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Angad Julka

Assignment rules from Salesforce for Outlook

Process Automation

While creating cases from Outlook, we should get an option to use active assignment rules.
Currently when we create cases from Outlook we are unable to check the "Active Assignment rule" checkbox due to which it is assigned to the user who creates it. We need the ability to assign it automatically. I tried Workflows i.e when a case is created I tried updating a field still the "Active Assignment rules" don't trigger.
It is not possible to create 450 workflows as I have 450 assignment rules. Please have us the ability to assign cases using SFO "Active assignment rules". There can be a feature on this.

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Annetimoleon Immaculate Pugazhendi - 1 month ago

cvvdds
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Craig Rush - 2 years ago

@Crissy Koger we have since found a solution for this. We downloaded a free plugin: https://appexchange.salesforce.com/appxListingDetail?listingId=a0N3A00000ErILmUAN, and then created a process builder to trigger our case assignment rules based on a specific case origin. Hoping this helps :-)

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Crissy Koger - 2 years ago

It makes no sense we cannot use Case Assignment rules for cases created from Salesforce for Outlook. Our org will not be able to create cases using Salesforce for Outlook now. Just another limitation within the Salesforce ecosystem. Very disappointing to our end users.