Managing triage rules

  1. Log in as CM Setup administrator.
  2. Access Case Management from the navigation menu.
  3. Select Administration > Case Management Admin > Process Builder > Triage Rules.
  4. To modify an existing rule, select the rules from the list, make the changes on the Properties tab, and then click Update.
  5. To add a new rule:
    1. click Add.
    2. Select Enable to make the rule active.
    3. Specify the rule priority.
    4. Select and configure the applicable fields.
    5. Specify the triage action.
    6. Click Update.
  6. To delete an existing rule, select one or more rules, and then click Delete Selected.