Assignment Policies

Assignment Policies

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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.

Contents

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

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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 Image:lookupicon.gif 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 Image:lookupicon.gif 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 Image:lookupicon.gif 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.

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