Creating Case Rules and Territories Based on Subsidiary

After you customize your support rep roles, set up sales rules and territories so that cases are routed to support reps in the proper subsidiary.

You can create rules for each subsidiary. You can base your rule on the Subsidiary field, create territories for each subsidiary, and then assign the support reps responsible for those subsidiaries.

Important:

If you do not create case rules and territories based on subsidiary, support reps could be assigned cases that they do not have access to. These cases would not appear in lists, saved searches, reports, or KPIs.

For information, see Assignment Rules & Territories.

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