How are Cases assigned?

Assignment Rule.

Cases in Salesforce can be assigned to various users or queues based on specific criteria. Here are the ways in which Cases can be assigned:

1. Assignment rules: You can create rules that specify the criteria for automatically assigning Cases to users or queues based on the attributes of the Case record. For example, you can create an assignment rule that assigns Cases based on the product mentioned in the Case or the location of the customer.

2. Queues: You can create queues to group together cases that have similar attributes. Users can be assigned to these queues, and the Cases in the queue can be worked on by any user in the queue.

3. Manual assignment: Cases can also be assigned manually by a user with appropriate permissions. The user can select the owner of the Case from a list of available users or queues.

4. Case teams: In Salesforce, you can also create Case teams to collaborate on Cases. These teams can include users with different levels of access to the Case and can be assigned to work on the Case together.

It is important to note that the assignment of Cases can also be automated using workflows, process builder, or flow. These tools can be used to automate the assignment of Cases based on specific criteria or business processes.