Assignment Policies

Designer > Objects > Cases > Assignment Policies (Support Case Management)
Designer > Objects > Prospects > Assignment Policies (Sales Automation)

Assignment policies automatically assign record ownership and send email notifications.

About Assignment Policies

Assignment policies are used by the Prospect and Support Cases objects to automatically assign record ownership and trigger notification via email.

For example, use an assignment policy in Prospects to notify the representative in the associated territory, and send an autoresponse email message to acknowledge receipt of the inquiry

Assignment policies are applied when:

• A Prospect is imported
• A Prospect is added manually
• A Prospect is added via Web Forms
• A new Support Case is created

Within an assignment policy, a series of Assignment Policy Groups can be created and triggered to act when certain conditions are met.

Email notification messages can be personalized and delivered to:

• Record owner
• User who initiated the case
• Prospect who initiated the inquiry

Users that have the Customize Objects permission can view and edit Assignment Policies

Guidelines

These guidelines apply to assignment policies in Support Cases and Prospects.

Assignment Policies and Support Cases

• When used for Support Cases, assignment policies take precedence over the default case owner and provide more control as to which user receives a specific case

For example, assign cases of a specific type to a particular User (customer inquiries go to the sales lead, or shipping issues go to the shipping department lead)

• When Support Case data is received through website entries (Web Forms), the assignment policy will determine which User should be notified and assigned ownership

Assignment Policies and Importing Prospects

• When Prospects are imported, the policy will determine which user should be notified and assigned ownership

Learn More: Assignment Policy in Prospects

• The Assignments tab is used to create the Assignment Policy Group and Default Prospect Owner

New Assignment Policy in Support Cases

To add an assignment policy, first setup the Case Routing Settings and the Notification and Auto Response information, then add or edit Assignment Policies.

Case Routing Settings and Notification/Auto Response

1. Click Designer > Objects > Cases > Assignment Policies
2. Click the [Edit] button to edit the Case Routing Settings and Notification/Auto Response information
3. In the Case Routing Settings section, specify the default case owner for support cases coming from Cases added through the Cases tab

   The platform will first apply the Case Assignment Policies to determine the case owner, and if no owner is found, the case is assigned to the Default Case Owner

   Default Case Owner

   Enter the name of the default case owner

   Case ID Format

   By default, set to YYYY-MM-DD-{0000}; This is an Auto Number field; Learn more: Field Display Types

4. In the Notification and Auto Response section, enter the name and email address of the person originating the notification. This name and email address are used to send responses to cases as well as sending an Auto Response to a Web Form submitter.

   Full Name

   Name

   Email address

   Email address

5. Click [Save]

Assignment Policy

From this section, policies can be added or edited: From the Assignment tab, click one of the following options:

• [New Policy] - Click this button to add a new assignment policy
• [Reorder Policies] - Click this button to change the order that the policies are executed
• Policy Name link - Click the name of a policy to view, edit, or delete the policy

To Add a New Policy

1. From the Assignment tab, in the Policies section, click the [New Policy] button.
2. Complete the following information:

   Policy Information Section

   Basic information about the policy

   Name

   Policy Name

   Policy Criteria Section

   Define the criteria that will trigger the assignment policy; Select the Fields, Operators, and Values to build triggering criteria for this policy; Learn more: Filter Expressions

   Assignment Information Section

   Choose to assign the policy to a user or multiple users

   When multiple users are specified, allocation is done on a round-robin basis

   Assign To

   Select User

   Users

   Use the Lookup icon to choose the User(s), or start typing into the field to take advantage of the Auto-Completion capability for Lookup fields.

   Description Information Section

   Description

   Enter a description of the assignment policy

3. Click [Save]

To Edit an Existing Policy

1. From the Assignment tab, in the Policies section, click the Policy Name link.
   The policy information appears.
2. View or edit the following information:

   Policy Information Section

   Basic information about the policy

   Name

   Policy Name

   Policy Criteria Section

   Define the criteria that will trigger the assignment policy; Select the Fields, Operators, and Values to build triggering criteria for this policy; Learn more: Filter Expressions

   Assignment Information Section

   Choose to assign the policy to a user or multiple users

   When multiple users are specified, allocation is done on a round-robin basis

   Assign To

   Select User

   Users

   Use the Lookup icon to choose the User(s), or start typing into the field to take advantage of the Auto-Completion capability for Lookup fields.

   Description Information Section

   Description

   Enter a description of the assignment policy

3. Click [Save]

To Delete an Policy

1. From the Assignment tab, in the Policies section, click the Policy Name link.
   The policy information appears.
2. Click [Delete].
   A confirmation dialog appears.
3. Click [OK]

New Assignment Policy in Prospects

To add an assignment policy, first edit the Web Routing Settings and the Notification and Auto Response information, then add New Policy Groups to hold the Assignment Policies.

Edit Web Routing Settings and Notification/Auto Response Settings

1. Click Designer > Objects > Prospects > Assignment Policies
2. Click the [Edit] button to edit the Web Routing Settings and Notification/Auto Response Settings
3. In the Web Routing Settings section, specify:

   Default Prospect Assignment Policy Group

   Use the Lookup icon to find and select a policy group

   Default Prospect Owner

   Enter the name of the default Prospect owner

   The platform will first apply the Assignment Policies to determine the Prospect owner, and if no owner is found, the Prospect is assigned to the Default Prospect Owner

4. In the Notification and Auto Response section, enter:

   Full Name

   Name of the person originating the auto response notification

   Email address

   Email address of the person originating the auto response notification

   This name and email address are used to send responses to cases as well as sending an Auto Response to a Web Form submitter

5. Click [Save]

New Policy Groups

To create a new policy group

1. From the Assignment tab, click the [New Policy Group] button

   Group Name

   Name of the policy group

2. By default, the policy group is set to Active status; optionally, deselect the Active check box to make this policy group inactive
3. Optionally, select the Use this Policy Group for Automatic Assignments checkbox; When set, assignments are made automatically, based on the criteria specified in the assignment policies
4. In the Description Information section, enter a description of the Prospect Policy Group
5. Click [Save]

   These policy management action buttons become available:

   • [New Policy] - Click this button to add a new assignment policy
   • [Reorder Policies] - Click this button to change the order that the policies are executed
   • [Check Syntax] - Click this button to Verify the Policy is Configured Properly

   To view or edit the policy, click any Policy Name link

To Add Policies to a Policy Group, or Edit a policy

1. Optionally, click the [Edit] Button to change the Basic Information and Description
2. From a New or Existing Policy ([New Policy] button or Policy Name link), complete the following information:

   Policy Information Section

   Basic information about the policy

   Name

   Policy Name

   Policy Criteria Section

   Define the criteria that will trigger the assignment policy; Learn more: Filter Expressions

   Select the Fields, Operators, and Values you want to use as criteria for this policy

   Assignment Information Section

   Choose to assign the policy to a user or multiple users

   When multiple users are specified, allocation is done on a round-robin basis

   Assign To

   Select to User

   Users

   Use the Lookup icon to choose the User(s)

   Email Notification Template

   Choose a personalized template to use for the email notification

   Additional Notification Information Section

   Optionally choose to generate a message and send it to an email address for integration with other business systems

   Notify Email Address

   Enter an email address

   Notification Template

   Select an email template to use for the additional notification message

   Web Prospect Auto Response Information Section

   Select the autoresponse email template

   Auto Response Email Template

   Choose an email template to be used in the autoresponse to this Prospect; The email is sent on behalf of the new Prospect owner

   Description Information Section

   Description of the assignment policy

   Description

   Enter a description of the assignment policy

3. Click [Save] ; Optionally, click [Delete] to delete the policy

Verify the Policy is Configured Properly

Click the [Check Syntax] button to verify that your assignment policy is configured properly.