisors
Set Visibility for the Chat Sessions Tab through Permission Sets
Set Privacy Options for Chat Users
Customize Your Chat Implementation
Create Chat Users
Supported Browsers for Chat Notifications
Change Your Chat Status
Chat for Support Agents
Permissions for Chat Support Agents
Enable Chat
Chat Deployment Settings
Create and Assign Chat Skills
Create Chat Agent Configurations
Compare Live Agent and Omni-Channel Routing for Chats
Add Chat to the Salesforce Console
Attach Records to Chat Transcripts
Attach Articles to Chats
Add a Lookup Component for Chats Routed with Omni-Channel to the...
Assist Customers with Chat
Access Customer Details During a Chat
Migrate from Legacy Live Agent to Omni-Channel for Chat
Add Chat to the Console in Lightning Experience
Add the Supervisor Panel to the Salesforce Console
Chat Setup Flow: What’s Next?
Set Up the Knowledge One Widget
Verify Migrated Articles in the Validation Stage
Compare Article Widgets for Cases at a Glance
Verify Migrated Articles in the Activation Stage
Salesforce Knowledge
Export Articles for Translation
Enable Topics for Articles
Define Validation Status Picklist Values
Use Salesforce Knowledge
Support Knowledge Articles in Multiple Languages
Import Translated Articles
Search Articles and External Sources on the Knowledge Tab
Enable Knowledge One with Profiles
Enable Knowledge One with Permission Sets
Sharing Considerations for Lightning Knowledge
Workflow and Approvals for Articles
Choose the Sharing or Access Model for Lightning Knowledge
Smart Link Considerations
Target Behavior for Smart Links
Sharing for Lightning Knowledge
Lightning Knowledge User Access
Knowledge Settings
Set Up Knowledge Component Actions
Improve the Knowledge Article Search Experience
Build Your Knowledge Base in Salesforce Classic
Create Public Groups for Knowledge
Set Up Knowledge for Enhanced LWR Sites
Search Highlights and Snippets in Knowledge Articles
Article Search Results
Classic Knowledge User Access
Support a Multilingual Knowledge Base
Migrate a Single Article Type
Migrate Multiple Article Types
Lightning Knowledge Migration Tool
Set Up Primary Article and Translation Side-By-Side View
Lightning Knowledge Post-Migration Checklist
Enable Lightning Knowledge
List View Considerations for Lightning Knowledge
Knowledge Scalability
Rich Text Fields in Knowledge Articles
Salesforce Knowledge Help and Resources
Plan and Sandbox Test Your Migration
Lightning Knowledge Migration Tool Features and Considerations
Knowledge Release Update
Set Up Actions to Share Article URLs in Channels and Case Publishers
Manage Articles and Content with Salesforce Knowledge
Verify Migrated Articles in Multiple Article Type Orgs
Knowledge Limitations in the Salesforce Mobile App
Use the Lightning Knowledge Component
Create Persistent Links to Lightning Knowledge Articles
Search for Knowledge Articles in Lightning Experience
Set Up and Configure Lightning Knowledge
Considerations and Limitations for the Lightning Editor
When Are Lightning Authoring Actions Available?
Authoring Actions in Lightning Knowledge
Record Type Considerations for Lightning Knowledge
Lightning Article Editor
Build Your Knowledge Base in Lightning Experience
Lightning Knowledge Limitations
What’s Service?
Service Setup Assistant Features
Customize Support Settings
Guidelines for Setting Business Hours
Guidelines for Creating Support Holidays
What’s a Case?
What’s a Case Team?
Create Case Team Roles
Predefine Case Teams
Set Up Email Alerts for Case Teams
Case Team Fields
Case Feed Upgrade Process
Create Permission Sets
Assign Permission Set
Assign Custom Profile
Convert Page Layouts
Customize the Highlights Panel
Configure the Case Feed Publisher
Feed View Settings
Add the Attachment Component
Add Case Experts
Rename Actions and Feed Filters
Customize Feed Filters
Add Custom Actions
Add Custom Components
Add Actions as Console Components
Email Drafts
Enable Email Templates
Email Draft Approval Process
Email Approval Send Actions
Highlight External Feed Items
Email Notifications for Portal Replies
Log a Call Action
Apply a Default Email Template
Send Email Fields
Send Email Considerations
Understand Default Email Fields
Change Status Action
Change Owner Action
Close Case Action
Case Comment Action
Add Actions to the Case Page
Customize Case Hovers
Set Up Case Merge in Lightning Experience
Set Up a Customer Feedback Survey
Create Cases
Clone Cases
View Case Lists
Update Multiple Cases
Assign Cases
Share Cases
View the Case Milestones
Case Comments
Create and Edit Case Comments on Case Detail Pages
Create and Edit Case Comments on Case Edit Pages
Use Actions to Work with Cases in Case Feed
Use Feed Filters in Case Feed
Case Feed and Related Lists
Find, Attach, and Email Articles with the Case Feed Articles Tool
View and Edit Cases from the Case Detail Page in Case Feed
Post on Cases and Experience Cloud Site Questions with the...
Printable View in Case Feed
In Lightning Experience
Work with Case Emails
Send and Reply to Email
Add Images and Files
Use Email Templates
Work with Draft Emails
Review and Approve Email Drafts
Customize with Rich Text
Set Up a Default No-Reply Email Address
Close Cases
Delete Cases
Merge Duplicate Cases from the Cases List View
Merge Duplicate Cases from the Case Record Home
Enable Suggested Articles to Solve Cases
Send Articles from Cases
Guidelines for Working with Cases
Case Fields
Case History
Case Hierarchies
Related Cases
Add Contact Requests to Experience Cloud Sites
Contact Request Considerations
Find What You Need
What’s Entitlement Management?
Setup Checklist
Limitations
Set Up Lookup Filters
Give Users Access
Create Entitlement Templates
Auto-Add Entitlements to Cases
Report on Entitlements
Verify Entitlements
Terms to Know
Entitlement Fields
Customize Page Layouts
Enable Feed Items
Set Up the Milestone Tracker
Limit User Updates
Create a Milestone
Auto-Complete Case Milestones
Where to View Milestones
Milestone Statuses
Milestone Actions
Recurrence Types
Objects with Milestones
Milestone Behaviors
Create a Process
Customize Fields
Add a Milestone
Add a Milestone Action
Apply a Process to an Entitlement
How Records Move Through Processes
How Business Hours Work
Updating Entitlement Processes
Creating New Versions
Using New Versions
Set Up Service Contracts
Add Contract Line Items
Entitlements in Experience Cloud Sites
Configure Settings
Create Assets
Considerations
Hierarchical
Replacements
Asset Fields
Service Console
Create Quick Text
Share Using a Folder
Share a Single Quick Text
Insert Quick Text
Prerequisites
Add Logic to Macros
Add and Replace Case Field Values
Attach a Knowledge Article to an Email
Share a Single Macro
Lightning Experience Considerations
Email Publisher Actions
Knowledge Actions
Custom Quick Actions
Experience Cloud Site Publisher Actions
Social Actions
Keyboard Shortcuts
Service Cloud Mobile Access
Customer Service Incident Management Objects and Fields
Cases and Incidents
Example of an Incident
Enable Customer Service Incident Management
Customer Service Incident Management Sample Flows
Considerations for Customer Service Incident Management Flows
Set Up Customer Service Incident Management Flows
Set Up Integrations
Add Related Issues to Case Record
Report On Customer Service Incident Management
Create an Incident
Identify Incident-Related Issues
Start a Swarm
Create an Incident Channel
Set Up an Incident Presence Status
Create an Incident Queue
Create an Incident Skill for Skill-Based Routing
Set Up Routing Configuration for Incidents
Set Up an Entitlement Process for Incidents
Add Entitlements to Your Page Layouts
Add the Milestones Component to the Incident Page Layout
Create an Entitlement for Incidents
Manage Incident SLAs with Entitlements and Milestones
Create a Problem
Identify Problem-Related Issues
Enable Broadcast Site Banners
Create Broadcast Topic
Assign Broadcast Topic to Network
Add Site Banner Component
Enable Broadcast Emails
Enable Broadcast Alerts
Add Incident Alerts Utility
Customize the Incident Alerts All Tab
Assign Broadcast Topic to Group
Enable Broadcast Slack Messages
Create a Broadcast Topic for Broadcast Slack Messages
Assign a Broadcast Topic to a Slack Channel
Create a Custom Broadcast Slack Message Template
Give Users Access to Broadcast Communications
Add Broadcast Communications to Incident
Considerations for Broadcast Communications
Send a Broadcast Alert
Respond to a Broadcast Alert
Send a Broadcast Slack Message
Update a Broadcast Slack Message
Delete a Broadcast Slack Message
Send a Broadcast Email
Add a Broadcast Site Banner
Deactivate a Broadcast Site Banner
Create a Change Request
Create a Work Plan Template
Create a Work Plan
Identify Change Request-Related Issues
Set Up Permissions
Set Up Console
Swarm with Actions & Recommendations
Swarm with Dynamic Actions
Set Up Expert Finder
Set Up Collaboration Tool
Add Members to Swarm
Close a Swarm
Reopen a Swarm
Swarming Considerations
Create a Swarm Report
Change Slack Channel Name
How Does an Omni-Channel Flow Work?
What’s Next?
Create a Custom Report Type for Queue Members
Report on Queue Membership

Assignment Rules

View and Edit Assignment Rules
Key Concepts
Limits and Limitations
Choose Your Telephony Model
Planning Checklist
Get Expert Support
Turn On Voice
Create a Contact Center
Create a Partner Contact Center
Configure Single Sign-On
Configure an IAM Role
Add and Remove Contact Center Users
Use Voice with Sales Engagement
Additional AWS Services Add-on License
Configure Caller ID
Pause Call Recording
Train Your Agents
Compare Sales and Service Insights
Track Contact Center KPIs
Salesforce Open CTI
Salesforce Call Center
Set Up Your Third-Party Phone in Salesforce with a Guided Setup Flow
Definition Files
Required Elements and Attributes
Specify Values for Elements
Sample Definition File
Import a Definition File
View and Edit
Customize a Directory
Add a Directory Number
Design a Layout
Assign a Layout
Remove a User
What’s a Softphone?
Creating Call Logs in the Softphone
Putting a Caller on Hold Using the Softphone
Transferring a Call Using the Softphone
Making a Conference Call Using the Softphone
Wrapping Up a Call Using the Softphone
Making a Call by Dialing a Number Manually
Making a Call Using the Call Center Directory
Making a Call Using Click-to-Dial
Logging In to the Softphone
Changing Your Call Center State
Edit Your Personal Softphone Settings
Using the Call Center Directory
Turn On Web-to-Case
Generate Your Web Form
Prevent Spam with reCAPTCHA
Guidelines and Limits
Email-to-Case Limits
Guided Setup Flow
Turn On Email-to-Case
Configure Email-to-Case
Add Routing Addresses
Email System Forwarding
Email-to-Case Considerations
Email Threading
Email Threading Limitations
Limits and Considerations
Compare Messaging Channel Capabilities
Auto-Ending or Inactivating Sessions
Compare Messaging for In-App and Web to Chat
Alternative Solutions for Chat Features
Prepare Your Org
Configure a Web Deployment
Configure a Web Deployment in a Salesforce Site
Configure an In-App Deployment
Customize Pre-Chat
Map Pre-Chat Values in Omni-Channel Flows
Test Messaging for Web
Update Your Deployment After Upgrading to Enhanced Domains
Create Customer Flows
Turn On Messaging
Give Users Access to Messaging
Route with Omni-Channel Flows
Route to Queues
Create an Enhanced Channel
Create a Standard Channel
Send Automated Messages
Message Template Categories
Test Your Channel
Add Apple Pay
Terminology
Number Types
Carrier Filtering
Test Your SMS Channel
Assign Permissions
Add Broadcast Messages to an App
Block Sensitive Data
Customize the Opt-In and Opt-Out Experience
Customize Auto-Responses
Choose a Component Type
Create an Enhanced Link
Create a Question with Static Options
Set Up a Flow to Send Questions with Options
Set Up a Flow to Send Time Selectors
Example Apex Class
Set Up Post-Chat Surveys
Create a Secure Form
Create an Authentication Request
Set Up a Flow to Send Payment Requests
Share an External App
Customize with Formula Templates
Customize with sObject Formulas
Supported Formula Functions
Customize with Lightning Web Components
Send Automated Messages in Enhanced Channels
Add a Flow or Process
Troubleshoot Errors
Update Channel Settings
Add a Bot to Messaging
Report on Messaging Activity
Add Terms and Conditions Acceptance
Customize the Enter or Return Key
Show the Emoji Keyboard
Show Customers an Estimated Wait Time
Move Channels from Classic to Lightning
Accept a Message
Start a Messaging Session
Send Voice Messages
Send Messaging Components
Messaging Error Codes
Troubleshoot the Send Message Action
Add Chat to the Console
Feature Gaps and Expected Behavior
Service Cloud Chat Cookies
Embedded Chat and Einstein Bots
Permissions for Support Agents
Permissions for Support Supervisors
Create Configurations
Create Deployments
Customize Your Branding
Set Visibility for the Sessions Tab through Permission Sets
Set Visibility for the Sessions Tab through Profiles
Add the Supervisor Panel
Add a Lookup Component
Manage Chat Capacity with Omni-Channel
Let Your Agents Block Visitors
Create an IP Blocking Rule
Supported Browsers for Notifications
Deployment Settings
Session Records
Visitor Records
Transcript Fields
Transcript Events
Create a Deployment
Specify Chat Settings
Customize Embedded Chat Labels
Customize Chat Window Branding for a Experience Site
Customizable Parameters
Add Your Website to the CORS Allowlist
Code Settings to an Experience Site
Set Up Appointment Management
Embedded Flows
Experience Site Static Resources
Embedded Service Cookies
Einstein Bots Chat
Get Started
Experience Builder Site
Create a Flow to Link Voice Callers to Records
Create a Flow to Link Contacts to Cases
Create Channel-Object Linking Rules with a Guided Setup Flow (Beta)
Add Channel-Object Linking Rules for Voice Calls (Beta)
Agent Experience for Channel-Object Linking (Beta)
Create a Channel Menu Deployment
Add Items to the Channel Menu
Set Branding for the Channel Menu
Customize Labels and Translations for the Channel Menu
Create Channel Menu Code Settings
Apply the Channel Menu Code Snippet
Add the Channel Menu to Experience Cloud Sites
Channel Menu Limitations
Channel Menu Static Resource Files
Conversation Transcript Export
Knowledge Help and Resources
Compare Lightning and Classic Knowledge
Mobile Limitations
Plan Your Knowledge Base in Lightning Experience
Considerations and Limitations for Article Personalization for...
Article Personalization for Knowledge
Configure Knowledge Record Pages with Dynamic Forms
Activation Stage
Validation Stage
Post-Migration Checklist
Lightning Knowledge Home and Record Pages
Record Type Considerations
Page Layout Considerations
Plan Your Knowledge Base in Salesforce Classic
Create Article Types
Article Type Page Layouts
Add Custom Fields to Article Types
Article Type Templates
Delete an Article Type
Assign Article Actions to Public Groups
Articles or Knowledge Tab
Example Apex for Submitting Articles from Cases
Use Videos from Any Provider with a Custom Visualforce Page
Control Data Integrity with Validation Rules
Modify Default Category Group Assignments for Articles
Filter Articles with Data Category Mapping
Create Workflow Actions for Knowledge
Custom Fields for Articles
Field-Level Security on Articles
Article History Tracking (Lightning Experience)
Article History Tracking (Salesforce Classic)
Set Up Actions to Insert Articles to Channels (Lightning)
Set Up Actions to Insert Articles to Case Publishers (Classic)
Add Knowledge Pages to Enhanced LWR Sites
Add the Knowledge Article Component to Enhanced LWR Knowledge Pages
Create a .csv File for Article Import
Set Article Import Parameters
Create an Article .zip File for Import
Article and Translation Import and Export Status
Search Highlights and Snippets
Create Synonym Groups
Manage Promoted Search Terms
Use More Case Keywords to Find Articles
Search for Articles in Lightning Experience
Search for Articles in Salesforce Classic
Share Article URLs in Channels
Share Articles in Channels in Lightning Knowledge
Share Article Contents in Case Publishers in Salesforce Classic
Create and Edit Articles
Publish Articles and Translations
Translate Articles in Lightning Knowledge
Translate Articles in Salesforce Classic
Archive Articles and Translations
Delete Articles and Translations
Compare Versions of an Article
Create and Link to Anchors
Create Smart Links with the Link Tool in Salesforce Classic
Salesforce Knowledge Article Versions
Keyboard Shortcuts for Data Categories
Create and Modify Category Groups
Delete and Undelete Category Groups
Add Data Categories to Category Groups
Modify and Arrange Data Categories
Delete a Data Category
Activate Data Categories on Your LWR Site (Beta)
Add the Network Data Category Object Page (Beta)
How Category Visibility Differs from Other Salesforce Models
Category Group Visibility on Roles
Modify Default Data Category Visibility
Edit Category Group Visibility
Category Group Article Visibility Settings Examples
Configuration I: Create and Assign the Admin User Role
Configuration II: Enable Experience Cloud for Service Catalog
Configuration III: Create a Service Catalog Site List View
Step I: Customize Your Site
Step II: Set Your Site Administration Settings
Step III: Take Your Site Live
How It Works
Enable Article Recommendations
Select Fields
Build and Activate Your Model
Add the Knowledge Component
Use Article Recommendations in the Console
Add Article Recommendations to a Flow
Sample Flow to Send Recommended Articles in an Auto-Response Email
Understand Model Quality
Can My Bots Sound like My Company?
What Help Do I Need to Get Botting?
Engaged Sessions, Bot Billing, and Bot Performance
Einstein Bots Requirements
Einstein Bots System Limitations
Bot Data Reference Guide
Understanding Bot Permissions
Learn About Einstein Bots Compliance
Reduce Bias in Einstein Bots
Plan Your Einstein Bot
Enable Einstein Bots in a Scratch Org
Create a New Intro Template Bot
Learn About the Template Bot: Welcome Dialogs
Learn About the Template Bot: Connect with Sales
Learn About the Template Bot: Report an Issue
Learn About the Template Bot: Check Issue Status
Learn About the Template Bot: Check Order Status
Learn About the Template Bot: Gather Info from User
Learn About the Template Bot: Supporting Dialogs
Create a Bot from Your Data (Beta)
Explore Einstein Bot System Templates
Create an Einstein Bot from Scratch
Clone a Bot
Use Change Sets to Migrate Bots Between Orgs
Article Answers Troubleshooting Tips
Create a Template from an Einstein Bot
Package an Einstein Bot Template
Import an Einstein Bot Block
Create a Block from a Dialog Group
Package an Einstein Bot Block
Explore the Einstein Bot Block Library
What Makes Bots Tick?
Maintain Chatbot Conversation Quality
View and Edit Your Bot’s Name and Description
Add a Bot Profile
Log Conversations in Bot Event Logs
Set or Update a Bot Primary Language
Add or Remove a Secondary Bot Language
Manage Secondary Language Translations
Set a Bot Conversation Language
Connect a Standard Bot to Channels
Create an Enhanced Bot from Scratch or from a Template
About Cloning a Standard Bot as an Enhanced Bot
Clone an Enhanced Bot
Route Conversations to an Enhanced Bot
Specify a Default Outbound Omni-Channel Flow
Transfer Conversations with the Set Routing Type Dialog Step
Use Pre-Chat with an Enhanced Bot
Send a File from an Enhanced Bot
Receive a File with an Enhanced Bot
Display an Enhanced Link in an Enhanced Bot
Schedule an Appointment with an Enhanced Bot
Question with Dynamic Options: Example Apex Class
Question with Dynamic Options: Example Flow
Ask a Question with Static Options with an Enhanced Bot
Considerations for Enhanced Bots
Add a Dialog
Set Up a Dialog Message Step
Set Up a Dialog Question Step with Static Choice Responses
Set Up a Dialog Question Step with Dynamic Choice Responses
Set Up a Dialog Question Step with Text Responses
Introduce Object Search in a Dialog (Beta)
Add an External Service Action
Add a Standard Action
Set Up a Dialog Rule Step
Clone a Dialog or Dialog Step
Work with Dialog Groups
Setting System Bot Dialogs
Use Map View to Visualize Your Bot
Navigating Bot Conversations
Add a Bot Response Delay
Add a Custom Entity
Add a Value List Entity
Add a Custom Variable
Create Custom Context Variables
Transfer Bot Conversations to a Queue
Transfer Bot Conversations to Another Bot
Use Skills-Based Routing to Transfer Bot Conversations
Use Exact Matching for Intents
Turn on the Cross-Lingual Intent Model
Import Intent Data to a Bot
Import Intent Data to an Einstein Intent Set
Export Intent Data for Einstein Bots
Update an Active Einstein Bot
Source New Utterances with Intent Sets
Manage Intent Data in Einstein Intent Sets
Use Input Recommender to Generate Utterances (Beta)
Write Utterances for Einstein Bots
Improve Intent Matching Quality with Bot Training
Share Your Intent Model Externally (Beta)
Delete a Dialog with Intent Enabled
Evaluate How Well Your Bots Understand Your Customers
Add a Bot Options Menu to the Chat Window
Preview Your Bot
Manage Goals
Navigate Einstein Bot Standard Reports
View Bot Performance with CRM Analytics
Troubleshoot Your Bot
Improve Your Bot
Enable Classification Apps
Choosing Fields
Build Your Model
Automation Key Concepts
Configure Prediction Automation
Case Routing
Add Case Classification to a Flow
Save the Einstein Case Recommendations in Your Flow
Add Classification to the Service Console
Activate Your Model
Use Classification Apps in the Console
Update Your Model
Set Up Einstein Conversation Mining
Build an Einstein Conversation Mining Report
Create a Dialog from an Einstein Conversation Mining Report
Add to a Dialog from an Einstein Conversation Mining Report
Create an Intent from an Einstein Conversation Mining Report
Add Excerpts to an Intent from an Einstein Conversation Mining Report
Move Excerpts Within an Einstein Conversation Mining Report
Manage Einstein Conversation Mining Data
Turn On Grounding
Ground with Knowledge
Ground with Cases
Publish Replies
Use Recommendations
Maintain Your Replies
Enable Work Summaries
Add the Wrap Up Component to the Chat Transcript Page
Map Outputs to Summary Fields
Show Agents and Supervisors Mid-Conversation Summaries
Give Agents Access to Work Summaries
Use Work Summaries in the Console
Work Summaries Credit Usage and Tracking
Discover Field Service
Build Field Service
Customize Field Service
Optimize Field Service Schedules
Monitor and Troubleshoot Field Service
Key Concepts and Glossary
Enable Field Service
Install the Managed Package
Get To Know Personas
Permission Set Licenses
How Are Permission Sets Updated?
Set Custom Permissions
Assign Page Layouts
Territory Guidelines
Add Holidays to Operating Hours
What are Shifts?
Create Job Profiles
Scheduling Rule Types
Create Scheduling Constraints
Create Shift Patterns
Work Type Guidelines
Skill Guidelines
How are Status Categories Used?
Set Up Knowledge
Set Up Path
Set Up For Maintenance Work Rules
Define Capacity-Based Resources
Estimate Resource Efficiency
Resource Guidelines
Contractor Guidelines
Scheduling Considerations
Set Up Crew Management
Limit Access to Records
Sync Services and Resource Absences with Events
Customize Settings
Create Inventory Locations
Create Product Items
Create Serialized Inventory
What’s Schedule Optimization?
How Does the Optimization Engine Work?
Adopt and Implement Enhanced Scheduling and Optimization
Transition to Enhanced Scheduling and Optimization
Activate Schedule Optimization
Create the Field Service Integration Permission Set
Customize the Appointment Life Cycle
Time Zones and Appointment Booking
Navigable Countries
Considerations for Service Appointment Sliding
Configure Travel Modes
Create Travel Modes
Assign a Travel Mode
Fine-Tune the Scheduling Policy
Rule Type: Capacity Limit
Rule Type: Count Rule
Rule Type: Excluded Resources
Rule Type: Extended Match
Rule Type: Match Boolean
Rule Type: Match Fields
Rule Type: Match Skills
Rule Type: Match Territory
Rule Type: Match Time
Rule Type: Maximum Travel From Home
Rule Type: Required Resources
Rule Type: Service Appointment Visiting Hours
Rule Type: Service Crew Resources Availability
Work Rule Entries
Rule Type: TimeSlot Designated Work
Rule Type: Working Territories
Manage Rule Validation Checks
Manage Service Objectives
Optimize Using Priorities
Create Relevance Groups
Create Scheduling Recipes
Scheduling and Optimization Services
Reserve Time Slots for Designated Work
Considerations for Multiday Scheduling
Apply the Capacity Limit Rule to Scheduling Policies
Create a Work Capacity Limit
Work Capacity Usage (WCU)
Set Up Availability Calculations in Field Service Settings
Set Up Availability Calculations in the Field Service Admin App
Monitor Workstream Usage in Summary View
View Workforce Availability in the Work Capacity Dashboard
What’s Available in Enhanced Scheduling and Optimization
What’s the Fate of Older Salesforce Customizations?
Considerations for Enhanced Scheduling and Optimization
Limits and Limitations for Enhanced Scheduling and Optimization
Configure Enhanced Optimization per Territory
Limitations for Enhanced Optimization per Territory
Add Permissions for Service Appointment Bundling
Default Appointment Bundle Policy and Related Policies
Default Appointment Bundle Config
Set Up Automatic Bundling
Create Recordset Filter Criteria for Bundling Appointments
Create an Appointment Bundle Sort Policy
Create an Appointment Bundle Restriction Policy
Propagation Configurations
Aggregation Configurations
Create Appointment Bundle Aggregation Duration Downscales
Create Appointment Bundle Policy Service Territories
Create an Appointment Bundle Config
Test Your Configuration
Appointment Bundling Limitations
Set Key Performance Indicators
Set Up Product Warranties
Set Up Product Service Campaigns
Set Up Downtime Tracking
Add the Dispatcher Console
Enable Downtime Tracking
Set Up Visual Remote Assistant
Run Health Check
Set Up After Sandbox Refresh
Create Report Types
Manage Data Integration Rules
Set Up Salesforce Labs Dashboards
Add Service Resource Preferences
Add Required Skills
Attach Articles
Work Order Guidelines
Pricing Guidelines
Learn About Work Plans
Enable Work Plans
Customize Work Plans Settings
Assign User Permissions for Work Plans
Before You Begin
Get Started with Work Plans
Create Work Step Templates
Create Work Plan Templates
Manage Work Step Templates
Create Work Plan Selection Rules
Generate Work Plans
Adjust Plans and Steps on Work
Delete Work Plans and Steps
Complete Work with Work Plans Lightning Web Component
Complete Work with the Work Steps Related List
Create Multiple Maintenance Schedules
Troubleshooting
Manage Your Shift Schedule
Create Flexible Work Shifts
Create Shifts from a Pattern
Filter Criteria Guidelines
Find Shift Candidates
Assign and Update Shifts in Bulk
Color Code Shifts
Nonstandard Shifts
Create Time Sheet Templates
Create Absences
View Daily Travel Routes
View Calendars
Manage Service Crew Membership
From the Record Feed
From the Dispatcher Console
From the Appointment
Set Up Complex Work
Create Complex Work
Considerations and Limitations for Complex Work
Schedule Using Priorities
Schedule Emergency Appointments
Schedule Appointments Without Travel
Update Appointment Status
Unschedule Appointments
Reschedule Appointments
Fix Scheduling Overlaps
Group Nearby Appointments
Fill Schedule Gaps
Customize Appointment Chatter Settings
From Scheduled Jobs
Using Drip Feed
Create a Bundle Manually
Schedule a Bundle
Add Bundle Members
Modify a Bundle
Unbundle a Bundle
Common Tasks
Track Required Inventory
Request Inventory
Manage Serialized Inventory V2
Consume Serialized Inventory
Track Shipments
Record Product Warranties
Manage Product Service Campaigns
Record Asset Downtime
Template Guidelines
Signature Guidelines
Create Service Reports
Set Up Document Builder: Licensing and Enablement (Beta)
Give Users Access to Document Builder (Beta)
Assign Document Builder to Dispatchers and Mobile Workers (Beta)
Template Builder (Beta)
Document Builder Standard Components (Beta)
Activate a Service Document Template (Beta)
Setting the Service Document Template Field (Beta)
Generate Service Document PDFs on Desktop (Beta)
Generate Service Document PDFs on Mobile (Beta)
Learn About Field Service Asset Attributes
Set Up Field Service Asset Attributes
Create an Attribute Definition
Create Asset Attributes
Recordset Filter Criteria Monitoring and Thresholds
Setup Threshold Monitoring
Create Recordset Filter Criteria for Asset Fields
Create a Threshold
Asset Attributes Monitoring Limitations and Considerations
Learn About Outcome-Based Contracts
Set Up Outcome-Based Contracts
Create a Contract Line Outcome
View a Contract Line Outcome
Manage Scheduled Jobs
Optimize Today's Schedule
Optimize a Resource's Schedule
Monitor Optimization Requests
Gain Insight into Optimizations
Learn About Optimization Hub
Requirements for Optimization Hub
Limitations for Optimization Hub
Configure Optimization Hub
Optimization Hub Home Tab
Optimization Hub Schedule Tab
Optimization Hub Resources Tab
Optimization Hub Policy Tab
Learn About Appointment Insights (Beta)
Requirements for Appointment Insights (Beta)
Limitations for Appointment Insights (Beta)
Assign User Permissions for Appointment Insights (Beta)
Configure Appointment Insights (Beta)
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Assignment rules automate your organization’s lead generation and support processes. Use lead assignment rules to specify how leads are assigned to users or queues. Use case assignment rules to determine how cases are assigned to users or put into queues.

Required Editions and User Permissions

Lead assignment rules can assign leads regardless of whether leads are created manually, are generated from Web-to-Lead forms, or are imported using the Data Import Wizard.

Case assignment rules can assign cases regardless of how cases are created. Cases can be created manually or automatically using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Organizations typically use one rule for each overall purpose. For example, use one lead assignment rule for importing leads and use a different lead assignment rule for web-generated leads. Or use one case assignment rule for standard use and one case assignment rule for holiday use. For each rule type, only one rule can be in effect at any time.

Each rule consists of multiple rule entries that specify exactly how the leads or cases are assigned. For example, your standard case assignment rule can have two entries: cases with “Type equals Gold” are assigned to the “Gold Service” queue, and cases with “Type equals Silver” are assigned to the “Silver Service” queue.

To create an assignment rule, from Setup, enter Assignment Rules in the Quick Find box, then select Lead Assignment Rules or Case Assignment Rules .

Sample Assignment Rule

The following case assignment rule assigns a case to a specific queue based on the account rating:

Rule Name — Hot Account Assignment

Rule Entries:

Set Up Assignment Rules

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Assignment Rules in Salesforce

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Assignment rules are a powerful Salesforce feature that can help automate your organization’s lead generation and support processes. Assignment rules dictate to whom a lead or case is assigned based on criteria specified within Salesforce. Typically, your organization will have one rule for each overall purpose — like one lead assignment rule for importing leads and a different lead assignment rule for web-generated leads. Each rule can consist of multiple entries to specify precisely how leads or cases are assigned.

Rule Assignment Setup:

First, be sure you have the software’s group, professional, enterprise, unlimited, or developer edition. Other versions will not let you do this. Additionally, ensure you have permission to ‘customize the application.’ If you do not, speak to your Salesforce Admin before continuing.

1. Log in to your Salesforce Org and press Setup on the top proper Setup

2. type “assignment rules” in the setup search box and select “leads assignment rules” or “case assignment rules.”, 3. select a new entry for the assignment rule, 4. give the rule a name and specify if you want it active for leads or cases that are manually made and by those created automatically by web and email. click save., 5. you should now create the rule criteria. click on the rule you just created and click on “new” in the rule entries., 6. enter an order for the rule and the rule that you want to specify for lead or cases. this rule can either be based on a “set of criteria” or a “formula.”, 7. select the user or queue to assign the lead or case rule. you can use the magnifying glass to look up specific users or queues. then press save., criteria for rules:.

Order: This is the order in which the entry is processed, like a queue.
Criteria: These are various conditional criteria. You can use “criteria are met” or “formula evaluates to true.”
User: This specifies which user’s process queue to use.
Do not Reassign Owner: This determines if the user whose process stack is in use becomes the owner of the rule entity, or if it remains owned by its creator.
Email Template: This specifies email template settings if the rule triggers an email transmission to a prospect or a user within the group.
Some case definitions and team management settings can be customized, but they are pretty complicated and will be discussed in a future blog post.
After you specify all the rules you want to use for the entry, you can click “Save” or “Save & New” if you wish to keep, and then build more.

Assignment rules in Salesforce are quick to learn, and while easy to implement, they nonetheless bring powerful and flexible logic to an already robust CRM.

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Create Case Queues

Create a case assignment rule, test the case assignment rule.

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Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

From Service Setup, enter Queues in the Quick Find box and select Queues .
Label: Product Support Tier 1
Queue email: [email protected]
Supported Objects: select Case and click Add .
Queue Members: Click User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
Click Save .
Label: Product Support Tier 2
Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

From the Queues page, click New .
Label: Inquiry
Queue Email: [email protected]
Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
Rule Name: Standard Case Assignment
Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

Click the Standard Case Assignment link.

Create and customize a Case Assignment Rule by entering the rule details.

Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

Enter Support Settings in the Quick Find box and select Support Settings .
Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

Click the Contacts tab.
Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
In the Cases related list, click New .
Select a record type: Product Support .
Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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How to Create Assignment Rules in Salesforce

Assignment rules are a great instrument to better organize your sales and support teams’ work.

Using assignment rules you can automate the process of assigning owners to Leads and Cases.

Assignment rules description

There are two types of assignment rules in Salesforce: Lead Assignment Rules and Case Assignment Rules.

To better understand Salesforce terminology we’ll give you a short definition of what is a Lead and what is a Case in Salesforce.

Lead – prospect, someone interested in your product or service, but not yet ready to buy.

Case – customer’s question, complaint, or suggestion about your product or service.

Assignment rules can help you to automatically deliver specific Cases to the right people in the team who are specialized in a certain area so that the customers receive timely and qualified responses.

It also enables you to sort cases by priority according to the customer’s support package (Platinum, Silver, etc.).

The same thing applies with lead assignment rules Salesforce – you can define which users will be assigned leads that come from your website and which users will be assigned leads that come from social media.

Assignment rules and Queue creation

Now you know what assignment rules are for, we’ll show you how to set them up.

As an example, we’ll use Case Queue and Case Assignment Rules creation in Salesforce.

To create a Case queue in Salesforce, do the following:

Setup -> type Queue in the Quick Find box -> enter the Name and Label.
Leave the Queue Email field empty if you want the support employees included in the queue to receive emails when new cases are created or type the email addresses of the people who will receive this kind of notification.
Choose Case and add it to the Selected Objects column.
Choose members and add them to the Selected Members column -> click Save.

To create a Case assignment rule do the following:

Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save.
Click on the rule you just created -> click New in the Rule Entries section.
Sort Order – defines the order in which entries will be processed (entering “1” means that this entry will be processed first).
Select the criteria for this rule entry.
Choose the User to whom this rule entry will be assigned.
Choose the Email Template this user will receive when the new case will be assigned to him -> click Save.
Click Edit in the Rule Detail section -> mark this rule as Active ->click Save.

Don’t miss the benefits you can get from using assignment rules – give them a try on your organisation!

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Assignment Rules In Salesforce

March 21, 2022
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Author: Rishabh Dubey

Assignment rules in salesforce are used to automatically assign lead or Case to owner (User Or Queue). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.

Type of Assignment Rule

Salesforce has provided assignment rule for 2 Standard objects only

Lead Assignment Rules
Case Assignment Rule

Lead Assignment Rule : Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard or Dataloader.

Case Assignment Rule : Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal.

Setting Up assignment Rule

From Setup, enter Assignment Rules in the Quick Find box, then select either Lead Assignment Rules or Case Assignment Rules .
Choose New , and then give the rule a name. Specify whether you want this to be the active rule for leads or cases created manually and via the web and email. Then click Save .

Note : At any Point of time there can be only one active assignment rule (One for Lead & on for Case, So if there is already an active rule and you create a new active rule for same object the new rule will be active and the previous rule will be deactivated)

To create the rule entries, click New . For each entry, you can specify:
Order : Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
Criteria :Specifies conditions that the lead or case must match for it to be assigned.Enter your rule criteria.

Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.

Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, “High”) ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry will be deleted automatically if the custom field is deleted.

User : Specifies the user or queue to which the lead or case will be assigned if it matches the condition. Users specified here cannot be marked “inactive” and they must have “Read” permission on leads or cases.
Do Not Reassign Owner : Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
Email Template : We can specifies the template to use for the email that is automatically sent to the new owner. If no template is specified, no email will be sent. When assigning a lead or case to a queue, the notification goes to the Queue Email address specified for the queue and all queue members.
Predefined Case Teams : Specifies the predefined case team(s) to add to a case when it matches the condition. A case team is a group of people that work together to solve cases.
Replace any existing predefined case teams on the case : Specifies that any existing predefined case teams on the case are replaced with the predefined case teams on the condition, when a case matches the condition.

After creating the entry, click Save , or Save & New to save the entry and create more entries.

Example:

Requirement : On Account we have a Picklist field called Region, The field has 4 values AMER,LATAM,EMEA & APAC. We have below Queues in our Org

AMER Case Queue

LATAM Case Queue

EMEA Case Queue

APAC Case Queue

We want an assignment rule that will assign cases created for Account that have Region Amer to AMER Case Queue, Same for other values

Step 1. Go to Setup Search for “Case Assignment Rule”

Step 2. Click on new name the Rule “Case Assignment By Region”

Step 3. In Rule entries Section click on new fill below details

Sort Order =1
Rune this rule if the = Criteria are met (Account : Region equal AMER)
Queue = AMER Case Queue

Step 4 : Click on save and new and perform the same steps for rest of region

To test the Assignment rule Create a case for an Account where Region= Amer, While creating the case manually make sure to check the “Assign using active assignment rule” Check box. This can be set as default from Case Page Layout Properties.

If you are unable to see this checkbox even after enabling it from “Page Layout properties”, Please make sure that assignment rule is active.

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Leandata showcases power of modern revenue orchestration at opsstars 2022, leandata announces winners of the 2022 opsstars awards, what are lead assignment rules in salesforce.

Assignment rules are a powerful feature within Salesforce to assist your team’s automation of its lead generation and customer support processes. Assignment rules in Salesforce are used to define to whom your leads and cases (customer questions, issues or feedback) are assigned based on any one of a number of specified criteria you determine.

An organization would typically develop a rule for its GTM process or flow – for example, a lead assignment rule for inbound, website-generated leads, or a lead assignment rule for importing leads from an event, and so on. For case assignments, a company might establish one case assignment rule for weekdays and another assignment rule for weekends and holidays.

A lead or case assignment rule often consists of multiple rule entries to specify exactly how leads and cases are assigned throughout your go-to-market teams. For example, related to customer service inquiries, a standard case assignment rule might have multiple entries – cases with “Type equals Gold” are assigned to the Gold Level service queue, cases with “Type equals Silver” are assigned to the Silver Level service” queue, and so on.

Here’s the thing, though: As organizations grow and scale, they operationalize multiple GTM motions – inbound, outbound, account-based, upsell/cross-sell, and hybrid – but are limited to having just one rule in Salesforce. As a work-around, many organizations resort to creating one massive lead assignment ruleset and then wedging all of their rule entries into that one big ruleset, regardless of how many different motions that represents (e.g., entries 1-15 are for the inbound motion, 16-23 are for event follow-up, 24-37 are segment-based, 38-60 are territory-based, etc.). Over time, the machinations in Salesforce can quickly become unmanageable.

This post covers the best practices for Salesforce lead and case assignment rules to get your team more fully engaging your hard-won leads and quickening your organization’s time-to-revenue.

How to Define Assignment Rules

Your Salesforce administrator can only have one rule in effect at any particular moment in your go-to-market motions, and that assignment rule is intended to both automate lead generation processes and other customer-facing processes routed through your CRM.

Lead assignment rules specify how leads are assigned to users or queues as they are created manually, captured from your website, or imported via SFDC’s Data Import Wizard. Case assignment rules determine how cases are assigned to users or put into queues as they are created, either manually or through the use of Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or other data generation applications.

Criteria for Lead Assignment Rules

Okay, so you’ve decided that lead assignment rules in Salesforce make sense for your revenue operations team – now what? Well, first, you’ll need to determine the edition of your Salesforce instance. Lead assignment rules are available in the Group, Essentials, Professional, Enterprise, Performance, Unlimited, and Developer Editions of SFDC. Case assignment rules, conversely, are available only in the Professional, Enterprise, Performance, Unlimited, and Developer editions.

With regard to User Permissions, to view assignment rules, you’ll need View Setup and Configuration permissions. However, to create or change assignment rules, you’ll need Customize Application. If you are not your organization’s Salesforce administrator, you should check with her/him before attempting to head off on your own.

How to Create Salesforce Lead Assignment Rules

Creating lead and case assignment rules in Salesforce is a relatively straightforward process.

Login to Salesforce and select Setup in the upper right corner of the horizontal navigation bar.
In the Setup search box , type “assignment rules” and then select either Lead Assignment Rules or Case Assignment Rules.
Select New to create a new assignment rule.
In the Rule Name box, type a name and specify whether it should be active for leads or cases created manually and by those created automatically by web and email. When done, click Save .
Click open your newly created rule and select New in the Rule Entries to specify your rule criteria.
Step 1 in the “Enter the rule entry” window requires you to enter an Order for your new rule (the Order is the order in which the entry is processed, like a queue).
In Step 2, you determine whether your new rule is based on meeting a set of criteria or a formula. In the Run this rule if the dropdown box, select either “criteria are met” or “formula evaluates to true.”
Lastly, in Step 3, select the user or queue to whom your rule will assign your new lead or case (use the lookup feature to find specific users or a queue). After completing Step 3, select Save .

Why Are Your Salesforce Lead Assignment Rules Not Working?

If you discover your lead or case assignment rules are not working, there are a couple of tips to follow to quickly troubleshoot the root cause.

First, check to ensure the assignment rule is active. Remember, only one case or lead assignment rule can be active at one time. Secondly, ensure the record is assigned to the correct user or queue and make certain the checkbox Assign using active assignment rule has been selected. In support of this step, you can enable field History tracking on case or lead owner, as well as add object History (case or lead) in your page layout.

One common problem is overlapping rule entries, or rule entries in the wrong order. With dozens of rule entries, many will overlap, causing records to get assigned unpredictably. For example, if entry #1 assigns California leads to John, and entry #2 assigns Demo Request leads to Jane, then John might wonder why he’s receiving Demo Requests leads who are supposed to go to Jane.

Assignment Rule Examples

The image, below, shows sample rule entries being entered into Salesforce for a variety of “what if” situations:

Junk leads containing “test” are sent to an unassigned queue
Demo requests are routed directly to SDR 3
Leads at accounts with over $100 million in annual revenue are routed to AE 1
Leads in certain states are sent to their respective representatives

How LeanData Simplifies Salesforce Lead Assignment

Creating lead and assignment rules in Salesforce is relatively straightforward, but with limitations on having just one rule, as your GTM motions become more and more complex, it becomes necessary to populate that one rule with multiple defining rule entries. As you grow and scale, your rule threatens to become unwieldy, and is subject to the following:

Difficulty in both comprehending and managing
Poor visibility, making it difficult to troubleshoot and validate
Restrictions allowing only the criteria on the routed record

salesforce-lead-assignment-rules-example

LeanData’s lead routing flow and assignment solution is a native Salesforce application that allows users to create flows in an easy-to-understand visual graph. It’s visible representation of an organization’s desired lead flow affords many benefits to users, including:

Easier ability to visualize and understand complex flows
Real-time visibility of the routing of leads and the ability to quickly troubleshoot and make adjustments
At-a-glance ability to use information on matched records for routing decisions and actions

Assignment rules in Salesforce are a relatively easy-to-learn feature that can be very quickly implemented, delivering a flexible and powerful logic to your CRM processes. Automating your lead and customer processes will accelerate your GTM motions and deliver your organization a sustainable competitive advantage.

For more best practices in the burgeoning field of revenue operations, read the eBook, “ Best Practices for a Winning B2B Marketing Data Strategy .”

lead assignment rules
lead assignment rules salesforce

Ray Hartjen

Ray Hartjen is the head of content at LeanData, where he collaborates with internal and external customers in furthering the engaging narrative of revenue operations and innovative go-to-market strategies. You can connect with Ray on both LinkedIn & Twitter .

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Case Assignment Rule in Salesforce

In this Salesforce tutorial, we will learn the case assignment rule in salesforce . In addition to this, we will also see step-by-step how to create case assignment rules in salesforce Lightning and Salesforce Classic.

While working in an organization that uses salesforce, I got a requirement where I need to assign cases to a specific team and team member. So, to fulfill this requirement, we create a salesforce case assignment rule.

If you want to learn How to create case assignment rules in Salesforce Lightning and Salesforce Classic , you have come to the right place.

The following are the topics that we will cover in this salesforce tutorial:

Case assignment rule in Salesforce
Component of case assignment rule in Salesforce
Fields used in case assignment rule in Salesforce
How to create case assignment rule in Salesforce Lightning
How to create case assignment rule in Salesforce Classic

Table of Contents

Case assignment in Salesforce is the process of allocating a case to a certain team or teammate within an organization. A case assignment can be assigned in a variety of ways, either manually or in accordance with assignment criteria.

But, in this article, we will only focus on the case assignment rule in salesforce. So, a case assignment rule in salesforce is a process that automatically assigns cases to the appropriate team or teammate based on specific criteria.

This help in handling the case management procedure, speeding up responses, and boosting customer satisfaction. Also, it aids in enhancing both general effectiveness and customer service.

With this, we got an overview of the case assignment rule in salesforce. Now, we will move forward and understand its main components.

In Salesforce, the case assignment rule revolved around two main components such as case rule and case criteria.

Case Rule: A case rule defines one or more than one condition that must meet to be assigned to a specific user. We can add as many rule entries as we want to a single assignment rule.
Case Criteria: Case criteria are the conditions that are based on different factors such as case origin, status, type, etc.

In conclusion, the case assignment rule matches the case criteria first and then the case rule assigns the case to the appropriate user or queue.

With this, we got an overview of how the case assignment rule works in salesforce. Now, we will move ahead and try to understand the common fields used in the case assignment rule.

Some of the common fields used in Case Assignment Rules are given below:

Order: This field is used to specify the order of the case entries in which we want to execute the case rule.
Criteria: This field is used to specify the case condition that must meet with the case to whom it is assigned.
User: This field specifies the salesforce user or team to whom the case is assigned.
Email Template: This field is used to specify the email template that we want to use to send emails.
Predefine case team: This field defines predefined case teams to add to the case.
Replace existing predefine case team: This field replaces the existing predefined case team with a specified case team if the case condition meets.

With this, we have learned some common fields used in the salesforce case assignment rule. Now, we will move further and learn how to create case assignment rules in Salesforce Lightning .

Read: How to remove new event button from case object in salesforce

Here are the steps to create a case assignment rule in Salesforce Lightning:

Step 1: Log in to your Salesforce account and go to Setup .

Step 2: In the Quick Find box, type Assignment Rules , then select Case Assignment Rules located under Services.

How to create case assignment rule in Salesforce Lightning

Step 3: Click New to create a new case assignment rule.

How to create case assignment rule in Salesforce Lightning Example

Step 4: Enter a Rule Name for the case rule. Here, I create the Rule “High Priority Case” .

Step 5: Activate the rule by clicking the Activate button. Activating this rule will deactivate the current case assignment rule automatically as at one time only one rule is activated.

Step 6: Click Save to save the rule.

create case assignment rule in Salesforce Lightning

Step 7: Select the Rule Name and open it to add case assignment rules.

Step 8: Click New to create multiple rule entries under this rule.

Step 9: Set the Rule Order in which these rule entries will process.

Step 10: Define the criteria that will trigger the rule. This can include fields like case origin, cause status, and cause type. Here, I set the criteria for “Case Priority equal to High” .

Step 11: Specify the user or queue to whom we assign the case when a case meets the criteria. Here, I assign it to the “ User “.

Step 12: Optionally, we can also choose the email template for the case assignment rule.

Step 13: In addition to this, we can select predefined case teams and also replace existing predefined case teams.

Step 14: Click Save to save the case assignment rule.

Step 15: Test the rule by creating a test case that meets the criteria, and ensures that it is assigned correctly.

Note: Always check the checkbox “Assign using active assignment rule” to assign newly created case according to case assignment rule.

How to create case assignment rule using Salesforce Lightning

Once our case assignment rule is created and tested, Salesforce will automatically assign incoming cases based on the criteria we’ve defined.

create case assignment rule using Salesforce Lightning

With this, we learned to create the case assignment rule in Salesforce Lightning . Now, we will move and learn to create the case assignment rule in Salesforce Classic .

Read How to Enable Email to Case in Salesforce

Here are the steps to create a case assignment rule in Salesforce Classic:

Step 1: Log in to your Salesforce Classic account. Click on Avtar and then select Switch to Salesforce Classic .

How to create case assignment rule in Salesforce Classic

Step 2: Go to the Setup menu in Salesforce Classic and click on the Build section.

Step 3: Click on the Case object under the Customize section.

Step 4: Then, click on Case Assignment Rules .

create case assignment rule in Salesforce Classic

Step 5: Click New to create a new case assignment rule.

create case assignment rule in Salesforce Classic Example

Step 6: Enter a Rule Name . Here, I create a rule with the name Case Number Assignment .

Step 7: If we want to activate the rule click on the Activate button.

Step 8: Click Save to save the rule.

How to create case assignment rule using Salesforce Classic

Step 9: In order to add case assignment rules, select the Rule Name .

Step 10: Click New to create new rule entries.

How to create case assignment rule using Salesforce Classic Example

Step 11: Specify the Rule Order in which the rule should be evaluated if we have multiple rules.

Step 12: Define the criteria that the lead record must satisfy in order for the rule to be triggered. Any field on the lead record can be used to define your criteria. Here, I set criteria Case Number should be greater or equal to 00001001.

Step 13: Define the actions that should be taken when a case meets the rule criteria such as assigning the case to User, Queue, and Partner User. Here, I define an action that case should be assigned to Case Queue.

Step 14: As an additional option, we can select the email template to whom we want to assign the case assignment rule.

Step 15: We also have the option of choosing predefined case teams or changing the current predefined case teams on the case.

Step 16: To save the case assignment rule, click Save .

Step 17: By developing a test case that meets the requirement, we can confirm that our rule is functioning correctly.

create case assignment rule using Salesforce Classic

With this, we learned how to create the case assignment rule in Salesforce Classic.

You may also like to read the following Salesforce tutorials.

How to Delete a Case in Salesforce
How to Close a Case in Salesforce
How to Create a Case in Salesforce

In conclusion, Salesforce’s case assignment rules let us automatically allocate incoming cases to the right sales team members or queues based on predefined criteria.

Both Salesforce Classic and Salesforce Lightning provide a simple procedure to create a case assignment rule which will help our sales team work more effectively and efficiently.

In addition to this, the following are the topics that we have discussed:

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

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