case assignment rules order

About 15 mins

Create Case Queues

Create a case assignment rule, test the case assignment rule.

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Create Case Queues and Assignment Rules

Now that you have your basic support processes and layouts configured for cases, create case queues and assignment rules to route your cases to the correct support teams at Ursa Major Solar.

Create Product Support Tier 1 and Product Support Tier 2 queues so product support cases can be routed to one of these queues based on case criteria and how long the case has been open.

• From Service Setup, enter Queues in the Quick Find box and select Queues .
• Click New  and complete the queue details.
• Label: Product Support Tier 1
• Queue email: [email protected]
• Supported Objects: select Case and click Add .
• Queue Members: Click  User: (Your Name) in the Available Members list, and click Add to add yourself to the Selected Members list.
• Click Save .
• From the Queue   page, click New  and complete the queue details.
• Label:   Product Support Tier 2
• Queue email: [email protected]

Now, create the Inquiry queue for inquiry cases.

• From the Queues page, click New .
• Enter the queue details.
• Label: Inquiry
• Queue Email: [email protected]
• Queue Members: Click User: Ada Balewa in the Available Members list, and click Add to add her to the Selected Members list.

So, now you have case queues set up and ready to handle different types of cases as they’re created. Next, create and activate a standard case assignment rule to assign cases to the correct team members. This is how cases get sent to specific case queues, like the ones you just created.

• From Service Setup, enter Case Assignment Rules in the Quick Find box and select Case Assignment Rules .
• Click New  and enter the rule details.
• Rule Name: Standard Case Assignment
• Select the Active checkbox to make this the active case assignment rule.

Add a rule entry that assigns Product Support cases to the Product Support Tier 1 queue.

• Click the Standard Case Assignment link.
• Under the Rule Entries, click New  and enter the details.

• Click Save & New .

Next, add a rule entry that assigns inquiry cases to the Inquiry queue.

• Enter the details.

Now rename the Automated Case User to System. Every time there’s an automated case change from an assignment rule, for example, the automated case user name will show up in the case history. It will now show an automated “system” change, rather than showing your name as the admin, whenever an automated case change occurs.

• Enter Support Settings in the Quick Find box and select Support Settings .
• Click Edit .

You want to make sure the assignment rules work for Ursa Major Solar by creating a case.

• Click the Contacts tab.
• Select Recently Viewed from the dropdown, and click the Pat Stumuller link.
• In the Cases   related list, click New .
• Select a record type: Product Support .
• Click  Next  and enter the case information.
• Click the Case Number for the case you just created. Ensure that the Case Owner is Product Support Tier 1.

By setting up case queues and assignment rules, cases are now automatically routed to the correct teams. Next, escalate higher priority cases to the Product Support Tier 2 team by creating an Escalation Rule.

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• Salesforce Help: Set Up Assignment Rules
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Best Practices for Optimizing Case Assignment Rules in Salesforce

Salesforce is a powerful customer relationship management (CRM) platform that helps businesses manage various aspects of customer interactions. One critical aspect of customer support is case management in Salesforce , where efficient case assignment rules play a vital role. Optimizing these rules can significantly enhance the effectiveness and efficiency of handling customer inquiries and issues.

Understanding Salesforce assignment rules

Salesforce assignment rules govern the distribution of incoming cases to the appropriate agents or teams. These rules ensure that each case is routed to the most suitable person for prompt resolution. Salesforce queues further facilitate this distribution by acting as virtual storage areas for cases before they are assigned.

There are two types of assignment rules in Salesforce:

• Salesforce Lead Assignment Rules primarily focus on distributing new leads among sales representatives based on predefined criteria such as geography, lead source, or lead score. 
• Case Assignment Rules are responsible for Salesforce case distribution. These rules play a pivotal role in the realm of customer support by directing incoming Salesforce support cases to agents or teams equipped with the expertise to resolve specific issues. 

As organizations strive to provide seamless experiences for both potential customers and existing clients, mastering these assignment rule types becomes crucial for optimizing customer interactions and nurturing lasting relationships.

The need for optimization

Default assignment rules might not account for specific business needs, leading to uneven case distribution, longer resolution times, and potential customer dissatisfaction. Optimizing Salesforce rules address these issues by ensuring equitable distribution, maximizing agent expertise, and expediting case resolution.

Best practices for Salesforce assignment

• Prioritizing cases . Categorize cases based on urgency or complexity to assign high-priority cases to experienced agents, ensuring quick resolutions.
• Efficient assignment techniques . Implement round-robin assignment or load-based distribution to evenly distribute cases among available agents, preventing bottlenecks.
• Role-based vs. direct assignment. Choose between role-based case assignment, where cases are directed to specific teams or direct assignment, where cases go to individual agents based on expertise.

Advanced Salesforce assignment techniques

• Multi-criteria case assignment. Combine multiple factors such as case type, priority, and customer tier for more accurate case routing.
• Automated case assignment. Leverage Salesforce automation tools like Process Builder and Flow to automate case assignments based on predefined criteria.
• Customized queues. Tailor Salesforce queues to match specific business units or case types, improving case categorization and routing.

Streamlining Salesforce case routing

Salesforce case routing logic.

Understanding Salesforce case routing logic is fundamental for ensuring that customer inquiries and issues are directed to the right personnel with the expertise to address them effectively. The case routing process involves a sophisticated interplay of various factors, such as queue membership, agent skills, workload, and availability. Salesforce’s intelligent algorithms consider these variables to determine the most suitable destination for each case, maximizing the chances of swift resolution. 

Caseload balancing

Balancing caseloads in Salesforce goes beyond equal case distribution among agents. This strategic approach boosts customer service quality and agent efficiency. Preventing overload for some and underutilization for others, it curbs burnout and enhances job satisfaction. 

Even workloads lead to swift responses, faster resolutions, and increased customer contentment. Moreover, balanced caseloads aid managers in spotting trends, optimizing resource allocation, and refining processes. This practice optimizes operations and fosters a cooperative, productive support environment.

Case escalation and reassignment strategies

Case escalation and reassignment strategies are vital for effective customer support. Escalation involves transferring cases to experienced agents or supervisors to address complex issues promptly. Case reassignment in Salesforce redirects cases to different teams or agents for specialized handling. 

These strategies prevent delays, ensure timely resolutions, and uphold customer satisfaction. With clear escalation and reassignment criteria, organizations enhance their support processes, allocate resources efficiently, and build a reputation for adeptly managing diverse customer concerns.

Configuring and customizing assignment rules

Salesforce rule configuration instructions.

• Access setup. Log in to your Salesforce account and navigate to the Setup menu located in the top-right corner of the screen.
• Search for assignment rules: In the Quick Find box, type “Assignment rules” and select what Assignment Rules you need to configure: Lead Assignment Rules or Case Assignment Rules. 
• Create a new rule. Click on the “New Assignment Rule” button to start configuring a new rule.
• Define Salesforce rule criteria. Give your rule a descriptive name and set the rule entry criteria. This includes conditions like case origin, type, priority, or other custom criteria that determine how cases are assigned.

• Specify rule actions. Determine what happens when cases meet the specified criteria. You can assign cases to specific users, queues, or use other automation processes.
• Configure rule entry order. If you have multiple assignment rules, specify the order in which they’re evaluated. This is important when cases could meet criteria for more than one rule.

• Activate the rule. Once configured, activate the assignment rule to make it live and start directing cases accordingly.

You can also integrate Salesforce workflow rules to automate follow-up actions after case assignments, enhancing customer communication.

Enhancing case management efficiency: Salesforce support cases best practices

• Utilize case templates. Expedite responses by employing predefined case templates for common issues, ensuring consistent and swift resolutions.
• Leverage macros. Enhance agent productivity with macros that automate multiple actions, reducing manual tasks and accelerating case handling.
• Opt for case cloning. Save time on data entry by cloning similar cases, streamlining the process of creating and managing new cases.
• Update Knowledge bases . Maintain accurate and current knowledge bases to empower agents with reliable information, enabling efficient issue resolution.
• Engage collaboration tools. Employ platforms like Chatter to encourage agent collaboration, fostering knowledge sharing and teamwork for complex cases.
• Notify agents of new assignments promptly and emphasize the importance of case ownership for accountability.

Optimizing case assignment rules in Salesforce is indispensable for efficient case handling. By understanding the fundamentals, implementing best practices, and embracing advanced techniques, businesses can ensure equitable case distribution, expedite resolutions, and enhance customer satisfaction. A well-optimized case assignment system ultimately streamlines support processes and contributes to the overall success of the customer support function.

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Mastering Case Assignment Rules in Salesforce – A Step-by-Step Guide for Effective Case Management

Introduction.

Effective case management is crucial for organizations that use Salesforce as their customer service platform. Salesforce offers a powerful feature called case assignment rules, which automate the process of assigning cases to the right teams or individuals. In this blog post, we’ll explore the ins and outs of case assignment rules in Salesforce and learn how they can streamline your case management workflow.

Understanding Case Assignment Rules

Case assignment rules in Salesforce are a set of criteria that determine how cases are assigned to users or queues. These rules ensure that cases are routed to the appropriate team or individual based on specific characteristics or attributes of the case. For example, you can define rules to assign high-priority cases to a specialized support team or route cases from a specific region to a regional support manager.

When a new case is created or edited, Salesforce evaluates the case assignment rules to determine the most suitable owner for the case. The rules are processed in a specified order, and the first one that matches the case criteria is applied to assign the case. It’s important to understand how these rules work and how to configure them to meet your organization’s unique requirements.

Configuring Case Assignment Rules

To access the Case Assignment Rules setup in Salesforce, go to Setup and search for “Case Assignment Rules” in the Quick Find box. This will take you to the Case Assignment Rules page, where you can create and manage your rules.

When creating or editing a case assignment rule, there are three key components to consider: rule entry criteria, assignment actions, and rule order.

The rule entry criteria define the conditions that a case must meet in order for the rule to be applied. You can specify criteria based on various attributes such as case origin, case type, case priority, or any custom fields you have added to your cases.

The assignment actions determine how the case will be assigned when the rule is applied. You can choose to assign the case to a specific user or queue, or even assign it to the case’s parent account or contact. Additionally, you can configure email notifications or escalation actions for certain cases.

It’s worth noting that you can have multiple assignment rules to handle different case scenarios. Salesforce allows you to specify the order in which these rules are evaluated. This allows for greater flexibility and ensures that cases are assigned correctly even in complex scenarios where multiple rules may apply to the same case.

In complex case assignment scenarios, you may need to use formula-based rule criteria. Formulas allow you to define more advanced conditions based on multiple attributes or calculations. This can be particularly useful when you have intricate routing requirements or need to assign cases based on a combination of factors.

Additionally, you can incorporate custom fields and objects in your case assignment rules. This means you can leverage any customizations or extensions you have made to Salesforce to tailor the assignment process to your organization’s specific needs. For example, if you have custom fields that capture region information, you can create rules to assign cases based on the region field.

Testing and Validating Case Assignment Rules

Before deploying your case assignment rules in a live environment, it’s crucial to thoroughly test and validate them. Salesforce provides several tools and best practices to help you in this process.

One effective method is to use sample test cases that cover various scenarios. Create cases that match the criteria defined in your rules and ensure that they are assigned correctly. This allows you to validate the accuracy of your rules and make any necessary adjustments.

After executing your test cases, analyze the assignment results and fine-tune your rules as needed. Keep an eye out for any unexpected or incorrect assignments and investigate the underlying rules and criteria that may have caused them. By continually monitoring and refining your rules, you can ensure the highest level of accuracy and efficiency in case assignment.

In addition to initial testing, ongoing monitoring of case assignments is vital to identify any issues that may arise. Salesforce provides reports and dashboards to help you track case assignment metrics and gain insights into potential performance bottlenecks or areas for improvement.

Optimizing Case Assignment for Efficiency

To further optimize your case assignment process, consider implementing the following best practices:

Assigning cases to queues instead of individual users: Queues allow for better load balancing and easier management of cases. Instead of assigning cases directly to individual users, create queues for different teams or roles and assign cases to these queues. This ensures that cases are distributed evenly and can be easily re-assigned if needed.

Leveraging assignment rules with round-robin or load balancing logic: If you have multiple users or teams within a queue, you can configure your assignment rules to distribute cases in a round-robin or load-balanced manner. This ensures that each user or team gets an equal share of cases and prevents any one individual from being overwhelmed with assignments.

Incorporating automated case escalation and reassignment: For certain types of cases or situations, it may be necessary to automatically escalate or reassign cases if they are not resolved within a specified timeframe. Salesforce provides workflow rules and escalation rules that can be used in conjunction with case assignment rules to automate these processes. This helps ensure that cases are promptly addressed and prevents any potential bottlenecks or delays.

Troubleshooting Common Case Assignment Issues

While case assignment rules are designed to streamline your case management workflow, there may be instances where issues arise. Here are some common problems that you may encounter and how to address them:

Identifying and resolving common assignment rule errors: Sometimes, case assignment rules may not function as expected due to incorrect configuration or conflicting criteria. It’s important to review your rule definitions and criteria to identify any potential errors and make the necessary corrections. Additionally, Salesforce provides detailed error messages and logs to help diagnose any issues that arise.

Handling conflicts and overlapping assignment criteria: In complex case assignment scenarios, it’s possible for multiple rules or criteria to match a single case. Salesforce has a built-in rule order feature that allows you to specify the evaluation order of your rules. By carefully organizing and prioritizing your rules, you can avoid conflicts and ensure that cases are assigned according to your desired logic.

Addressing performance concerns and bottlenecks: As your organization’s case volume grows, it’s essential to monitor the performance of your case assignment process. If you notice any bottlenecks or delays in case assignment, evaluate the efficiency of your rules and consider optimizing them. This may involve refining your rule criteria, reordering rules, or implementing performance enhancements such as custom indexing or caching.

Mastering case assignment rules in Salesforce is key to efficient and effective case management. By understanding the fundamentals of case assignment rules, configuring them correctly, testing and validating them thoroughly, and continuously optimizing their performance, you can streamline your case management workflow and provide exceptional customer service. Remember to regularly monitor and fine-tune your rules to ensure they align with your organization’s evolving needs. With the right approach and utilization of case assignment rules, you can enhance your customer support processes and deliver timely resolutions to your customers’ cases.

Related articles:

• Mastering Salesforce Assignment Rules – Simplifying Lead and Case Distribution
• Demystifying Assignment Rules in Salesforce – A Comprehensive Guide for Sales Success
• How to Set Up and Optimize Salesforce Assignment Rules for Enhanced Sales Team Efficiency
• The Ultimate Guide to Lead Assignment in Salesforce – Mastering Round Robin Distribution

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10 Salesforce.com Case Assignment Rules Best Practices

Salesforce.com's assignment rules are a powerful tool, but they can also be complex. Here are 10 best practices to follow when using them.

Salesforce.com is a powerful customer relationship management (CRM) platform that allows organizations to manage customer data, track customer interactions, and automate processes. One of the most important features of Salesforce.com is the ability to assign cases to the appropriate team or individual.

Case assignment rules are the key to ensuring that cases are assigned to the right people in a timely manner. In this article, we will discuss 10 best practices for creating and managing Salesforce.com case assignment rules.

1. Utilize the Assignment Rules Hierarchy

The Assignment Rules Hierarchy is a way to organize and prioritize the order in which Salesforce.com Case Assignment Rules are evaluated. This ensures that the most important rules are evaluated first, allowing for more efficient case assignment.

When creating an Assignment Rule, users can specify whether it should be evaluated before or after other rules. If multiple rules have the same priority, they will be evaluated in the order they were created. By utilizing the Assignment Rules Hierarchy, users can ensure that their most important rules are evaluated first.

Additionally, when using the Assignment Rules Hierarchy, users can create rules with different criteria and assign them different priorities. For example, if a user wants to assign cases based on product type first, then by region second, they can set up two separate rules with different priorities. This allows for more flexibility and control over how cases are assigned.

2. Use Roles and Profiles to Assign Cases

Roles and Profiles are a great way to assign Cases because they allow for granular control over who can access what. By assigning Roles and Profiles, you can ensure that only the right people have access to the right Cases. For example, if you want to make sure that only certain users can view or edit sensitive customer information, you can use Roles and Profiles to restrict access to those users.

Using Roles and Profiles also makes it easier to manage Case Assignment Rules. Instead of having to manually assign each Case to an individual user, you can set up Roles and Profiles so that all Cases assigned to a particular Role or Profile will automatically be routed to the appropriate user. This saves time and ensures that Cases are always assigned to the correct person.

Additionally, using Roles and Profiles allows you to easily add new users to your system without having to manually update Case Assignment Rules. When a new user is added to a Role or Profile, they will automatically be given access to any Cases associated with that Role or Profile. This eliminates the need to manually update Case Assignment Rules every time a new user is added.

3. Utilize Queues for Case Assignment

Queues are a great way to assign cases because they allow for multiple users to be assigned the same case. This is especially useful when dealing with high-volume customer service requests, as it allows for more efficient and effective management of those requests. Additionally, queues can be used to prioritize cases based on their urgency or importance, ensuring that the most important cases get addressed first.

To use queues for case assignment, you’ll need to create a queue in Salesforce.com and add members to it. You can then set up Case Assignment Rules to automatically assign cases to the queue. This ensures that all incoming cases are routed to the right people quickly and efficiently. It also makes it easier to track which cases have been assigned and who is responsible for them.

4. Leverage Apex Triggers for Complex Assignment Logic

Apex Triggers allow for more complex logic than the standard Case Assignment Rules, such as assigning cases to specific queues based on criteria like case type or customer location. This is especially useful when dealing with large numbers of cases and multiple assignment rules that need to be applied in a certain order. Apex Triggers also provide an easy way to customize the assignment process by allowing developers to write custom code to handle any special requirements. Additionally, Apex Triggers can be used to automate the assignment process, which eliminates manual intervention and ensures that cases are assigned quickly and accurately. Lastly, Apex Triggers can be used to integrate Salesforce.com Case Assignment Rules with other systems, such as ERP or CRM applications, making it easier to manage data across multiple platforms.

5. Create a Default Rule for Unassigned Cases

Creating a Default Rule for Unassigned Cases ensures that all cases are assigned to someone, even if they don’t meet the criteria of any other rule. This is important because it prevents cases from slipping through the cracks and being left unassigned.

To create a Default Rule for Unassigned Cases, go to Setup > Customize > Cases > Case Assignment Rules. Click “New” and enter a name for the rule. Set the order number to be higher than any other rules you have created. Then set the criteria so that it will always evaluate as true (e.g., “Case: Type equals Any”). Lastly, assign the case to an appropriate user or queue.

6. Automate Case Escalation with Workflow

Automating Case Escalation with Workflow allows for cases to be automatically escalated when they are not addressed within a certain time frame. This ensures that no case is left unresolved and customers receive timely responses.

Workflows can be set up in Salesforce.com to monitor the age of open cases, and if they exceed a specified amount of time, then an automated action will occur. This action could include sending an email notification to the assigned user or group, reassigning the case to another user or group, or creating a task for someone to follow up on the case. The workflow can also be configured to send out reminders at regular intervals until the case is resolved.

This automation helps ensure that all cases are handled promptly and efficiently, which leads to better customer service and satisfaction. Automating Case Escalation with Workflow also reduces manual effort and saves time by eliminating the need to manually check each case for resolution status.

7. Allow Users to Self-Assign Cases

Self-assignment allows users to take ownership of cases they are best suited to handle. This helps ensure that the right person is assigned to each case, which can help improve customer satisfaction and reduce resolution time. It also gives users more control over their workloads, allowing them to prioritize tasks based on their own expertise and availability.

To enable self-assignment, admins should create a rule with an assignment type of “User” and assign it to all users who need access to the case. The user will then be able to select themselves as the owner when creating or editing a case. Admins can also set up criteria for self-assignment, such as assigning cases only to users in certain roles or territories. This ensures that cases are routed to the most appropriate user while still giving users the freedom to choose.

8. Make Sure Your Rules are Well Documented

Documenting your rules helps ensure that everyone in the organization understands how cases are assigned and why. This is especially important when multiple users or teams are involved in case assignment, as it ensures that all parties understand their roles and responsibilities. Additionally, documenting your rules can help you identify any potential issues with the process before they become a problem.

When documenting your Salesforce.com Case Assignment Rules, make sure to include details such as who is responsible for assigning cases, what criteria should be used to assign cases, and which team members should be notified of new assignments. You should also document any changes made to the rules over time so that everyone is aware of the current version. Additionally, consider creating a flowchart or diagram to visually represent the process. This will make it easier for everyone to understand the rules and follow them correctly.

9. Monitor Performance of your Rules

Monitoring the performance of your rules is important because it allows you to identify any issues with the rule, such as incorrect criteria or an inefficient assignment process. This helps ensure that cases are being assigned correctly and efficiently, which can help improve customer satisfaction and reduce case resolution time.

To monitor the performance of your rules, Salesforce provides a number of tools. The Case Assignment Rules report shows how many cases were assigned by each rule over a given period of time. You can also use the Rule Performance dashboard to view the average time taken for each rule to assign a case. Additionally, the Assignment Debug Logs provide detailed information about the assignment process, including the criteria used to assign the case and the user who was assigned the case. By using these tools, you can quickly identify any issues with your rules and take corrective action if necessary.

10. Test, Test, Test!

Testing is important because it allows you to ensure that the rules are working as expected and that they are assigning cases correctly. It also helps identify any potential issues or conflicts with other rules, which can be addressed before they become a problem.

Testing should include creating test cases and running them through the assignment rules to make sure they are being assigned properly. This can be done manually by creating test cases in Salesforce and then running them through the assignment rules, or it can be automated using an automation tool such as Selenium. Automated testing is especially useful for larger organizations with complex assignment rules.

It’s also important to periodically review the assignment rules to make sure they are still valid and up-to-date. This includes checking for any changes in business requirements or processes that may require updating the rules. Additionally, if there have been any changes to the data model, such as adding new fields or objects, these should be tested to make sure the assignment rules are still functioning correctly.

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How to Create Assignment Rules in Salesforce

Assignment rules are a great instrument to better organize your sales and support teams’ work.

Using assignment rules you can automate the process of assigning owners to Leads and Cases. 

Assignment rules description

There are two types of assignment rules in Salesforce: Lead Assignment Rules and Case Assignment Rules.

To better understand Salesforce terminology we’ll give you a short definition of what is a Lead and what is a  Case in Salesforce.

Lead – prospect, someone interested in your product or service, but not yet ready to buy.

Case – customer’s question, complaint, or suggestion about your product or service.

Assignment rules can help you to automatically deliver specific Cases to the right people in the team who are specialized in a certain area so that the customers receive timely and qualified responses.

It also enables you to sort cases by priority according to the customer’s support package (Platinum, Silver, etc.).

The same thing applies with lead assignment rules Salesforce – you can define which users will be assigned leads that come from your website and which users will be assigned leads that come from social media.

Assignment rules and Queue creation

Now you know what assignment rules are for, we’ll show you how to set them up.

As an example, we’ll use Case Queue and Case Assignment Rules creation in Salesforce.

To create a Case queue in Salesforce, do the following:

• Setup -> type Queue in the Quick Find box -> enter the Name and Label. 
• Leave the Queue Email field empty if you want the support employees included in the queue to receive emails when new cases are created or type the email addresses of the people who will receive this kind of notification.
• Choose Case and add it to the Selected Objects column.
• Choose members and add them to the Selected Members column -> click Save.

To create a Case assignment rule do the following:

• Go to Setup -> type Assignment Rules in the Quick Find box -> choose Case Assignment Rules -> click New -> enter the Rule Name and click Save.
• Click on the rule you just created -> click  New in the Rule Entries section.
• Sort Order – defines the order in which entries will be processed (entering “1” means that this entry will be processed first).
• Select the criteria for this rule entry.
• Choose the User to whom this rule entry will be assigned.
• Choose the Email Template this user will receive when the new case will be assigned to him -> click Save.
• Click Edit in the Rule Detail section -> mark this rule as Active ->click Save.

Don’t miss the benefits you can get from using assignment rules – give them a try on your organisation!

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Case Assignment Rule in Salesforce

In this Salesforce tutorial, we will learn the case assignment rule in salesforce . In addition to this, we will also see step-by-step how to create case assignment rules in salesforce Lightning and Salesforce Classic.

While working in an organization that uses salesforce, I got a requirement where I need to assign cases to a specific team and team member. So, to fulfill this requirement, we create a salesforce case assignment rule.

If you want to learn How to create case assignment rules in Salesforce Lightning and Salesforce Classic , you have come to the right place.

The following are the topics that we will cover in this salesforce tutorial:

• Case assignment rule in Salesforce
• Component of case assignment rule in Salesforce
• Fields used in case assignment rule in Salesforce
• How to create case assignment rule in Salesforce Lightning
• How to create case assignment rule in Salesforce Classic

Table of Contents

Case assignment in Salesforce is the process of allocating a case to a certain team or teammate within an organization. A case assignment can be assigned in a variety of ways, either manually or in accordance with assignment criteria.

But, in this article, we will only focus on the case assignment rule in salesforce. So, a case assignment rule in salesforce is a process that automatically assigns cases to the appropriate team or teammate based on specific criteria.

This help in handling the case management procedure, speeding up responses, and boosting customer satisfaction. Also, it aids in enhancing both general effectiveness and customer service.

With this, we got an overview of the case assignment rule in salesforce. Now, we will move forward and understand its main components.

In Salesforce, the case assignment rule revolved around two main components such as case rule and case criteria.

• Case Rule: A case rule defines one or more than one condition that must meet to be assigned to a specific user. We can add as many rule entries as we want to a single assignment rule.
• Case Criteria: Case criteria are the conditions that are based on different factors such as case origin, status, type, etc.

In conclusion, the case assignment rule matches the case criteria first and then the case rule assigns the case to the appropriate user or queue.

With this, we got an overview of how the case assignment rule works in salesforce. Now, we will move ahead and try to understand the common fields used in the case assignment rule.

Some of the common fields used in Case Assignment Rules are given below:

• Order: This field is used to specify the order of the case entries in which we want to execute the case rule.
• Criteria: This field is used to specify the case condition that must meet with the case to whom it is assigned.
• User: This field specifies the salesforce user or team to whom the case is assigned.
• Email Template: This field is used to specify the email template that we want to use to send emails.
• Predefine case team: This field defines predefined case teams to add to the case.
• Replace existing predefine case team: This field replaces the existing predefined case team with a specified case team if the case condition meets.

With this, we have learned some common fields used in the salesforce case assignment rule. Now, we will move further and learn how to create case assignment rules in Salesforce Lightning .

Read: How to remove new event button from case object in salesforce

Here are the steps to create a case assignment rule in Salesforce Lightning:

Step 1:  Log in to your Salesforce account and go to  Setup .

Step 2:  In the Quick Find box, type  Assignment Rules , then select  Case Assignment Rules located under Services.

Step 3:  Click  New  to create a new case assignment rule.

Step 4:  Enter a  Rule Name  for the case rule. Here, I create the Rule “High Priority Case” .

Step 5:  Activate the rule by clicking the  Activate  button. Activating this rule will deactivate the current case assignment rule automatically as at one time only one rule is activated.

Step 6:  Click  Save  to save the rule.

Step 7:  Select the  Rule Name  and open it to add case assignment rules.

Step 8:  Click  New  to create multiple rule entries under this rule.

Step 9:  Set the  Rule Order  in which these rule entries will process.

Step 10:  Define the criteria that will trigger the rule. This can include fields like case origin, cause status, and cause type. Here, I set the criteria for “Case Priority equal to High” .

Step 11: Specify the user or queue to whom we assign the case when a case meets the criteria. Here, I assign it to the “ User “.

Step 12: Optionally, we can also choose the email template for the case assignment rule.

Step 13: In addition to this, we can select predefined case teams and also replace existing predefined case teams.

Step 14: Click  Save  to save the case assignment rule.

Step 15:  Test the rule by creating a test case that meets the criteria, and ensures that it is assigned correctly.

Note: Always check the checkbox “Assign using active assignment rule” to assign newly created case according to case assignment rule.

Once our case assignment rule is created and tested, Salesforce will automatically assign incoming cases based on the criteria we’ve defined.

With this, we learned to  create the case assignment rule in Salesforce Lightning . Now, we will move and learn to create the case assignment rule in Salesforce Classic .

Read How to Enable Email to Case in Salesforce

Here are the steps to create a case assignment rule in Salesforce Classic:

Step 1:  Log in to your Salesforce Classic account. Click on  Avtar  and then select  Switch to Salesforce Classic .

Step 2:  Go to the  Setup  menu in Salesforce Classic and click on the  Build  section.

Step 3:  Click on the  Case  object under the  Customize  section.

Step 4:  Then, click on  Case Assignment Rules .

Step 5:  Click  New  to create a new case assignment rule.

Step 6:  Enter a  Rule Name . Here, I create a rule with the name Case Number Assignment .

Step 7:  If we want to activate the rule click on the  Activate  button.

Step 8:  Click  Save  to save the rule.

Step 9:  In order to add case assignment rules, select the  Rule Name .

Step 10:  Click  New  to create new rule entries.

Step 11:  Specify the  Rule Order  in which the rule should be evaluated if we have multiple rules.

Step 12: Define the criteria that the lead record must satisfy in order for the rule to be triggered. Any field on the lead record can be used to define your criteria. Here, I set criteria Case Number should be greater or equal to 00001001.

Step 13: Define the actions that should be taken when a case meets the rule criteria such as assigning the case to User, Queue, and Partner User. Here, I define an action that case should be assigned to Case Queue.

Step 14: As an additional option, we can select the email template to whom we want to assign the case assignment rule.

Step 15: We also have the option of choosing predefined case teams or changing the current predefined case teams on the case.

Step 16: To save the case assignment rule, click Save .

Step 17: By developing a test case that meets the requirement, we can confirm that our rule is functioning correctly.

With this, we learned how to create the case assignment rule in Salesforce Classic.

You may also like to read the following Salesforce tutorials.

• How to Delete a Case in Salesforce
• How to Close a Case in Salesforce
• How to Create a Case in Salesforce

In conclusion, Salesforce’s case assignment rules let us automatically allocate incoming cases to the right sales team members or queues based on predefined criteria.

Both Salesforce Classic and Salesforce Lightning provide a simple procedure to create a case assignment rule which will help our sales team work more effectively and efficiently.

In addition to this, the following are the topics that we have discussed:

I am Bijay Kumar, the founder of SalesforceFAQs.com. Having over 10 years of experience working in salesforce technologies for clients across the world (Canada, Australia, United States, United Kingdom, New Zealand, etc.). I am a certified salesforce administrator and expert with experience in developing salesforce applications and projects. My goal is to make it easy for people to learn and use salesforce technologies by providing simple and easy-to-understand solutions. Check out the complete profile on About us .

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Defining Assignment Rules

Creating case queues, choosing a default case owner.

Make sure your comments are assigned to a specific support representative, although none of the assignment rules apply, for chossing of default owner. The default case owner can be a user or a queue. 1. From Setup, enter support settings in Quick Find Box then select Support Settings. 2. Click Edit. 3. Choose user or queue. 4. Select the user or queue name you want to be the owner of a case if no assignment rules apply. 5. Click Save.

Creating a Case Assignment Rule

How to Apply Case Assignment Rules in Flow

May 18, 2023 Yumi Ibrahimzade Actions , Automation , Flow , Flow Actions , Flow Packages , Packages 26

The case object is a core part of the Salesforce platform. It helps manage and track customer issues and inquiries. You can use this standard object to handle support requests effectively. The case object acts as a central repository for recording and monitoring customer interactions. It allows you to streamline your customer service processes. In order to improve the support efficiency, it is important to assign cases to the right teams or individuals. Although you can manually assign the record, it is possible to use the standard case assignment rules as well. Case assignment rules determine how cases are assigned to users or put into queues.

When you create a new case record, you can just mark "Assign using active assignment rule" to run case assignment rules.

However, if you are creating the case record using Salesforce Flow, there is no standard option to run the case assignment rules. This option exists just for lead assignment rules. Moreover, when you create a case using flow, you have to set the correct owner id. Otherwise, the system doesn't run the case assignment rules and assigns the case to the current user. If you really want to use the logic that you have in your assignment rule, you will have to build the same logic again in the flow.

In this post, you can find a custom invocable action (Apex class) that runs case assignment rules for any case record that you want.

How to Use the Action

1-  Install the action using the installation links below.

2-  Add a new action to your flow and search for "Apply Case Assignment Rules", this is the name of the action that you installed.

3- Give a name to the action and provide the id of the case record that you want to assign.

You can use this action in any flow type that supports the action element.

Here is a screen flow that clones a case record with its related records. It uses this custom action to assign the new case record. Read this post to learn how to create a flow to clone a record with its related records.

Installation Links

Use this link to install in production or developer edition environments.

Use this link to install in sandbox environments.

25 Comments

Is that a future method or synchronous?

It is synchronous.

Hi Yumi, I tried using this on a case after save flow as an immediate action on create and it doesn't work. However, if I add a scheduled path of 0 min after creation, it works. Do you know of this limitation? Thanks!

I'm also noticing that this doesn't work when a guest executes a screen flow from a public page which creates the case.

Is your screen flow working in system context - view all data?

Hi Jay, It works in asynchronous path as well. I will check if it is possible to use it in the immediate path.

Thank you, I don't have to code this now.

You are welcome!

Hey Yumi, Case is assigned but email is not fired to members of queue? Any suggestions?

Hi Priyanshu, You are right. I just added it to the code and uploaded the package again. Can you please try with the new version?

Thanks Yumi, Can you please provide the url for new version?

Yumi, waiting for your response.

Is there a way to verify (in a flow decision), using a formula or some other way, if the "Assign using active assignment rule" is checked? I have a user case where the Assignment rules need to be triggered within the flow ONLY when the checkbox "Assign using active assignment rule" is checked, but I cannot find a way to do so. Any ideas?

"Assign using active assignment rule" is not a field on the object, so I think unfortunately it is not possible to get this information.

Hey Yumi Ibrahimzade, Not working in production or can you please provide url for update version? Thanks in advance 🙂

Thank you so much for this package. I just came across the need for this and then found your solution. It works exactly as expected.

I am glad that you found it useful!

Thanks Yumi, It helped me a lot to resolve my issue!

I am glad that you liked it Nadia!

Thanks for the post, Yumi, would you be willing to publish the code in a code snippet?

You are welcome Andy. Here is the code:

public class ApplyCaseAssignmentRules { @InvocableMethod (label='Apply Case Assignment Rules') public static void CaseAssign(List CaseId) { Database.DMLOptions dmo = new Database.DMLOptions(); dmo.assignmentRuleHeader.useDefaultRule= true; dmo.EmailHeader.TriggerUserEmail = true; Case Cases=[Select id From Case Where Case.id in:CaseId]; Cases.setOptions(dmo); update Cases; } }

I am using this action in a trigger flow (After Save), but it's not working, I should a scheduled path if I wanted to work, any suggestions please ? Thank you

Hi, You should use this action in a scheduled or asynchronous path.

I am trying to install in sandbox and getting this error: ApplyCaseAssignmentRulesTest: Method does not exist or incorrect signature: void startTest() from the type Test

Worked perfect in a screen flow with no Scheduled or Asynchronous path.. Thanks!

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Assignment rules in Salesforce

• By Ankush Dureja in salesforce

December 6, 2018

Page Contents

What are assignment rules in salesforce ?

Assignment rules in salesforce are used to automatically assign lead or Case to owner( User Or Queue ). Assignment rule is used to automate owner assignment on Case and Lead based on conditions on Case or Lead. For example, there could on lead assignment rule for web-generated leads and one case assignment rule for the holiday use.

Types of assignment rules

There are two type of assignment rules

Lead Assignment Rules

Case assignment rules.

Specify how leads are assigned to users or queues as they are created manually, captured from the web, or imported via the Data Import Wizard.

Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

Create or Setup assignment rules

• From Setup, enter Assignment Rules in the  Quick Find  box, then select either  Lead Assignment Rules  or  Case Assignment Rules .
• Choose  New , and then give the rule a name. Specify whether you want this to be the active rule for leads or cases created manually and via the web and email. Then click  Save .
• To create the rule entries, click  New . For each entry, you can specify:
• Order : Sets the order in which the entry will be processed in the rule, for example, 1, 2, 3. Salesforce evaluates each entry in order and tries to match the criteria of the entry. As soon as a match is found, Salesforce processes the item and stops evaluating the rule entries for that item. If no match is found, the item is reassigned to either the default Web-to-Lead owner, the administrator doing a lead import, or the default case owner.
• Choose criteria are met and select the filter criteria that a record must meet to trigger the rule.For example, set a case filter to Priority equals High if you want case records with the Priority field marked High to trigger the rule. If your organization uses multiple languages, enter filter values in your organization’s default language. You can add up to 25 filter criteria, of up to 255 characters each. When you use picklists to specify filter criteria, the selected values are stored in the organization’s default language. If you edit or clone existing filter criteria, first set the Default Language on the Company Information page to the same language that was used to set the original filter criteria. Otherwise, the filter criteria may not be evaluated as expected.
• Choose formula evaluates to true and enter a formula that returns a value of “True” or “False.” Salesforce triggers the rule if the formula returns “True.” For example, the formula AND(ISCHANGED( Priority ), ISPICKVAL (Priority, “High”) ) triggers a rule that changes the owner of a case when the Priority field is changed to High. If your condition uses a custom field, the rule entry will be deleted automatically if the custom field is deleted.
• User : Specifies the user or queue to which the lead or case will be assigned if it matches the condition. Users specified here cannot be marked “inactive” and they must have “Read” permission on leads or cases.
• Do Not Reassign Owner : Specifies that the current owner on a lead or case will not be reassigned to the lead or case when it is updated.
• Email Template : We can specifies the template to use for the email that is automatically sent to the new owner. If no template is specified, no email will be sent. When assigning a lead or case to a queue, the notification goes to the Queue Email address specified for the queue and all queue members.
• Predefined Case Teams : Specifies the predefined case team(s) to add to a case when it matches the condition. A case team is a group of people that work together to solve cases.
• Replace any existing predefined case teams on the case : Specifies that any existing predefined case teams on the case are replaced with the predefined case teams on the condition, when a case matches the condition.

After creating the entry, click  Save , or  Save & New  to save the entry and create more entries.

Assignment Rule Example

Following is sample Case assignment rule which assigns case to different queues based on Billing Country, Account SLA and customer type:

For more details about assignment rules please refer to assignment rules  official link.

Assignment rules in Salesforce trailhead

Good luck for creating Assignment rules in Salesforce 🙂

• Assignment rules , Assignment rules Salesforce , Case Assignment rules , Lead Assignment Rules , salesforce , sfdc

Ankush Dureja

Permanent link to this article: https://www.sfdcpoint.com/salesforce/assignment-rules-in-salesforce/

Skip to comment form

• Stremove.com on August 2, 2020 at 9:10 am

Case Assignment Rules Determine how cases are assigned to users or put into queues as they are created manually, using Web-to-Case, Email-to-Case, On-Demand Email-to-Case, the Self-Service portal, the Customer Portal, Outlook, or Lotus Notes.

• Dayene on August 25, 2020 at 7:01 pm

Hi! What about when I want my assignment to change when the Lead status is changed? I’ve created two criterias. First when the status is new and second when the status has other values. But when the Lead is updated and the status changes the assignment doesn´t follow this change and it does not assignment the Lead Owner correctly. Thanks.

• Vrushabh LEngade on October 27, 2020 at 3:51 pm

Use Escalation Rules and escalate the case to another user or queue

• subhasini on December 23, 2021 at 6:19 pm

Hi Ankush Dureja, there is a interview question on assignment and the question is : What will happen if the user becomes inactive(or user is deactivated) on whom the rule is assigned. Please reply me ASAP

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Assignment Rules In Salesforce

by Atul Gupta | Jun 1, 2021 | CV Newsletter

Assignment rules in Salesforce are basically used to automatically assign Case or Lead to the owner (Queue or User). This assignment rule is used to automate owner assignments on Lead and Case based on conditions on Case and Lead.

Types of Assignment Rule

There are two types of assignment rules .

•  Lead Assignment Rules
• Case Assignment Rules

Lead Assignment Rule:

The Lead Assignment rule describes how leads are assigned to queues or users as they are created manually, imported via the Data Import Wizard, or captured from the web.

Case Assignment Rule:

In Case Assignment rule, it specifies how cases are assigned to users or queues as they are created manually, using On-Demand Email-to-Case, Email-to-Case, Web-to-Case, the Customer Portal and Outlook.

Create or Set-up assignment rules

• From Setup, enter Assignment Rules in the Quick Find box, then select any one assignment rule either Lead Assignment Rule or Case Assignment Rule .
• Click New , and then give the rule a name. If you want to make it active then check the active box then click Save .
• To create the rule entries, click New . For each entry, you can specify:
• Order: Set the order in which the entry will be processed in the rule, for example, 1, 2, 3. It matches the criteria of the entry according to the order. When a match is found, it processes the item.
• Criteria : Here, write the condition so that when it meets with criteria it automatically assigns to queues or users on Lead/Case.  Enter the rule criteria.
• User : Choose here either users or queues to assign on Lead/Case.
• Do Not Reassign Owner : It defines that the current owner on a case or lead will not be reassigned to the case or lead when it is updated.
• Email Template : You can choose a template to use for the email that is automatically sent to the new owner of Lead/Case. No email will be sent if no template is specified. While assigning a lead or case to a queue, the notification goes to the Queue Email specified for the queue and all queue members.
• Predefined Case Teams : It describes the predefined case team to add to a case when it matches the condition.
• Replace any existing predefined case teams on the case : It describes that any existing predefined case teams on the case are replaced with the predefined case teams on the condition when a case matches the condition.

After this setup, click Save , or Save & New to save the entry and create more entries.

Assignment Rule Example:

Following is the Lead Assignment rule which assigns Lead to queues based on City, Company, and Industry.

Like this, you can create more rules for assigning a different Queue/User for different criteria.

Atul Gupta is CloudVandana’s founder, an 8X Salesforce Certified, working with globally situated businesses in creating Custom Salesforce Solutions.

A strong, dynamic, and accomplished leader, as Director at Atul Gupta, guides all the aspects of CloudVandana Salesforce Implementation Team, Analytics, and Information Technology functions.

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AssignmentRules

File suffix and directory location.

Assignment rules for an object have the suffix .assignmentRules and are stored in the assignmentRules folder. For example, all Case assignment rules are stored in the Case.assignmentRules file.

AssignmentRules components are available in API version 27.0 and later.

AssignmentRule

Specifies whether the rule is active or not and its definition. Rules are processed in the order they appear within the AssignmentRules container.

Represents the fields used by the rule.

Declarative Metadata Sample Definition

The following is an example file showing two assignment rules on the Case object:

Wildcard Support in the Manifest File

This metadata type supports the wildcard character * (asterisk) in the package.xml manifest file. For information about using the manifest file, see Deploying and Retrieving Metadata with the Zip File .

Updated Biden administration rules will soon affect students across US: What to know

Students and school employees across America will be impacted in the fall by new changes to a rule that affects all federally-funded schools.

Practically, it's a sweeping update to how schools will have to handle sex discrimination and abuse cases. Politically, it's a part of a power struggle between the Trump and Biden administrations.

What's new? The Biden administration released a new set of rules this week overhauling the Trump administration's Title IX rules – which gave more rights to alleged perpetrators of sexual assault and harassment. The new rules also stipulate further protections for LGBTQ+ students as well as parenting and pregnant students.

What is Title IX? Title IX is a civil rights law that bans sex discrimination against students, employees and others at public schools, colleges and universities that receive federal funding.

What were some of the old rules? For cases of sexual assault, they stipulated that schools only had to investigate claims that met a certain threshold of sex discrimination and were made through a formal reporting process. It also raised the bar of proof for sexual misconduct on college campuses. They prohibited investigations of cases that occurred off campus.

Why does the change matter? Critics argued the Trump-era rules prevented people accused of sexual harassment, assault or discrimination from facing repercussions. Supporters contended the rules rightly strengthened due-process protections for accused students or faculty members.

Biden's new Title IX rules will affect people on the nation's school campuses starting in August.

What happened this week?

The Biden administration's new set of guidance overhauls Trump-era rules that in part narrowed which and how schools could investigate sex discrimination cases. President Joe Biden in his 2020 presidential campaign vowed to overturn the changes made under Education Secretary Betsy DeVos.

The new rules expand the definition of sexual assault and harassment. That means schools could investigate more cases of discrimination, abuse or harassment filed by people on school campuses under the scope of the law.

College student survivors will no longer be required to attend live hearings or go through cross examinations. And people will be given the right to "prompt and equitable grievance procedures," the rule reads.

LGBTQ+ students will be guaranteed protection under the law if they are discriminated against for their gender identity or sexual orientation.

Pregnant and parenting students who might receive unwanted sexual attention, shame or punishment at schools will also be granted more protections from sex discrimination in the admissions process and on campus.

“These final regulations build on the legacy of Title IX by clarifying that all our nation’s students can access schools that are safe, welcoming, and respect their rights," said U.S. Secretary of Education Miguel Cardona.

Who is impacted by the changes to Title IX?

The rule changes have a wide range of effects on students, among the most notable examples:

• Sexual assault survivors : The new rules will have sweeping effects on survivors of sexual misconduct and those accused of crimes. Among the changes: The definition of sexual assault will be expanded in K-12 schools and colleges.
• LGBTQ+ students : Biden's Title IX update stipulates protections from sex discrimination based gender identity for the first time.
• Pregnant and parenting students : The new regulations extend the definition of "sex-based harassment" to include pregnant people on campuses.

Ruling on transgender student participation in sports remains unsettled

The Biden administration did not rule on whether transgender and nonbinary students can participate on the sports teams that align with their gender.

The administration released a proposed rule in April 2023 that said schools and colleges largely could not ban nonbinary and transgender students from sports teams in the new Title IX rules.

Contact Kayla Jimenez at [email protected] .  Follow her on X at @kaylajjimenez.

Watch CBS News

FTC bans noncompete agreements, making it easier for workers to quit. Here's what to know.

By Kate Gibson

Edited By Alain Sherter

Updated on: April 24, 2024 / 10:17 AM EDT / CBS News

Federal regulators on Tuesday enacted a nationwide ban on new noncompete agreements, which keep millions of Americans — from minimum-wage earners to CEOs — from switching jobs within their industries.

The Federal Trade Commission on Tuesday afternoon voted 3-to-2 to approve the new rule , which will ban noncompetes for all workers when the regulations take effect in 120 days. For senior executives, existing noncompetes can remain in force. For all other employees, existing noncompetes are not enforceable.

The antitrust and consumer protection agency heard from thousands of people who said they had been harmed by noncompetes, illustrating how the agreements are "robbing people of their economic liberty," FTC Chair Lina Khan said. 

The FTC commissioners voted along party lines, with its two Republicans arguing the agency lacked the jurisdiction to enact the rule and that such moves should be made in Congress. 

Within hours of the vote, the U.S. Chamber of Commerce said it would sue to block "this unnecessary and unlawful rule and put other agencies on notice that such overreach will not go unchecked." The new rule would "undermine American businesses' ability to remain competitive," the trade group, which advocates for U.S. corporations and businesses, said in a statement.

Why it matters

The new rule could impact tens of millions of workers, said Heidi Shierholz, a labor economist and president of the Economic Policy Institute, a left-leaning think tank. 

"For nonunion workers, the only leverage they have is their ability to quit their job," Shierholz told CBS MoneyWatch. "Noncompetes don't just stop you from taking a job — they stop you from starting your own business."

Since  proposing the new rule , the FTC has received more than 26,000 public comments on the regulations. The final rule adopted "would generally prevent most employers from using noncompete clauses," the FTC said in a statement.

The agency's action comes more than two years after President Biden directed the agency to "curtail the unfair use" of noncompetes, under which employees effectively sign away future work opportunities in their industry as a condition of keeping their current job. The president's executive order urged the FTC to target such labor restrictions and others that improperly constrain employees from seeking work.

"The freedom to change jobs is core to economic liberty and to a competitive, thriving economy," Khan said in a statement making the case for axing noncompetes. "Noncompetes block workers from freely switching jobs, depriving them of higher wages and better working conditions, and depriving businesses of a talent pool that they need to build and expand."

A threat to trade secrets?

An estimated 30 million people  — or one in five U.S. workers — are bound by noncompete restrictions, according to the FTC.  The new rule could boost worker wages by a total of nearly $300 billion a year, according to the agency.

Employers who use noncompetes argue that they are needed to protect trade secrets or other confidential information employees might learn in the course of their jobs. 

"It'll represent a sea change," said Amanda Sonneborn, a partner at King & Spalding in Chicago who represents employers that use noncompetes. "They don't want somebody to go to a competitor and take their customer list or take their information about their business strategy to that competitor."

Yet corporations concerned about protecting their intellectual assets can use restraints such as confidentiality agreements and trade secret laws, and don't need to resort to noncompete agreements, the FTC staff determined. 

The commission's final rule does not nullify existing noncompetes with senior executives, who are defined as those earning more than $151,164 a year and who hold a policy-making position. Those execs are much more likely to negotiate the terms of their compensation, according to regulators.  

Still, the FTC is banning new noncompetes for senior executives on the grounds that the agreements stifle competition and discourage employees from creating new businesses, potentially harming consumers.

The idea of using noncompetes to keep business information out of the hands of rivals has proliferated, noted Shierholz, citing a notorious case  involving Jimmy John's eateries .

Low-paid workers are now the hardest hit by restrictive work agreements, which can forbid employees including janitors,  security guards  and  phlebotomists  from leaving their job for better pay even though these entry-level workers are least likely to have access to trade secrets.

Real-life consequences

In laying out its rationale for banishing noncompetes from the labor landscape, the FTC offered real-life examples of how the agreements can hurt workers.

In one case, a single father earned about $11 an hour as a security guard for a Florida firm, but resigned a few weeks after taking the job when his child care fell through. Months later, he took a job as a security guard at a bank, making nearly $15 an hour. But the bank terminated his employment after receiving a letter from the man's prior employer stating he had signed a two-year noncompete.

In another example, a factory manager at a textile company saw his paycheck dry up after the 2008 financial crisis. A rival textile company offered him a better job and a big raise, but his noncompete blocked him from taking it, according to the FTC. A subsequent legal battle took three years, wiping out his savings. 

—The Associated Press contributed to this report.

Kate Gibson is a reporter for CBS MoneyWatch in New York.

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What you missed on Day 6 of Trump’s trial: A witness details salacious stories and the judge bristles at gag order arguments

Testimony in Donald Trump’s historic hush money case resumed Tuesday, with prosecutors urging the court to hold the former president in contempt for attacking witnesses and others, and former tabloid impresario David Pecker returning to the stand with details that linked Trump’s circle to a slew of salacious stories.

Earlier, as Trump awaited the hearing over the gag order in the case, his fundraising appeals took on a frantic tone. Deliberations stretched on for more than an hour, but the judge presiding over the case, Juan Merchan, opted to wait and rule later. 

It left in limbo Trump’s assertion that he had not willfully violated the order, as his attorney vowed, and any consequences if the judge rules that he did. And Trump continued to rail against the gag order. 

Here is what you missed on Day 6 of Trump’s hush money trial:

Witness David Pecker returned to the stand

Pecker, the former CEO of AMI and publisher of the National Enquirer, described giving directions to implement an agreement with Trump to help his 2016 presidential campaign. Pecker said the Enquirer had “embellished” stories about some of Trump’s opponents at Michael Cohen’s request, including a piece about the father of Sen. Ted Cruz, R-Texas, being involved in the assassination of John F. Kennedy

The publication had “mashed the photos” together of Lee Harvey Oswald and Cruz’s father, Pecker said, conceding that an article Trump cited repeatedly on the campaign trail was a fabrication.

Prosecutors implicate Steve Bannon — and identify Trump’s alleged ‘primary’ crime 

Under questioning, Pecker recounted how Trump introduced him to Steve Bannon, a top adviser to Trump’s 2016 campaign. He and Bannon “would work well together,” the publisher said Trump told him.

“I believe that you and Steve would get along really well,” Pecker said Trump told him in October 2016. Asked if Bannon had ever pitched him stories, Pecker said Bannon had suggested how a reporter from the National Enquirer could appear on Sean Hannity’s Fox News show to discuss the articles with Hannity.

Doing so would reach an audience of millions. At the time, Fox News had surged to become the most-watched cable news channel, with Hannity, a high-profile Trump ally, enjoying the biggest ratings boost of any host on the network in October that year — a 65% jump over the previous month , according to Nielsen ratings. 

Amid objections from the defense, who said they had no notice that Bannon was being considered a co-conspirator, the prosecution argued that the requests are relevant to the “primary” underlying crime, New York Election Law 17-152.

The law prohibits conspiracies to promote the election of a specific candidate through unlawful means.

Cohen’s involvement 

Pecker said he believed Cohen to be a stand-in for Trump because of how involved he had been in Trump’s business operations and that this continued into the campaign.

He detailed that as the negotiations over buying stories grew, he talked to Cohen daily. Trump’s lawyer, Pecker testified, told him to stop using a landline phone and instead begin using a secure messaging app called Signal, which deletes messages after a period of time.

As Trump’s rivals gained ground during the presidential primary, the National Enquirer would publish stories crafted to impugn their credibility.

“‘Family Man’ Marco Rubio’s Love Child Stunner,” read one headline that is among the exhibits in the trial. Another promised to detail “Senator Marco Rubio’s cocaine connection.” Rubio, a Florida Republican, denied those stories at the time and Pecker suggested that they were published without evidence.

Pecker detailed the scheme like so:

“After the Republican debates, and based on the success that some of the other candidates had, I would receive a call from Michael Cohen, and he would direct me and direct Dylan Howard which candidate and which direction we should go,” he said. “That’s how the process happened.” 

There were other stories designed to offer Trump a boost, including a piece about Trump’s wife, Melania, and “how she inspired Trump to run.” Another claimed that Barack Obama’s half-brother was “cheering on Donald Trump at debate.” 

Conversations with Trump

Pecker explained his relationship “over the years” with Trump, and how he got to know him.

“I would describe Mr. Trump as very knowledgeable. I would describe him very detail-oriented. I would describe him almost micromanaging,” Pecker said, amid a discussion over payments. “Looking at all the aspects of whatever the issue was,” he said.

Pecker later told the courtroom how he and Trump had talked every couple of weeks. On rare occasions, it was Trump’s bodyguard Keith Schiller who would sometimes pass messages to him.

Pecker also testified that he took actions he would not have taken otherwise to protect Trump.

Prosecutor Joshua Steinglass asked if Pecker had paid $30,000 for an untrue story as “a way to lock it up.”

Pecker said that, yes, he sought to bury it to avoid “potential embarrassment” to Trump and was prepared to spend a sum far out of the ordinary to do so. 

Merchan reserved judgment on the gag order

An attorney for the district attorney’s office argued that Trump “seems to be angling” for incarceration by repeatedly and knowingly violating the gag order. Prosecutors had asked that he be held in contempt for attacking witnesses and others in the case, saying that they aren’t asking that Trump be imprisoned but want him fined for at least 10 violations.

The charge came just hours after Trump warned in a fundraising appeal, which he called a “FAREWELL MESSAGE,” that he “could be thrown in jail.”

Trump has been awaiting the hearing on the gag order since last week and, in the meantime, has continued to jab at witnesses in the case outside the courtroom, on his campaign website and on social media.

One New York Post article Trump shared that was cited by prosecutors referred to Cohen as a “serial perjurer [who] will try to prove an old misdemeanor.” Trump, on the first day of the trial, posted it twice on Truth Social and on his campaign website. He did it again the following day.

“The defendant is having his day in court and he is doing everything he can to try to undermine that process,” said prosecutor Chris Conroy. He said the prosecution would file another order arguing statements Trump made about Cohen on Monday in the courthouse hallway also violated the order.

But Trump’s lawyer insisted the gag order had not been willfully violated. He is facing a “barrage” of attacks from people “who can say whatever they want,” while he cannot respond, said Todd Blanche.

Merchan grew visibly frustrated as Blanche continued to make the case for Trump. “He’s saying there are two systems of justice  in this courtroom ?” Merchan asked. Blanche responded, “Yes, your honor. That’s what his message is.” 

The judge pressed Trump’s attorney to show him the exact post that Trump was responding to. “I’ve asked you eight or nine times,” said Merchan. “You’ve been unable to do that even once.” 

Trump, seated at the defense table, kept his eyes closed and appeared disinterested. 

Blanche, asked whether the defense had any other arguments to hand up, responded that they are “trying to comply” with the gag order. “President Trump is being very careful,” he said.

Merchan snapped, “You’re losing all credibility with the court.”

Katherine Doyle is a White House reporter for NBC News.

Ex-publisher details ‘catch and kill’ at Trump’s hush money trial

• Prosecutors spell out overall theory, underlying crime at the heart of Trump trial
• National Enquirer boss said he was told to talk to Michael Cohen about rumors
• Judge weighs decision regarding Trump’s possible contempt over gag order

Here's what to know:

Here's what to know, live coverage contributors 8.

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• Ex-publisher details ‘catch and kill’ at Trump’s hush money trial April 23, 2024 Ex-publisher details ‘catch and kill’ at Trump’s hush money trial April 23, 2024
• Who is David Pecker, first witness in Trump New York hush money case? April 22, 2024 Who is David Pecker, first witness in Trump New York hush money case? April 22, 2024
• The jurors in Trump’s New York hush money trial April 19, 2024 The jurors in Trump’s New York hush money trial April 19, 2024

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