How to assign cases in Salesforce

Yes, through case assignment rules and Omni-Channel. They assign a case once, on static fields, at the moment it lands, and do not re-evaluate as workload, availability, or SLA state change. Ortoo Orchestrator adds continuous, multi-factor routing on top, inside Salesforce.

Native case assignment rules auto-assign on fixed criteria in order. For routing that weighs skills, capacity, and SLA together and keeps adapting after assignment, Ortoo Orchestrator with Q-assign is configured by operations in Salesforce setup, point-and-click, no code.

Case assignment rules are native Salesforce logic that routes a new case to a user or queue based on criteria such as origin, priority, or type. They fire once, in order, and weigh one factor at a time. They do not balance workload or re-evaluate as conditions change.

Omni-Channel distributes work to queues and available agents by channel. It manages the channel; it does not make a multi-factor assignment decision or re-evaluate after handoff. Ortoo Orchestrator handles the assignment decision, capacity balancing, reassignment, and SLA-aware escalation, and extends Omni-Channel rather than replacing it.

Yes. Ortoo Orchestrator supports round robin and weighted round robin, with capacity caps that clear as cases close, so distribution stays fair without one agent being buried. This runs natively in Salesforce and is configured by operations.

Availability is part of the match. Cases are not routed to agents who are offline or on leave, and work reassigns on the conditions you set before someone goes out, so nothing stalls in an unattended queue.

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

Yes. Rule changes happen in Salesforce setup by the people closest to the work, adding a skill, lifting a capacity limit, or rerouting a region, with no release cycle or developer ticket.

Native case assignment rules fire once, in order, on static fields at case creation or update, and route to a user or queue. They do not weigh live capacity, availability, or SLA state, and they do not re-evaluate after assignment. Q-assign, on Ortoo Orchestrator, adds multi-factor, continuous evaluation inside Salesforce.

Capture agent skills and capacity limits in Salesforce, then let Q-assign match both together at the point of assignment. Rules are owned by operations in Salesforce setup, point-and-click, no code, and capacity is respected in real time.

Live capacity and availability, multi-factor weighting across skills and priority, SLA-aware escalation, and re-evaluation after assignment. Q-assign, on Ortoo Orchestrator, adds these on top of native rules and Omni-Channel rather than replacing them.