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.
Describe the capabilities of case management (for example: case, case assignment rules, and queues).
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| Fact | Detail | Source |
|---|---|---|
| Active case assignment rules | One at a time; activating another deactivates the current rule | |
| Entry evaluation | In order; stops at the first matching entry | |
| Entries per rule | Up to 3,000, including 300 formula entries | |
| Assignment targets | A user (active, with Read on cases) or a queue | |
| No entry matches | Web and email cases go to the Default Case Owner in Support Settings | |
| Case created from the Cases tab | Creator owns it unless the assignment checkbox (defaultable on the page layout) is selected | |
| Entry email template | Sent to the new owner, or to the queue email and all members; no template means no email | |
| Take a case from a queue | Queue list view, select, Accept; requires Edit on cases | |
| Queue members | Users, roles, roles and subordinates, public groups, territories, connections, partner users | |
| Case team role access | Read/Write, Read Only or Private | |
| Merge cases | Up to three cases into one master |