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Advanced Lead and Case Assignment Rules with Free BREeze

As all administrators know, Salesforce comes with out of the box assignment functionality for Leads and Cases. It’s a great feature for those objects, but it’s one that hasn’t been updated in many years and sometimes you need something more robust or sophisticated to manage your Lead and Case assignments as you’d like. We developed a rules engine platform – 100% within Salesforce – called BREeze, about 5 years ago and originally built it to handle any type of rule set you could need within Salesforce. We’re happy to announce, we’ve taken this platform and created a free version that takes the power of that rules engine and enhances Lead and Case assignments. We call this Free BREeze – and even though it sounds like a Christopher Cross song (as I’ve repeatedly said, no one can accuse us of coming up with fancy names) it packs a ton of power for a free app. Here’s just a few of the use cases it can support – for free:

  • Assign Fields Beyond Owner – Let’s start with the most basic powerful feature of BREeze – the ability to “assign” more than one field per rule. Standard assignment rules allow you to set the Owner field for Leads and Cases – and, well, that’s it. With BREeze, you can set any field on the object to any values you need. Take a simple example of a customer logging a case with the Case Reason of “Breakdown”. This means their equipment is down. Instead of just setting the Owner to a Queue, in the screenshot below we are also setting the Priority, a field called “Potential Liability” and the Escalated flag all at once. You can even set fields like Record Type or Business Hours. Obviously, you can also use Workflow or Process Builder to do this – however, what if you have 20 rules like this? Or 50? Very quickly that becomes unmanageable. With BREeze, you have a configuration based rules set that you can easily manage to handle this.
    Assign multiple fields per rule
    Assign multiple fields per rule
  • Supports More than 200 Rules – Standard assignment rules only support 200 rules at a time. What if you have more than that? With BREeze, we have customers with up to 1,000 rules in their rule set. The only limit is the rules need to be able to complete their processing withing the governor limits Salesforce set – which today is 10 seconds.
  • Control when your records get assigned – Standard assignment rules only can run against a record when that record is inserted. What if you want those assignment rules to fire when key fields are edited or maybe within a complex process? With BREeze, you can push a record through the rule set at any time you want. It can be called from Process Builder or a trigger, so you control when it happens.
  • Test Your Rules in Advance – Especially if you have a complex set of assignment rules – testing them is a complete pain. You need to create live records and see how they run through the rules. There’s just a ton of back and forth. With BREeze, we have a utility that let’s you put in any record ID and run it against your rules without updating the record. In the examples below, we have our Equipment Breakdown again. We run that Case record ID into our testing utility and you can easily see that rules 2 and 3 don’t match but rule 4 will. Super handy when testing different scenarios and complex rules.
    Test your Assignment Rules in Advance
    Test your Assignment Rules in Advance

Again, this is completely free. You can download it from the AppExchange and start trying it out. Just remember to build that Process Builder / Trigger to call it when you want and start building your rules. If you love how this works, our BREeze premium can do this and more for any object in Salesforce. Super powerful and an admin’s secret weapon. Feel free to Contact Us with any questions you might have and we’d be happy to help enhance your rules.

Harry Radenberg

Harry is the CEO and founder of GearsCRM, with more than 18 years of experience working with the Salesforce platform. Outside of Gears, Harry enjoys debating Star Wars and Marvel with his son and sharing music and videos with his daughter. He is an avid racquetball player, bleeds Dodger blue, cries Jets green and always tries to find spare time to read a good fiction novel.

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