--- title: "How to assign cases in Salesforce: skills, capacity & SLA | Ortoo" description: "How to assign cases in Salesforce on skills, capacity, workload, and SLA, beyond native assignment rules. Multi-factor case assignment, configured by operations without code." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "Ortoo", "url": "https://ortooapps.com/", "logo": "https://ortooapps.com/ortoo-logo-square.png", "parentOrganization": { "@type": "Organization", "name": "Ascendx" } }, { "@context": "https://schema.org", "@type": "WebSite", "name": "Ortoo", "url": "https://ortooapps.com/" }, { "@context": "https://schema.org", "@type": "BreadcrumbList", "itemListElement": [ { "@type": "ListItem", "position": 1, "name": "Home", "item": "https://ortooapps.com" }, { "@type": "ListItem", "position": 2, "name": "Use cases", "item": "https://ortooapps.com/use-cases" }, { "@type": "ListItem", "position": 3, "name": "How to assign cases in Salesforce: skills, capacity & SLA", "item": "https://ortooapps.com/use-cases/case-assignment-in-salesforce" } ] }, { "@context": "https://schema.org", "@type": "SoftwareApplication", "name": "Q-assign, on Ortoo Orchestrator", "applicationCategory": "BusinessApplication", "operatingSystem": "Salesforce", "brand": { "@type": "Brand", "name": "Ortoo" }, "offers": { "@type": "Offer", "price": "0", "priceCurrency": "USD", "availability": "https://schema.org/InStock", "url": "https://ortooapps.com/contact?intent=demo" } }, { "@context": "https://schema.org", "@type": "FAQPage", "mainEntity": [ { "@type": "Question", "name": "Does Salesforce support case assignment natively?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How do you auto-assign cases in Salesforce?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "What are Salesforce case assignment rules?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How is case assignment different from Salesforce Omni-Channel?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Can you do round robin case assignment in Salesforce?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How do you handle case assignment when an agent is out of office?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "Does this require replacing our current Salesforce setup?", "acceptedAnswer": { "@type": "Answer", "text": "No. Ortoo Orchestrator works with existing Flow, Omni-Channel, assignment rules, Agentforce, and Apex. Most teams start with one routing workflow and expand gradually." } }, { "@type": "Question", "name": "Can operations change the routing rules without a developer?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How do case assignment rules work in Salesforce?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "How do I assign cases by skills and capacity?", "acceptedAnswer": { "@type": "Answer", "text": "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." } }, { "@type": "Question", "name": "What do native assignment rules miss?", "acceptedAnswer": { "@type": "Answer", "text": "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." } } ] } ] --- [Skip to main content](#main-content) [Support](/support)[Contact](/contact) [![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-gradient-C54UkOOH.webp)](/) Ortoo Orchestrator Solutions Why Ortoo Resources About [Pricing](/pricing) [Map your workflow](/contact?intent=workflow-mapping)[Book a demo](/contact?intent=demo) [Book a demo](/contact?intent=demo) Multi-factor case assignment # How to assign cases in Salesforce Case assignment in Salesforce is how each incoming case is routed to the agent best placed to resolve it. Native assignment rules and Omni-Channel decide once, on static fields, the moment a case lands. Ortoo Orchestrator, with Q-assign, routes on skills, capacity, workload, and SLA together, and keeps adapting after assignment, handled natively inside Salesforce. 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customer](data:image/svg+xml,%3csvg%20id='Ebene_1'%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20156%2036'%3e%3cstyle%3e.st0{fill:%23828282}.st1{fill:%23fd8a02}%3c/style%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M78.6%207.4h5.2v22.7h-5.2z'/%3e%3cpath%20style='fill:%23fd8a02;fill-opacity:1'%20class='st1'%20d='M31.5%207.4l-7.4%2019.9-.1.2c-.6%201.6-2.1%202.8-3.8%203h-1.4c-1.7-.2-3.1-1.4-3.7-2.9l-.1-.3L7.6%207.4h6.1L19.5%2023l5.8-15.6.6-1.5C26.8%203.5%2023.5%200%2013.4%200S-.4%204.3%200%209.1c.4%204.9%206%2016%208.9%2020.4%202.8%204.3%206.6%206.4%2010.5%206.4%203.9%200%208-2%2010.4-8.1%201.8-4.6%207.8-20.4%207.8-20.4h-6.1z'/%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M59.5%2019.2c0%20.5%200%20.9-.1%201.4H42.7c.6%203.7%203.2%205.7%206.5%205.7%202.5%200%204.3-.9%206.1-2.7l3%202.7c-2.1%202.6-5.1%204.2-9.3%204.2-6.6%200-11.6-4.8-11.6-11.8%200-6.5%204.6-11.8%2011.1-11.8%207.3%200%2011%205.7%2011%2012.3zm-5.2-2c-.3-3.3-2.3-6-5.8-6-3.2%200-5.4%202.4-5.9%206h11.7zM147.6%2018.5l8-11h-5.5l-5.2%207.5-5.2-7.5H134l8%2011.2-8.3%2011.5h5.5l5.5-7.9%205.6%207.9h5.7l-8.4-11.7z'/%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M133.9%2018.8c0%206.5-5.3%2011.8-11.8%2011.8-6.5%200-11.8-5.3-11.8-11.8%200-6.5%205.3-11.8%2011.8-11.8%206.5-.1%2011.8%205.2%2011.8%2011.8zm-4.6%200c0-4-3.2-7.2-7.2-7.2s-7.2%203.2-7.2%207.2%203.2%207.2%207.2%207.2%207.2-3.3%207.2-7.2zM104.9%207.4l-6.1%2016.5-6.1-16.5h-5.6l9.3%2022.7h4.7l9.3-22.7zM63%2017.8v12.3h5.2V17.8v-.6c.2-1.4%201-4.2%205.1-4.5h.8V7.4h-.5c-7.1.2-10.5%205.2-10.6%2010v.4z'/%3e%3c/svg%3e) 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customer](data:image/svg+xml,%3c?xml%20version='1.0'%20encoding='UTF-8'%20standalone='no'?%3e%3c!--%20Created%20with%20Inkscape%20\(http://www.inkscape.org/\)%20--%3e%3csvg%20xmlns:svg='http://www.w3.org/2000/svg'%20xmlns='http://www.w3.org/2000/svg'%20version='1.0'%20width='800'%20height='110.066'%20viewBox='0%200%20800%20110.066'%20id='svg2'%20xml:space='preserve'%3e%3cdefs%20id='defs23'%20/%3e%3cg%20style='display:none'%20id='Grade'%3e%3c/g%3e%3cg%20id='Camada_1'%3e%3c/g%3e%3cg%20id='Área_de_trabalho'%3e%3c/g%3e%3cg%20id='Linhas-guia'%3e%3c/g%3e%3cg%20id='Page_1'%3e%3cg%20id='Camada_1_1_'%3e%3cg%20id='g10'%3e%3cpolygon%20points='0,4.723%200,19.33%2023.959,19.33%2070.846,107.261%20128.543,107.261%20175.43,19.184%20199.385,19.033%20199.437,4.723%20127.761,4.723%20127.761,19.083%20146.849,19.083%20113.74,81.595%2077.933,19.301%20104.05,19.184%20104.004,4.723%200,4.723%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='polygon12'%20/%3e%3cpolygon%20points='462.405,4.723%20462.405,19.33%20486.357,19.33%20533.245,107.261%20590.944,107.261%20637.831,19.184%20661.789,19.033%20661.832,4.723%20590.169,4.723%20590.169,19.083%20609.249,19.083%20576.141,81.595%20540.33,19.301%20566.455,19.184%20566.406,4.723%20462.405,4.723%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='polygon14'%20/%3e%3cpath%20d='M%20344.515,4.723%20L%20344.515,19.33%20L%20368.47,19.33%20L%20368.51,91.118%20L%20343.255,91.118%20L%20343.255,107.119%20L%20368.527,107.262%20L%20488.139,107.262%20L%20488.139,59.532%20L%20472.558,59.532%20C%20471.704,84.803%20449.782,91.152%20440.548,91.152%20C%20432.087,91.152%20415.693,91.119%20415.693,91.119%20L%20415.693,19.301%20L%20439.288,19.183%20L%20439.256,4.722%20L%20344.515,4.722%20L%20344.515,4.723%20z%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='path16'%20/%3e%3cpath%20d='M%20262.808,94.13%20C%20248.453,94.13%20236.822,76.935%20236.822,55.713%20C%20236.822,34.486%20248.453,17.278%20262.808,17.278%20C%20277.159,17.278%20288.794,34.486%20288.794,55.713%20C%20288.794,76.935%20277.159,94.13%20262.808,94.13%20L%20262.808,94.13%20z%20M%20263.864,1.777%20C%20223.144,1.777%20190.135,26.024%20190.135,55.922%20C%20190.135,85.822%20223.143,110.066%20263.864,110.066%20C%20304.581,110.066%20337.595,85.822%20337.595,55.922%20C%20337.595,26.024%20304.581,1.777%20263.864,1.777%20L%20263.864,1.777%20z%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='path18'%20/%3e%3cpath%20d='M%20725.215,93.857%20C%20710.865,93.857%20699.235,76.377%20699.235,54.804%20C%20699.235,33.239%20710.866,15.755%20725.215,15.755%20C%20739.567,15.755%20751.195,33.239%20751.195,54.804%20C%20751.196,76.376%20739.567,93.857%20725.215,93.857%20L%20725.215,93.857%20z%20M%20726.276,0%20C%20685.547,0%20652.548,24.642%20652.548,55.028%20C%20652.548,85.413%20685.546,110.05%20726.276,110.05%20C%20766.99,110.05%20800,85.413%20800,55.028%20C%20800,24.642%20766.99,0%20726.276,0%20L%20726.276,0%20z%20'%20style='fill:%230d3896;fill-rule:evenodd'%20id='path20'%20/%3e%3c/g%3e%3c/g%3e%3c/g%3e%3c/svg%3e) ![IG logo, Ortoo customer](data:image/svg+xml,%3csvg%20id='Layer_1'%20data-name='Layer%201'%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20150%20200'%3e%3cdefs%3e%3cstyle%3e.cls-1{fill:%23e01b1c;}%3c/style%3e%3c/defs%3e%3cpath%20class='cls-1'%20d='M25.68,40V160H2.56V40Zm74.55-3h-.61a63,63,0,0,0,.6,125.94c17.75,0,36-7.21,47.76-18.83V90.84H98V113h27.5v19.54l-.3.19a46.38,46.38,0,0,1-25,7.52A40.33,40.33,0,0,1,60,97.84,40.72,40.72,0,0,1,98,59.77c11.25-.65,22,4,30.52,12.16.3.3.64.66,1,1.11l16-16-1-1.11A60.73,60.73,0,0,0,100.23,37Z'/%3e%3c/svg%3e) ![Jaguar Land Rover logo, Ortoo customer](data:image/svg+xml,%3csvg%20xmlns:xlink='http://www.w3.org/1999/xlink'%20xmlns='http://www.w3.org/2000/svg'%20id='JLR_REGULAR'%20data-name='JLR%20REGULAR'%20viewBox='0%200%201206.22%201060.95'%20width='500'%20height='439.78'%3e%3cdefs%3e%3cstyle%3e%20.cls-1%20{%20fill:%20%23231f20;%20stroke-width:%200px;%20}%20%3c/style%3e%3c/defs%3e%3cpath%20class='cls-1'%20d='M49.61,1060.95c74.53-47.23,123.68-132.76,123.68-225.26L173.24,0h-96.12v831.77c0,34.55-8.01,67.28-24.29,94.54-13.76,21.3-31.86,40.71-52.84,55.01l49.61,79.64Z'/%3e%3cpolygon%20class='cls-1'%20points='465.45%20803.57%20465.45%200%20369.33%200%20369.33%20897.13%20907.61%20897.13%20849.94%20803.57%20465.45%20803.57'/%3e%3cpath%20class='cls-1'%20d='M1178.03,247.35C1178.03,108.94,1057.56,0,921.7,0h-260.17v93.56h261.45c91,0,156.36,70.49,156.36,153.79s-65.36,157.64-156.36,157.64h-262.73v93.56h194.8l248.63,398.58h102.53l-249.91-401.14c121.75-15.38,221.72-108.94,221.72-248.63Z'/%3e%3c/svg%3e) ![Komatsu logo, Ortoo customer](data:image/svg+xml,%3csvg%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20170%2034'%3e%3cpath%20d='M159%2033.2c-2.9.1-5.7-.7-7.9-2.5-2.1-1.9-3.2-4.6-3-7.4v-15h9.7v15c0%20.7.6%201.3%201.3%201.3.7%200%201.2-.6%201.3-1.3v-15h9.7v15c0%203.2-1%205.7-3%207.4-2.4%201.8-5.3%202.7-8.1%202.5zm-121.3%200c-7-.1-12.7-5.8-12.6-12.9-.2-7%205.4-12.8%2012.4-12.9%207-.2%2012.8%205.4%2012.9%2012.4v.6c0%203.4-1.3%206.7-3.7%209.1-2.4%202.4-5.6%203.7-9%203.7zm0-16.5c-2%200-3.7%201.6-3.7%203.6s1.6%203.7%203.6%203.7%203.7-1.6%203.7-3.6v-.1c0-2-1.6-3.6-3.6-3.6zm97.6%2016.5c-4.1%200-6.9-1.2-10.4-3.2l2.7-6.4s4%202.6%206.7%202.6c.3%200%20.6%200%20.9-.1.5-.1.8-.5.8-1s-.2-.9-.7-1.1c-.5-.2-1.1-.4-1.6-.5-1.9-.5-4.9-1.2-6.4-4.1-1.7-3.2-1-7.1%201.7-9.4%202.1-1.7%204.7-2.6%207.4-2.6h.5c3%20.1%205.9%201%208.5%202.7l-2.7%206.4c-1.8-1-4.2-2.1-5.7-2.1-.8%200-1.2.3-1.3.9-.1.9.8%201.2%202.3%201.6%201.3.3%202.5.7%203.7%201.3%202.9%201.7%204.4%205.1%203.5%208.4-.4%201.9-1.5%203.5-3.1%204.6-1.9%201.4-4.3%202.1-6.8%202zM9.8%2032.3H0V8.4h9.8V20L15%208.4h11.1l-5.6%2011.7%205.9%2012.2H15.3L9.8%2020.1v12.2zm50%200H51l3.6-23.9h8.9l3%209.6%203-9.6h8.9l3.3%2022.5%207.6-22.5H99l8.2%2023.9H97L94.1%2021l-2.9%2011.3H73l-1.3-9.1-2.5%209.1h-5.7L61%2023.2l-1.2%209.1zm60%200H110v-15h-5.7V8.4h15.4V.8h9.1v9.5h-9.1l.1%2022z'%20fill='%23140a9a'/%3e%3c/svg%3e) ![OppFi logo, Ortoo customer](/assets/oppfi-C1cAew0E.svg) ![Sage logo, Ortoo customer](data:image/svg+xml,%3c?xml%20version='1.0'%20encoding='UTF-8'%20standalone='no'?%3e%3c!DOCTYPE%20svg%20PUBLIC%20'-//W3C//DTD%20SVG%201.0//EN'%20'http://www.w3.org/TR/2001/REC-SVG-20010904/DTD/svg10.dtd'%3e%3csvg%20xmlns:svg='http://www.w3.org/2000/svg'%20xmlns='http://www.w3.org/2000/svg'%20version='1.0'%20width='1024'%20height='446'%20viewBox='-0.72455613%20-0.72455613%2058.75819026%2025.60098326'%20id='svg2317'%3e%3cdefs%20id='defs2319'%20/%3e%3cg%20transform='translate\(-346.34546,-520.28625\)'%20id='layer1'%3e%3cpath%20d='M%20372.07821,531.63637%20L%20372.07821,530.40262%20L%20367.33659,530.40262%20C%20365.00484,530.40262%20363.91609,531.20162%20363.91609,532.43762%20C%20363.91609,533.57087%20364.96609,534.57162%20367.64846,534.57162%20C%20370.95121,534.57162%20372.07821,534.2705%20372.07821,531.63637%20z%20M%20361.93559,523.36912%20L%20360.26259,525.05662%20C%20358.70596,524.12187%20357.11284,523.48812%20354.97484,523.48812%20C%20352.44846,523.48812%20351.59384,524.35537%20351.59384,525.52312%20C%20351.59384,526.25675%20352.21559,526.9905%20354.19721,527.12475%20L%20357.46246,527.32362%20C%20359.47721,527.43875%20360.89334,528.017%20361.81371,528.89712%20C%20362.88834,527.97975%20364.48659,527.39612%20366.59834,527.39612%20L%20372.07821,527.39612%20L%20372.07821,525.67425%20C%20372.07821,524.07262%20370.87359,523.50525%20368.03571,523.50525%20C%20365.97659,523.50525%20364.63221,524.11237%20363.59509,525.069%20L%20361.93559,523.36912%20z%20M%20391.42271,527.65687%20L%20400.58646,527.65687%20C%20400.58646,524.72437%20398.40484,523.26912%20395.98771,523.26912%20C%20393.57196,523.26912%20391.42271,524.69825%20391.42271,527.65687%20z%20M%20377.70559,528.94887%20C%20377.74184,531.714%20377.78584,532.1495%20378.50521,532.92425%20C%20379.06559,533.53012%20380.28059,534.2385%20381.92259,534.2385%20C%20383.52321,534.2385%20384.56346,533.53012%20385.12571,532.92425%20C%20385.84584,532.1495%20385.92671,531.67812%20385.92671,528.94887%20C%20385.92671,526.187%20385.84584,525.714%20385.12571,524.94062%20C%20384.56346,524.33437%20383.52321,523.62625%20381.92259,523.62625%20C%20380.28059,523.62625%20379.06559,524.33437%20378.50521,524.94062%20C%20377.78584,525.714%20377.66809,526.16462%20377.70559,528.94887%20z%20M%20375.21084,522.85987%20C%20375.33771,522.6965%20375.47934,522.53275%20375.63596,522.35687%20C%20376.52871,521.38975%20378.28009,520.28987%20380.84346,520.28987%20C%20382.86584,520.28987%20384.46009,520.95662%20385.93646,522.29087%20L%20385.93646,520.48937%20L%20389.89971,520.48937%20L%20389.89971,522.34262%20C%20391.47184,520.86625%20393.58496,520.28987%20395.56209,520.28987%20C%20399.89746,520.28987%20403.63109,523.26037%20403.65434,528.25212%20C%20403.65959,529.10612%20403.55859,530.63237%20403.55859,530.63237%20L%20391.41759,530.63725%20C%20391.41759,533.3955%20393.29896,534.43675%20396.01234,534.43675%20C%20397.52109,534.43675%20399.43809,533.7465%20400.60059,532.71825%20L%20403.26034,534.65%20C%20401.32271,536.57712%20398.72184,537.62675%20396.08796,537.62675%20C%20393.92134,537.62675%20391.59221,537.1195%20389.89971,535.5755%20L%20389.89971,537.00012%20C%20389.89971,542.10375%20385.85746,544.43812%20381.35059,544.43812%20C%20378.82359,544.43812%20376.25771,543.30325%20374.50896,541.603%20L%20377.57871,539.50237%20C%20378.55184,540.33562%20379.91171,541.03625%20381.42696,541.03625%20C%20384.07059,541.03625%20385.93646,539.73562%20385.93646,537.367%20L%20385.93646,535.63275%20C%20384.69284,536.7995%20382.86584,537.60012%20380.84346,537.60012%20C%20378.62496,537.60012%20377.01596,536.77637%20376.04284,535.92712%20L%20376.04284,537.64287%20L%20372.07821,537.64287%20L%20372.07821,535.91425%20L%20372.00221,535.91425%20C%20371.18546,537.082%20369.82484,537.61537%20367.14284,537.61537%20C%20364.63609,537.61537%20362.72621,536.88762%20361.54646,535.71787%20C%20360.06971,536.937%20357.71734,537.597%20355.01434,537.597%20C%20351.82671,537.597%20348.87196,536.59612%20346.34546,534.56237%20L%20349.10484,532.22775%20C%20350.81484,533.66012%20352.68009,534.3965%20355.32459,534.3965%20C%20357.58021,534.3965%20359.21121,533.66012%20359.21121,532.22775%20C%20359.21121,531.026%20358.16246,530.6595%20356.80121,530.55925%20L%20353.30309,530.29262%20C%20350.03846,530.05937%20347.62846,528.39125%20347.62846,525.49025%20C%20347.62846,522.05412%20350.81484,520.28625%20354.97484,520.28625%20C%20357.97946,520.28625%20360.13284,520.96612%20361.92084,522.06187%20C%20363.37121,520.76212%20365.27596,520.304%20367.84184,520.304%20C%20371.26109,520.304%20373.92921,520.99762%20375.21084,522.85987'%20style='fill:%23008066;fill-opacity:1;fill-rule:nonzero;stroke:none'%20id='path2489'%20/%3e%3c/g%3e%3c/svg%3e) ![Splunk logo, Ortoo customer](/assets/splunk-C0r61HWy.svg) ![Verivox logo, Ortoo customer](data:image/svg+xml,%3csvg%20id='Ebene_1'%20xmlns='http://www.w3.org/2000/svg'%20viewBox='0%200%20156%2036'%3e%3cstyle%3e.st0{fill:%23828282}.st1{fill:%23fd8a02}%3c/style%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M78.6%207.4h5.2v22.7h-5.2z'/%3e%3cpath%20style='fill:%23fd8a02;fill-opacity:1'%20class='st1'%20d='M31.5%207.4l-7.4%2019.9-.1.2c-.6%201.6-2.1%202.8-3.8%203h-1.4c-1.7-.2-3.1-1.4-3.7-2.9l-.1-.3L7.6%207.4h6.1L19.5%2023l5.8-15.6.6-1.5C26.8%203.5%2023.5%200%2013.4%200S-.4%204.3%200%209.1c.4%204.9%206%2016%208.9%2020.4%202.8%204.3%206.6%206.4%2010.5%206.4%203.9%200%208-2%2010.4-8.1%201.8-4.6%207.8-20.4%207.8-20.4h-6.1z'/%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M59.5%2019.2c0%20.5%200%20.9-.1%201.4H42.7c.6%203.7%203.2%205.7%206.5%205.7%202.5%200%204.3-.9%206.1-2.7l3%202.7c-2.1%202.6-5.1%204.2-9.3%204.2-6.6%200-11.6-4.8-11.6-11.8%200-6.5%204.6-11.8%2011.1-11.8%207.3%200%2011%205.7%2011%2012.3zm-5.2-2c-.3-3.3-2.3-6-5.8-6-3.2%200-5.4%202.4-5.9%206h11.7zM147.6%2018.5l8-11h-5.5l-5.2%207.5-5.2-7.5H134l8%2011.2-8.3%2011.5h5.5l5.5-7.9%205.6%207.9h5.7l-8.4-11.7z'/%3e%3cpath%20style='fill:%23828282;fill-opacity:1'%20class='st0'%20d='M133.9%2018.8c0%206.5-5.3%2011.8-11.8%2011.8-6.5%200-11.8-5.3-11.8-11.8%200-6.5%205.3-11.8%2011.8-11.8%206.5-.1%2011.8%205.2%2011.8%2011.8zm-4.6%200c0-4-3.2-7.2-7.2-7.2s-7.2%203.2-7.2%207.2%203.2%207.2%207.2%207.2%207.2-3.3%207.2-7.2zM104.9%207.4l-6.1%2016.5-6.1-16.5h-5.6l9.3%2022.7h4.7l9.3-22.7zM63%2017.8v12.3h5.2V17.8v-.6c.2-1.4%201-4.2%205.1-4.5h.8V7.4h-.5c-7.1.2-10.5%205.2-10.6%2010v.4z'/%3e%3c/svg%3e) ![Volvo logo, Ortoo 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What it is ## What is case assignment in Salesforce? 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](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&type=5) and [Omni-Channel](https://help.salesforce.com/s/articleView?id=ind.admin_utilization_management_routing.htm&type=5). 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 ## What Salesforce does natively, and where it stops 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 ## How Ortoo assigns cases in Salesforce 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 ## What good case routing has to get right 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. [Book a demo ](/contact?intent=demo) ### 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 ## Case assignment rules vs multi-factor assignment. 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. 01 Cases sit in shared queues 2. 02 Triage handled manually 3. 03 Routing rules ignore capacity 4. 04 SLA breaches caught after the fact Decisions stop at the first assignment. Reassignment and SLA handling fall back on people. After With Ortoo Orchestrator 1. 01 Cases classified on intake 2. 02 Assignment runs against live state 3. 03 Capacity and skills respected automatically 4. 04 Escalations 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. Skills Capacity SLA Region Tier Language Channel Priority Working 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. ### Skills mapping Agent expertise is captured in Salesforce against the cases they can handle. Specialist work reaches specialists; generalists handle volume. ### Capacity awareness ### Priority and SLA ### Exception handling // 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. [ Equativ 99% Reached 99% first-response SLA compliance and even workload distribution across a global support team in six locations, after replacing preference-based case selection with Q-assign. Read case study ](/case-studies/enhancing-case-assignment-at-equativ-with-q-assign)[ Sage Intacct Moved from a manually-maintained case routing setup to Ortoo Orchestrator, scaling support volume without scaling headcount. Read case study ](/case-studies/sage-intacct-2)[ Verivox 75% Improved loan case assignment, addressing 75% of cases within the first 30 minutes of arrival. Read case study ](/case-studies/verivox)[ Rapid7 Handled rising security-case volume by routing through orchestrated workflows instead of static rules. Read case study ](/case-studies/rapid7)[ Splunk Assigned IT support requests to agents across multiple international locations, with routing logic that accounted for region, language, and skill. Read case study ](/case-studies/splunk) Related use cases ## Adjacent routing patterns in Ortoo Orchestrator. [ Intelligent case routing in Salesforce Rules-based and skills-based routing in one canonical write-up. ](/use-cases/intelligent-case-routing-salesforce)[ Escalating high-priority cases automatically SLA-driven escalation before a breach lands. ](/use-case/escalating-high-priority-or-complex-cases-automatically-in-salesforce)[ Assigning cases to the first available agent Capacity-aware and availability-aware routing. ](/use-case/q-assign-for-service-assigning-cases-in-salesforce-to-the-first-available-customer-service-agent)[ Case orchestration for Salesforce Orchestrated case handling for service and field service teams. ](/use-cases/case-orchestrator-for-salesforce)[ Service workflow orchestration The wider service model this routing sits inside. ](/solutions/service-workflow-orchestration)[ Q-assign The routing capability for cases, leads, and any record type. ](/solutions/q-assign)[ Case lifecycle management in Salesforce Assignment, escalation, and handoff across the lifecycle. ](/resources/pillar/case-lifecycle-management-salesforce)[ Salesforce routing The routing category across every object. ](/resources/pillar/salesforce-routing) FAQ ## Common questions Does Salesforce support case assignment natively? + 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. How do you auto-assign cases in 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. What are Salesforce case assignment rules? + 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. How is case assignment different from Salesforce Omni-Channel? + 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. Can you do round robin case assignment in Salesforce? + 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. How do you handle case assignment when an agent is out of office? + 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. Does this require replacing our current Salesforce setup? + No. Ortoo Orchestrator works with existing Flow, Omni-Channel, assignment rules, Agentforce, and Apex. Most teams start with one routing workflow and expand gradually. Can operations change the routing rules without a developer? + 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. How do case assignment rules work in Salesforce? + 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. How do I assign cases by skills and capacity? + 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. What do native assignment rules miss? + 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. Getting started ## Ensure every case reaches the right team from the start. 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. 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