The case assignment challenge
For most service teams, case assignment is either manual or static. A manager scans a queue and makes the call, or Salesforce applies round-robin rules that don’t account for complexity, expertise, or bandwidth.
That leads to:
- Uneven workloads
Some agents are swamped. Others are underused. It hurts morale and delays resolution. - Missed SLAs
Without real-time prioritization, urgent cases get buried — and SLA breaches follow. - Slow handoffs
When a case reaches the wrong agent, it gets rerouted. Each reroute adds friction and wait time. - No accountability
With unclear logic behind assignments, it’s hard to track performance or optimize process.
How Q-assign for Service works
Q-assign brings structure, speed, and intelligence to case distribution — using rules you define and data you trust.
Rule-based logic with AI precision
Build assignment rules around any combination of criteria: agent skills, availability, tier, case type, priority, language, or product line. You control the logic. Q-assign does the heavy lifting.
Real-time case evaluation
As soon as a case is created, Q-assign evaluates it using your parameters. It considers complexity, customer profile, previous interactions, and workload — then matches it to the best-fit agent.
Dynamic workloads
Q-assign updates in real time. As availability or volumes shift, assignments adapt automatically. No queues to monitor. No manual intervention required.
Seamless handoffs with full context
Each case lands with the right context. Agents see full case history, related records, and AI-driven insights — so they can act quickly and confidently.
Tiered support and escalations
Assign complex cases to specialized Tier-2 agents. Use escalation logic for exceptions or red flags — all without disrupting your core routing strategy.
What you get with Q-assign for Service
- Real-time, rules-based case assignment inside Salesforce
- Workload balancing across teams and time zones
- Skill-based routing for faster, smarter resolutions
- Built-in escalation logic for high-risk or overdue cases
- Better SLA compliance through proactive distribution
- Improved agent productivity and performance insights
- Native Salesforce configuration and reporting
Who benefits and how
Case Managers
They no longer need to manually route or reroute cases. Everything is pre-configured, real-time, and rule-driven.
Customer Service Agents
They get cases that match their skills and bandwidth — with all the context they need to resolve quickly.
Tier-2 Support
They only receive the escalations they’re trained to handle — no more sorting through basic requests.
Salesforce Admins
They configure everything natively, with no code or third-party integrations required.
