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Activity › Forums › Salesforce® Discussions › What are case routing techniques in Salesforce?

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  • Surbhi

    Member
    June 2, 2016 at 7:07 AM

    Hi Himanshu,

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

    Thanks

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  • Jade

    Member
    January 29, 2019 at 6:19 AM

    For Case Routing, you can explore Case Assignment Rules.

    Some of the best practices are :

    1) Round Robin Algorithm

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

     

     

  • Nandini

    Member
    August 6, 2020 at 11:14 AM

    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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