LESSON 1.3 · ABOUT 20 MINUTES
Route cases with Flow
Translate a written routing policy into a decision you can test.
By the end of this lesson
- Write explicit entry conditions and decision outcomes.
- Choose the appropriate timing for a record-triggered flow.
Write the policy
In this project, a High-priority Case OR a VIP customer goes to Escalations. Everything else goes to Standard Support. Write a truth table before building the automation.
Choose timing
A before-save record-triggered flow is appropriate for fast updates to fields on the triggering record. After-save automation is used when the work requires related records or actions unavailable before save. Check existing assignment rules and automation before introducing competing ownership updates.
Plan failures and changes
Specify whether routing runs at creation, when qualifying fields change, or both. Test re-entry behavior. Use fault paths where supported and document what the team should do when an action fails. Resolve queues by configuration rather than copying IDs between orgs.
Worked example
A normal-priority Case belongs to a VIP customer. Which queue should receive it under this policy?
Escalations: the VIP condition is true, and the policy uses OR. If you accidentally used AND, this case would route incorrectly.
Continue with the official resource: Trailhead: Flow Basics