Now that we have created a lead and a case assignment rule, let's see how this looks in action. The assignment functionality works the same way for leads and cases, but we will use cases for our example since the case assignment rule allows us to assign to both a user and a queue. Any case that is created automatically through Web to Case or Email to Case will trigger the assignment rules. In our examples, we will create the cases directly in Salesforce.
The following screenshot shows the account record we will be using for our test:
As you can see, we will use the Edge Communications account (1). We will create cases using the two existing contacts, Sean Forbes and Rose Gonzalez (2). I made sure to update Mailing State/Province for Sean Forbes to New Jersey and Mailing State/Province for Rose Gonzalez to New York. These are the criteria the assignment...