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    Use case · Case routing

    Route every Salesforce case to the right agent.

    Cases sit in queues. Manual triage delays resolution. Routing rules don't reflect reality. Ortoo Orchestrator routes Salesforce cases on skills, capacity, workload, and SLA, handled natively inside Salesforce.

    TEAMS RUNNING ON ORTOO ORCHESTRATOR

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    Jaguar Land Rover
    Komatsu
    OppFi
    Sage
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    Verivox
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    IG
    Jaguar Land Rover
    Komatsu
    OppFi
    Sage
    Splunk
    Verivox
    Volvo

    What it is

    Case assignment, in plain terms.

    Case assignment routes incoming Salesforce cases to the right agent based on rules. Done well, it keeps SLAs intact, balances workloads, and reduces the manual triage that quietly drags down service operations.

    Most Salesforce orgs start with native assignment rules and Omni-Channel. That covers the basic cases. What standard Salesforce does not provide is structured routing across multi-factor logic, capacity constraints, and SLA-driven escalation, which is where Ortoo Orchestrator fits in.

    Why this matters

    Routing decisions that fall back on people don't hold up at scale.

    Most service teams start with Salesforce assignment rules and Omni-Channel. That covers the basic shape: a case arrives, a queue catches it, an agent picks it up.

    What it does not cover is the part operations actually owns. Skills don't get matched, capacity isn't respected, and SLA priority quietly degrades when a senior agent is already buried. The work falls to whoever is watching the queue that day.

    The routing decision stops being a person watching a queue and starts being a rule the team owns.

    Ortoo Orchestrator adds the multi-factor logic, capacity awareness, and SLA-driven escalation that standard Salesforce stops short of, configured by operations teams in Salesforce setup, not by developers.

    // HOW IT WORKS

    Triggered by case context. Not by who is watching the queue.

    1. 01

      // STEP 01

      Identify the case context.

      Channel, priority, customer tier, region, and language are read the moment a case arrives. The triage step that used to live in someone's head happens before the case ever lands in a queue.

      1. Case created

        Email, web, chat

      2. Read context

        Priority, tier, region

      3. Ready to match

        Pass to engine

      Step 01 — Identify
      01
    2. 02

      // STEP 02

      Match against live agent state.

      Skills, current workload, availability, and SLA targets are evaluated together, against the rules operations teams already own. Capacity is real, not assumed, so senior agents don't end up routed work they cannot get to.

      1. Evaluate skills

        Required vs available

      2. Check capacity

        Live workload limits

      3. Apply SLA weight

        Time-to-respond rules

      Step 02 — Match
      02
    3. 03

      // STEP 03

      Route, log, and escalate.

      The case is assigned, the decision is logged in Salesforce, and SLA timers start. If the case stalls or no agent matches, the escalation path defined upfront triggers automatically, no silent fall-through to a default queue.

      1. Assign to agent

        Owner set in Salesforce

      2. Log decision

        Auditable trail

      3. Start SLA timer

        Escalation armed

      Step 03 — Route
      03

    What good routing requires

    Routing decisions, made on real signals.

    Watching a queue is not a routing strategy. The teams that scale service operations without scaling headcount lean on three signals at the point of assignment, every time.

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    Skills mapping

    Agent expertise is captured in Salesforce, not in someone's head. Specialist cases reach specialists.

    Capacity awareness

    Workload limits are real and respected at the point of assignment. No agent gets buried while others sit idle.

    SLA-driven escalation

    High-priority cases jump the queue. When an SLA is at risk, the escalation path triggers automatically.

    Standard Salesforce vs Ortoo Orchestrator

    Same service team, very different week.

    Where standard assignment rules and Omni-Channel stop short, Ortoo Orchestrator picks up the multi-factor logic, capacity constraints, and SLA handling that operations teams need.

    Before

    Native rules only

    1. 01Cases sit in shared queues
    2. 02Triage handled manually
    3. 03Routing rules ignore capacity
    4. 04SLA breaches caught after the fact

    Decisions stop at the first assignment. Reassignment and SLA handling fall back on people.

    After

    With Ortoo Orchestrator

    1. 01Cases classified on intake
    2. 02Assignment runs against live state
    3. 03Capacity and skills respected automatically
    4. 04Escalations triggered before SLA breach

    Decisions adapt continuously to workload, availability, expertise, and SLA state.

    Where it fits

    Works with the Salesforce tools you already use.

    With Salesforce Omni-Channel

    Service Cloud

    Omni-Channel manages the channel. Ortoo Orchestrator handles the assignment decision. The two work together: channel-driven routing on one side, multi-factor logic, capacity constraints, and exception handling on the other.

    For Salesforce Field Service

    Field Service

    Field teams need routing that accounts for location, certification, equipment, and travel time. The same rule-based engine extends to Work Orders, Service Appointments, and Service Resources, with each step visible and configurable without code.

    Case assignment vs case deflection

    Service Ops

    Assignment makes sure the right agent gets the case. Deflection makes sure some cases never need an agent at all. A complete service operation does both: Ortoo Orchestrator handles routing, while deflection (knowledge surfacing, suggested actions, AI-assisted responses) runs in the same workflow.

    Built for service operations

    Routing logic that operations teams can change without waiting for a release.

    Configured by operations, not by developers.

    Rule changes happen in Salesforce setup, by the people closest to the work. Adding a new skill, lifting a capacity limit, or rerouting a region does not require a release cycle, an admin queue, or a developer ticket. The team that owns the SLA owns the rule.

    One step inside a broader workflow.

    Assignment is one stage in an orchestrated process. Triage, routing, AI-assisted classification, and SLA escalation run together inside Salesforce, with one audit trail. The routing decision stops being a black box and becomes a step anyone in operations can inspect.

    Distribution you can see and adjust.

    Capacity-weighted routing is reported back to operations, so imbalances show up before they turn into SLA misses. Who is handling what stays visible in Salesforce, and the people closest to the work can adjust the rules without filing an admin ticket.

    SkillsCapacitySLARegionTierLanguageChannelPriorityWorking hours

    Rule surface — operations owns it

    Components of effective routing rules

    Four elements separate routing that holds up from routing that needs babysitting.

    Ortoo Orchestrator provides the routing engine. Rule configuration is done by operations teams in Salesforce setup, not by developers.

    Agent expertise is captured in Salesforce against the cases they can handle. Specialist work reaches specialists; generalists handle volume.

    // RULE CONFIG

    Enterprise tier — EMEA pod

    channel
    Email, web, chat
    priority
    >= P2
    region
    EMEA
    skills
    Billing, Tier-2
    capacity
    < 80% utilization
    sla
    Respond 30m, resolve 8h

    IF tier = Enterprise AND region = EMEA THEN route → EMEA-Tier2-Pod, start SLA 30m.

    Case studies

    Service teams already running this in production.

    Related use cases

    Adjacent routing patterns in Ortoo Orchestrator.

    FAQ

    Common questions

    How is Ortoo Orchestrator's routing different from native Salesforce assignment rules?+

    Salesforce assignment rules route work once based on static logic. Ortoo Orchestrator continuously evaluates operational conditions like workload, availability, expertise, SLA state, and escalation risk, and supports reassignment and workflow coordination after the initial assignment.

    How is this different from Salesforce Omni-Channel?+

    Omni-Channel distributes work across queues and agents. Ortoo Orchestrator extends routing into workload balancing, reassignment, escalation handling, SLA-aware coordination, and operational workflows that continue after assignment.

    What objects can Ortoo Orchestrator route?+

    Leads, cases, opportunities, accounts, work orders, tasks, custom objects, and operational workflows. Any Salesforce object can participate in configurable routing workflows.

    Can we use AI inside routing workflows?+

    Yes. Ortoo Orchestrator supports AI-assisted classification, prioritisation, and routing decisions while keeping workflow control configurable and visible. Teams can introduce AI incrementally using human-in-the-loop workflows, deterministic routing fallback, configurable workflow logic, and BYOM support.

    Does this require replacing our current Salesforce setup?+

    No. Ortoo Orchestrator works with existing Flow, Omni-Channel, assignment rules, Agentforce, Apex, Salesforce automation, and external integrations. Most teams start with one routing workflow and expand gradually.

    How is this different from LeanData or other routing vendors?+

    Many routing platforms focus primarily on lead distribution and GTM handoffs. Ortoo Orchestrator supports broader Salesforce operational routing across revenue workflows, service workflows, custom objects, workload balancing, SLA handling, reassignment, and operational workflow coordination.

    Where is impact typically seen first?+

    Usually reduced manual reassignment, improved workload balancing, fewer queue bottlenecks, more consistent SLA handling, and reduced operational overhead. At scale, the larger impact is routing workflows that keep adapting as operational conditions change.

    Getting started

    See Ortoo Orchestrator on your workflow.

    Book a 30-minute session. We will map one of your case-routing scenarios and show where Ortoo Orchestrator would change the outcome.

    Installs natively into Salesforce. Most teams have working routing within a few days, adjusted by operations as the business changes.