The next concept that we are going to learn in this section of case management use case assignment rules.
So what does case assignment rules gives assignment rules.
Asked the name says it is assignment of the cases.
So when a lot of cases.
A newly gets created in the system generally like what happens or ideally like what should happen when
a case is created the appropriate team should work on that case and resolve the case right.
So that is the whole expectation of the process.
But this concept of case assignment rules helps us to do this process much more efficiently.
How can we lose this process efficiently because in then it would be like hundreds thousands of cases
or even more cases that are being raised every day depending upon how large the business is and that
there would be like several teams working on the cases right.
Because that again depends on the business how large they are and depending upon the number of employees
depending upon the customers and depending up on the locations right.
There are several factors that attributes to the number of cases that are being raised every day so
they might have a worldwide business right.
They might have customers all over the world from several sectors.
So we don't know that doubling depends on the business so the number of cases the customers everything
everything is an attribute booted everything is a variable.
So how do we handle those cases efficiently.
So this concept of case assignment rules automatically assigns cases to the respective teams.
Say for example there might be several teams working on respective products.
The business might have more than one product and let's say for example 10 products and they have been
different support beams which looks into the cases for those specific products.
So when a case is raised with respect to product one automatically the case should be assigned to the
product one supporting.
And if a case is raised for product to automatically the case should be assigned to product to support.
So there is absolutely no time delay here in assigning the case but an appropriate theme right.
So that famous largely go down that further brings o deficiency.
So does automatic assignment helps in assigning those cases appropriately to those specific teams automatically.
It is a scheduled process and how does it get assigned automatically.
It depends on the criteria that you define.
So when we are defining case assignment rules we define certain criteria.
Like based on those criteria those cases will get assigned automatically to the appropriate users or
the appropriate use.
So this is this whole concept of Kay's assignment rules.
Now let's understand how to create case assignment Roland says force.
So go to a developer OG and in setup look for case assignment rules.
So under cases you will have the option off case assignment tools.
And as you see here there is only one standard rule that is out here.
So now let's clear a little case assignment to take on you.
Here it gives you a Rudy name.
And yes.
OK.
And then we talk about does active button.
That can be only one case assignment rule that can be active at a given point of time.
You can have multiple assignment tools in your system but at a given point of time that can be one one
active case assignment tool or similar delete assignment was actually so given a appropriate rule name
have given the room name as a support case assignment and have made it active.
All right.
Safe.
Perfect.
And now you'll see when we activated the support case assignment automatically the standard rule that
was existing that is no longer active.
Meaning at a given point of time that can be one only one active case assignment.
All right.
But just then we have just created a little less which we haven't added any rule and trees.
All right.
So now let's go ahead and create entry since as force so click on you to create a neutral entry and
the first criteria that we need to define.
So what does the first two criteria the the criteria can be based on multiple factors it can be based
on location.
It can be based on a product.
It can be based on multiple criteria together.
OK.
The criteria there is absolutely no limits here.
The criteria again is totally dependent on the business process and how we want to say in your cases
appropriately.
And also you have a thought order here.
So for Tada let me say one of the criteria when you get evaluated based on the thought order.
So the first is our target is one that we're going to create.
And let me say let me give the reason as the case
case reason we can say yeah we can say.
Case reason we can say equals and it's a big list and we can say break down.
All right.
So here is the case the reason is break down.
I want to assign a specific team.
OK.
And here we are assigning we can assign it to a user or we can assign it to some cues so cases can be
assigned to either users or either user cues similar to lead assignment rules.
So here I doubt if may we may have any QS assets in the system.
We do not have use but the concept of Google is how to create goals how to use skills everything we
have successfully we have discussed in our basic admin goals.
So you can go and refer to that.
But here as of for the time being asked we do not have any QS as such.
Let me just assign it to user and if we just have a couple of users.
So let me just assign it to those particular user and then if you have any email templates.
Yes you can actually e-mail templates accordingly and then optionally You can also select some predefined
case teams if you want to add any predefined case teams.
Yes.
All right so once you are done giving all these details click on Save Howard first of all in will be
saved.
So now that you see the first rule entry is saved.
This is the first criteria I mean in case recent equals break down.
No I'm going to create my second all entry so here the sort after the brutal meaning that this will
be evaluated.
Second and here are the field let me say that case reason is equals
performance.
Say for example.
All right.
And he had we do not have queues or use us.
So let me just assign it to me again and here are the same criteria.
Save why I created multiple double entries is that I just wanted to stress the importance of the sort
order then a case get created the sort of number one that will be evaluated first.
So the case reason equals break down and the case will be automatically assigned to the appropriate
user IQ.
We already have defined in this case entry.
So rule number two will not even be evaluated if rule number 1 is satisfied.
All right.
So then you have multiple case entries what happens is it goes one by one by one and then if it hits
say for example the fourth rule entry is satisfied then the system the lot go ahead and check five six
seven.
All right then the fourth that all entries satisfied automatically the case will be assigned to the
appropriate use it or kill.
And it stops there the whole process stops there already.
It wouldn't go to check five six seven.
So that is the importance of having this sort out of here.
Perfect.
Now we have successfully created our first case assignment rule.
And as I mentioned earlier there can be only one act of case assignment one at a given point of time.
Perfect.
So it's time to test it.
So how do we test it for testing papers what we can do is we can raise a case as the second you said
that does at best to and once we raise a case as the test does it automatically it should get assigned
to us tonight at 8:00 and that is the case use it the case hold it should get automatically assigned
to as part of the case assignment.
I have logged in as user to now go cases.
Let me create a new case and the case of reason this performance.
All right.
So I have created that new case.
All right.
The case origin so choose this option if you want to assign those using active assignment rules.
Yes I want to assign this automatically using the actual assignment rules.
And once you are done giving that safe perfect
The key is got created successfully and now you can see the case owner is not to the user to buck the
case on it is this the case on it as me.
And how was this case on as me just because in the case assignment rules I have given the criteria saying
that is the case reason is performance then automatically assigned me to this particular user.
All right.
And here you can have accused as well.
So this is how we use a case assignment rules to automatically assign cases to the respective users
are Qs.