AI versus rules or Flow for automation
Key Takeaway
Name the business problem and its root cause first, then match it to what each tool can do. Rules apply fixed criteria, Flow does work when something happens, and AI features help people.
Salesforce gives admins several ways to automate work. Purpose-built rules, such as lead assignment rules and case assignment rules, apply fixed criteria that you define. Flow handles broad, click-based automation that runs when something happens. AI features help people by recommending, summarizing, drafting and predicting.
How to choose the right tool
- Start with the problem, not the tool. Identify the business challenge and its root cause, because they decide which automation approach fits.
- Match the need to each tool's capability, as the cases after these steps show.
- Whether you build a traditional flow or use an AI agent, define clear goals and specific instructions before you start.
If you need to route each new lead or case to the right user or queue by set criteria...
Assignment rules fit this need.
If you need to do work when something happens, such as creating a record, sending an email or updating an external system...
A flow fits this need.
If you need to help a service rep triage a case, find an article, write a reply or summarize a case...
An AI feature fits this need.