Salesforce ExercisesPower-user foundationsYour progress
LESSON 54 / 60

Route a support condition consistently

The same condition-action idea can apply to support work.

5 min
  1. 1Understand
  2. 2Guided practice
  3. 3On your own
THE IDEA

Route a support condition consistently

The same condition-action idea can apply to support work. A priority condition can route the matching cases to a designated owner.

First make sure the record reflects the supplied business situation. Then apply the rule and inspect the saved result; a rule cannot act on a condition the record does not meet.

Builds on Apply a simple lead routing rule

A WORKED EXAMPLE

A simple example

A High-priority case can be routed to the teammate covering urgent support while other priorities remain unaffected.

A common mistakeA case’s priority and its owner are separate fields; the routing rule connects them only through its stated condition.

Words you’ll use in this lesson
Automation
A rule that performs a specified action when its conditions are met.
Case
A customer question or problem tracked through resolution.
Owner
The teammate accountable for a record.