Configure case routing and assignment

  • リリースバージョン: Australia
  • 更新日 2026年03月12日
  • 所要時間：2分

    • The case routing feature uses matching rules and assignment rules to identify cases that meet certain conditions and then route those cases to customer service agents.

    始める前に

    Role required: admin

    このタスクについて

    Matching rules are based on two defined sets of conditions: one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.

    Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met. Create an assignment rule for a matching rule using the Create assignment rule related link on the Matching Rule form.

    手順

    1. Navigate to All > Customer Service > Administration > Guided Setup.
    2. On the Getting Started page of the guided setup, click Get Started.
    3. In the Case Management category, view the list of tasks to configure the feature.
      表 : 1. Case Routing and Assignment
      Task Description
      Create matching rules for case routing Matching rules are based on two defined sets of conditions, one that identifies specific case attributes and another that identifies the agent resources best suited to handle cases with these attributes.
      Create assignment rules for case routing Assignment rules automatically assign tasks to users and groups when the conditions in a matching rule are met.
    4. To perform a task, click Configure.

      This button opens the page in your instance where the configuration is completed.