First, if you have not already created an assignment policy, install one of the assignment templates from the Business Policies tab. You can refer to the Tutorial which can access from the Welcome tab of the app.
After creating the policy, navigate to the policy detail page and then click Edit to update the policy.
Next, choose Load Balanced as the Assignment Mode for each rule that should use Load Balanced assignment:
Assignment count filters and caps
By default, Load Balancing will count all records of the object type being assigned.
Often, you will want to limit the load balancing only to selected records, such as open leads or opportunities.
To do so, while still in Edit mode:
- Click the Gear icon at the top right of the assignment table
- Select the Assign Owner action
Add a Global Parameter named AssignmentCountFilter:
The value of the parameter is interpreted as a SOQL where clause -- see here for details on the format.
- Optionally, you can also add the following parameters:
- AssignmentCap: limit the maximum number of assignments per user
- AllowNonAssignment: if set to true, skip the assignment without an error if all the users are at the cap
Save the configuration
Complete the wizard to Test, and if desired, Commit and Activate the new version
You can also set assignment caps for individual rules, to manage separate caps for different groups and/or different subsets of records.
To do so, add AssignmentCap as an action column.
Select --custom-- as the column:
Then specify AssignmentCap as the Action parameter:
The Column Label can be anything you choose.
If configured correctly the Assignment Cap column will appear in your action section:
You can (optionally) provide a value for each row. If you specify both a global action parameter and an action column, the action column will take precedence. If no value is provided in the action column, the cap will default to the value specified in the global action parameter.