Creating triage rules

You can use the Process Builder to create triage case rules that based on the specific parameters.

  1. Access the Active Cases report.
  2. Select Process Builder > Triage Rules.
  3. To modify an existing rule, select the rules from the list, make the changes on the Properties tab, and then click Update.
  4. 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.