Assignment rules in action

Now that we have created a lead and a case assignment rule, let’s see how this looks in action. The assignment functionality works the same way for leads and cases, but we will use cases for our example since the case assignment rule allows us to assign to both a user and a queue. Any case that is created automatically through Web-to-Case or Email-to-Case will trigger the assignment rules. In our examples, we will create the cases directly in Salesforce.

The following screenshot shows the account record we will be using for our test:

Figure 18.18: Highlighted areas of an account record

As you can see, we will use the Edge Communications account (1). We will create cases using the two existing contacts, Sean Forbes and Rose Gonzalez (2). I made sure to update Mailing State/Province for Sean Forbes to New Jersey and Mailing State/Province for Rose Gonzalez to New York. These are the criteria the assignment rules will check so that it...