# Cases, case assignment rules and queues

*Platform Administrator Study Guide · Service and Support Applications · Last updated September 26, 2026 · https://certifyforce.com/study-guide/platform-administrator/service-and-support-applications/case-management-assignment-rules-and-queues*

How cases get an owner: the single active case assignment rule and its ordered entries, the Default Case Owner, queues as shared work lists, and case teams and parent cases for collaboration.

- Certification: Salesforce Platform Administrator
- Exam section: Service and Support Applications
- Study guide: https://certifyforce.com/study-guide/platform-administrator

**Official exam objective:**

> Describe the capabilities of case management (for example: case, case assignment rules, and queues).

## What the exam expects

- Explain what a case is and how a new case gets its owner, whether it arrives through Web-to-Case, Email-to-Case or the Cases tab.
- Design a case assignment rule: one active rule, ordered entries, first match wins, users or queues as targets, an optional email template per entry.
- Choose a queue when a team must share a work list and take ownership, and know what queue membership does and does not grant.
- Use Support Settings correctly: the Default Case Owner catches unmatched cases; the Automated Case User only labels automated actions.
- Pick the right collaboration tool: a predefined case team for people who work on a case, the Parent Case field for related cases.

## Key facts

| Fact | Detail | Source |
|---|---|---|
| Active case assignment rules | One at a time; activating another deactivates the current rule | [Assignment Rule Guidelines](https://help.salesforce.com/s/articleView?id=service.customize_leadrules.htm&language=en_US&type=5) |
| Entry evaluation | In order; stops at the first matching entry | [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US&type=5) |
| Entries per rule | Up to 3,000, including 300 formula entries | [Assignment Rule Guidelines](https://help.salesforce.com/s/articleView?id=service.customize_leadrules.htm&language=en_US&type=5) |
| Assignment targets | A user (active, with Read on cases) or a queue | [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US&type=5) |
| Entry email template | Sent to the new owner, or to the queue email and all members; no template means no email | [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US&type=5) |
| Take a case from a queue | Queue list view, select, Accept; requires Edit on cases | [Assign Cases](https://help.salesforce.com/s/articleView?id=cases_assign.htm&language=en_US&type=5) |
| Queue members | Users, roles, roles and subordinates, public groups, territories, connections, partner users | [Create Queues](https://help.salesforce.com/s/articleView?id=sf.setting_up_queues.htm&type=5) |
| Case team role access | Read/Write, Read Only or Private | [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&language=en_US&type=5) |
| Merge cases | Up to three cases into one master | [Merge Cases](https://help.salesforce.com/s/articleView?id=service.cases_merge.htm&language=en_US&type=5) |

## Check yourself

- Why does a case that matches entries 2 and 4 of the active assignment rule go to entry 2's target? → Evaluation stops at the first matching entry, so entry 4 is never applied ([Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US&type=5))
- Where do you set the owner for web cases that match no rule entry, and what does the Automated Case User do instead? → The Default Case Owner in Support Settings; the Automated Case User only shows as the actor in Case History and the case feed and in the From field of auto-response emails ([Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&language=en_US&type=5))
- How do you make cases created on the Cases tab run the assignment rule without reps remembering a step? → Edit the page layout so the assignment checkbox is selected by default, or hide it and still force the rule ([Assign Cases](https://help.salesforce.com/s/articleView?id=cases_assign.htm&language=en_US&type=5))
- Which member types can you add to a queue, and what must a member have to accept a case? → Users, roles, roles and subordinates, public groups, territories, connections and partner users; Edit on cases to Accept ([Create Queues](https://help.salesforce.com/s/articleView?id=sf.setting_up_queues.htm&type=5))
- When would you use a predefined case team instead of a queue? → When several people with set access must work one case together without changing its owner; a queue is for a shared pool members claim ([Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&language=en_US&type=5))

## Sources

- [Assign Cases](https://help.salesforce.com/s/articleView?id=cases_assign.htm&language=en_US&type=5)
- [Set Up Assignment Rules](https://help.salesforce.com/s/articleView?id=service.creating_assignment_rules.htm&language=en_US&type=5)
- [Guidelines for Assignment Rules](https://help.salesforce.com/s/articleView?id=service.customize_leadrules.htm&language=en_US&type=5)
- [Create Queues](https://help.salesforce.com/s/articleView?id=sf.setting_up_queues.htm&type=5)
- [Case Teams](https://help.salesforce.com/s/articleView?id=service.caseteam_setup.htm&language=en_US&type=5)
- [Case Hierarchies](https://help.salesforce.com/s/articleView?id=service.cases_parent.htm&language=en_US&type=5)
- [Customize Support Settings](https://help.salesforce.com/s/articleView?id=service.customize_supportrules.htm&language=en_US&type=5)
- [Merge Duplicate Cases in Lightning Experience](https://help.salesforce.com/s/articleView?id=service.cases_merge.htm&language=en_US&type=5)

## About the full unit

The "Core concepts", "Exam traps" and "Worked scenario" sections of this unit, its 14 linked practice questions, and unlimited timed mock exams are included with the Platform Administrator pack (USD $19): https://certifyforce.com/practice-exams