Case assignment rule routing
Key Takeaway
In a case assignment rule, the first match wins, so the order of the rule entries decides who owns a case.
A case assignment rule automatically decides who owns a case, based on criteria you set. It exists so new and updated cases reach the right rep or support team without anyone routing each case by hand.
What a rule entry contains
A case assignment rule holds a list of ordered rule entries. Each rule entry pairs criteria with an assignee, which can be a user or a queue.
For example, one rule entry can send cases with Type equals Gold to a Gold Service queue, and another can send cases with Type equals Silver to a Silver Service queue.
A user named as an assignee can't be inactive and must have Read permission on cases. You also can't revoke Read permission on cases from a user who is an assignee in a rule.