Creating a workflow rule that notifies an agent when a case is assigned to them

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When Salesforce creates a new case and Vonage Contact Center routes the case to an agent, or if the original agent reassigns the case to another agent, you can notify the new agent, or case owner, that the case is assigned to them.

To create a workflow rule that notifies an agent when a case is assigned to them, perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
3. In the expanded list of items, click Workflow Rules. All Workflow Rules appears.
4. Click New Rule. New Workflow Rule appears in edit mode.
5. In Object, select Case. Click Next. Step 2: Configure Workflow Rule appears.

6. Provide the following information:

   Field	Description
   Rule Name	The name of the rule. For example, Notify agent on case assignment.
   Description	A description of the rule. For example, this rule notifies an agent when a case is assigned to them.
   Evaluation Criteria	When the rule evaluates its criteria. For information about the different options, see Salesforce help. In this example, the rule must evaluate the criteria against a case when the case is created or edited—click created, and every time it's edited. The rule action only runs if the record meets the rule criteria.
   Rule Criteria	In the Rule Criteria area, define which objects the rule must run on. In this example, the rule must run on cases when their OwnerId field is changed. In the Run this rule if the following list, click formula evaluates to true. Type ISCHANGED(OwnerId) into the formula field.

   Click Save & Next. Step 3: Specify Workflow Actions appears.

7. Click Add Workflow Action and then New Email Alert. New Email Alert appears.

8. To send an email when a case is assigned, provide the following information:

   Field	Description
   Description	A description for the field update. For example, Send an email to an agent when a case is assigned to them.
   Unique Name	The unique name for the email alert. This name cannot contain spaces. For example, Case_assigned.
   Email Template	The email template to use for the email. For example, Support: Case Assignment Notification.
   Recipient Type	The type of the recipient. In the Search list, click Owner. The Available Recipients list is updated and Case Owner appears in the list.
   Available Recipients	The available recipients of the type clicked in the Recipient Type list. Click Case Owner and then click Add to add Case Owner to Selected Recipients.
   Selected Recipients	The recipient or recipients of the email. Add Case Owner.

   Click Save, click Done. Notify agent on case assignment appears. To activate the workflow rule, click Activate. Now, when case is assigned to an agent, Vonage Contact Center sends an email to the agent.