Salesforce: Email sent related to Case Assignment Rule

In the previous blog, we discussed the Queue Email and Case Assignment Rule. So ideally, upon case creation, we use case assignment rule to change the case owner to a queue based on the criteria defined in case assignment rules.

Queue

There are 2 things:

• Queue Email
• Send Email to Members

In the Queue Email blog, we said that email will be sent to queue members 
1. Queue Email is blank, regardless of the 'Send Email to Members' checkbox is selected or not

or
2. Queue Email is NOT blank, but Send Email to Members is selected.

Case Assignment Rules

When we look at Case Assignment Rule, there is Email Template that needs to be defined here, once Email Template entered, it will appear as a tick in the Rule Entries.

Rule Entries

Result

Let's see how this work in the relation to Email Template in the Case Assignment Rule with Queue email setting:

For case change owner email notification, the default email template is "Support: Case Assignment Notification", however, you can change this under Support Settings in the Setup menu and looks for Case Assigned Template. 

Or, you even can remove template defined, then Salesforce will just send a simple message "Case transferred to you" with the content of Case number and Case URL.

Summary 

From above for case assignment rule:

• No email will be sent if no email template is entered in the assignment rule
• Yellow highlight is aligned with point (1)
• Green highlight also aligned with (2) -- for queue members + queue email
• Manual change owner will use the standard salesforce email template for change owner

To have more granular actions when the email sent, you can use Workflow or Process Builder or Flow.

Salesforce: Queue Email

When creating a queue in Salesforce, you will notice 2 things specific to the queue:

1. Queue Email -- this is an email address
2. Send Email to Members -- this is a checkbox

What is Send Email to Members?
Is this mean if this checkbox not selected, then the queue members will not receive emails? No, if this checkbox is not selected, the email will be sent to Queue Email, not to individual members anymore, but Queue Email must be populated.

What is the usage of those fields?
An email will be sent to all queue members individually (users added to the queue) if 

• Queue Email is blank, regardless of the 'Send Email to Members' checkbox is selected or not

or

• Queue Email is NOT blank, but Send Email to Members is selected.

In other words, if you have a shared mailbox or email distribution list for a queue, enter that email address to the Queue Email and make sure Send Email to Members is not selected.
The email will be sent related to:

• manual owner assignment
• case/lead assignment rules
• workflow
• process builder
• etc.

If you need to disable email sent to individual members and also not to a specific email:

• Do not enter dummy/fake email addresses, this can result in your Organization's email being disabled until this is corrected due to email blocklisting.

• append .invalid at the end of the address, any emails sent to a domain ending in .invalid will be discarded by the Salesforce email agent. e.g. fakeemail@example.com.invalid

Reference:

• Stop email notification to queue members