Case assignment as per skill and country HRSD

[Simran321]

Hi,

I want to auto assign HR Payroll cases based on Subject person's country. e.g. If the Subject Person's country is Spain, London or Switzerland then case should be assigned to Agent A and if the country is Australia and India then case should be assigned to Agent B. 

I was looking at Assignment and Matching rules but it does not seems that we can do this if one agent needs to be tied to multiple countries.

Am I thinking correctly?

Thanks,

Madhu

 

[Community Alums]

Hi @Simran321 ,

It's the Matching rule which decides the assignment based on Country and Skills.

auto matching rule is by skills and country first, and then by skills if no match is found. So, if two are in the same country, and one is in a different country, might make the difference. 

Might post your matching rules: HR Administration > Assignment Rules > HR Matching Rules for additional clarity.

Also, deactivate the matching rule which is surving the same purpose and activate yours.

This may be helpful for you also.

The Basics of HR Assignment Rules

[Simran321]

Hi Sandeep,

I just want to understand if HR agent is not is same country as Subject person then what is the best way to auto-assign. For e.g. If the agent is in UK but needs to auto-assigned cases for subject person in France and Netherlands.

I don't think Matching rules will work in that case. What is the best way to assign case to agents that are in different country then the subject person's country.

[Community Alums · Accepted solution]

Hi @Simran321 ,

In that case you can use HR assignment rule itself.

[Simran321]

Hi Sandeep,

Thanks. I created the HR assignment rule and it worked