Assignment rule in Salesforce
Create assignment rules to automate your organization’s lead generation and support processes.
Lead Assignment Rules—Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the lead import wizards.
Case Assignment Rules—Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.
Steps for creating Lead Assignment Rule:
1. Go to Setup –> Build –> Customize –> Leads –> Assignment Rule.
Auto-Response rule in Salesforce
An auto-response rule is a set of conditions for sending automatic email responses to lead or case submissions based on the attributes of the submitted record. Applicable leads include those captured through a Web-to-Lead form. Applicable cases include those submitted through a:
Self-Service portal
Customer Portal
Web-to-Case form
Email-to-Case message
On-Demand Email-to-Case message
You can create as many response rules as you like based on any attribute of the incoming lead or case, but only one rule for leads and one for cases can be active at a time.
Steps to Create a auto-response rule:
1. Create required email templates.
2. Go Set up –> Build –> Customize –> Leads –> Auto-Response Rules.
3. Click \”New\” button.
4. Give a name, check \”Set this as the active Web-to-Lead Auto-Response rule\” check box and click \”Save\” button.
5. Open the Auto – Response Rule.
6. Click \”New\” to create rule entries.
7. Below is the list of rule entries.
8. Create a sample Lead from Web to Lead form.
Escalation Rules:
Create case escalation rules to escalate cases automatically if they are not resolved within a certain period of time.
Typically, your organization will have one escalation rule that consists of multiple entries which specify exactly how the cases are escalated. For example, your standard case escalation rule could have two entries: cases with Type set to Gold are escalated within two hours, and cases with Type set to Silver are escalated within eight hours.
Choose Your Name | Setup | Customize | Cases | Escalation Rules.
Validation Rules:
Improve the quality of your data using validation rules. Validation rules verify that the data a user enters in a record meets the standards you specify before the user can save the record. A validation rule can contain a formula or expression that evaluates the data in one or more fields and returns a value of “True” or “False.” Validation rules also include an error message to display to the user when the rule returns a value of “True” due to an invalid value.
Workflow rules:
Many of the tasks you normally assign, the emails you regularly send, and other record updates are part of your organization\’s standard processes. Instead of doing this work manually, you can configure workflow to do it automatically.
Workflow automates the following types of actions based on your organization\’s processes:
bullet Tasks—Assign a new task to a user, role, or record owner.
bullet Email Alerts—Send an email to one or more recipients you specify.
bullet Field Updates—Update the value of a field on a record.
* Outbound Messages—Send a secure, configurable API message (in XML format) to a designated listener
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Salesforce processes any rule in the following order
Validation –> Assignment–> Auto-response–> Workflow –> Escalation rules
Cheers!!!