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What are case routing techniques in Salesforce?
What are case routing techniques in salesforce?
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3 Replies
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Hi Himanshu,
There is a standard functionality in salesforce “Case Assignment Rules”. With this you can route the cases from one user to another based on the certain condition in the assignment rules.
Thanks
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For Case Routing, you can explore Case Assignment Rules.
Some of the best practices are :
2) Define a default case owner for last entry of case assignment rules so that in case if a case doesn't meet all the entries the case should be assigned to some user.
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Hey
For Case routing, you can use case assignment rules, but, the only limitation being, there can be only one active rule at a time. You can alternatively use omnichannel or can try routing through round-robin algorithm. Check out the blog for more details: https://roundrobindistributor.com/what-is-round-robin/
Try using Salesforce apps like: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3000000DpgwTEAR
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