Emily ClarkEnterprise SupportAvailableWorkload: 7 / 20Case assignment use case
Route every Salesforce case to the right support agent
Improve resolution time and increase customer satisfaction scores using automated Salesforce case assignment that keeps queues clean, handoffs fast, and support workload visible.
Incoming case
Costco Support Case
Priority
HighTopic
BillingTier
EnterpriseLanguage
English↓
Decision logic
Criteria checked
Connected queueSupport queue
Required skillBilling
AvailabilityAvailable
Workload7 / 20
Assigned owner
Hannah Campbell
Enterprise Support
Email Mobile
Trusted by Salesforce support teams
Salesforce assignment rules vs. Kubaru
Go beyond standard case assignment rules
Compare Salesforce assignment rules with Kubaru for distributing cases, balancing agent workloads, and assigning to available team members.
| Capability | Salesforce assignment rules | Kubaru |
|---|---|---|
| Case assignment | Assign to a specified user or queue | Assign to a user, queue, or routing group |
| Round robin assignment | Not built in | Even or weighted distribution |
| Workload-based assignment | Existing workload is not considered | Load balance by active workload |
| Availability-based assignment | User availability is not considered | Work schedules, holidays, and OOO |
| Unworked record reassignment | Requires separate automation | Reassign after a configured time limit |
Case assignment
- Salesforce assignment rules
- Assign to a specified user or queue
- Kubaru
- Assign to a user, queue, or routing group
Round robin assignment
- Salesforce assignment rules
- Not built in
- Kubaru
- Even or weighted distribution
Workload-based assignment
- Salesforce assignment rules
- Existing workload is not considered
- Kubaru
- Load balance by active workload
Availability-based assignment
- Salesforce assignment rules
- User availability is not considered
- Kubaru
- Work schedules, holidays, and OOO
Unworked record reassignment
- Salesforce assignment rules
- Requires separate automation
- Kubaru
- Reassign after a configured time limit
Kubaru provides the powerful case routing features that high-volume support teams need.
- Prioritize the assignment of urgent cases.
- Notify support agents of new case assignments via email, desktop, and mobile alerts.
- Automatically reassign unworked cases before they go cold.
- Keep queues clean, protect SLA targets, and give customers faster answers.
High-volume teams use Kubaru to assign every case to the right agent on the first try.
Case queue
Priority orderBilling outageCritical 15m
Password resetHigh 47m
Payment failedMedium 2h
Account lockedMedium 3h
Feature requestLow 6h
SLA actions
Assignment notification
Reassign unworked case
Track response time
Billing outage
CriticalAssigned
Emily Clark
Enterprise Support
Notification
EmailDesktopMobile
Improve customer satisfaction by assigning cases to the right agent the first time.
- Assign cases based on priority, location, support topic, skillset, language, and more.
- Ensure cases are only assigned to available support agents.
- Assign similar support cases to the same support agent.
- Give your team clean queues, faster handoffs, and fewer misrouted cases.
Business users can adjust assignment rules in minutes, even when teams or territories change.
Decision path
Best support agent match
Service tier
Enterprise
Topic
Billing
Language
English
Required skill Billing
Preferred skill Enterprise
Availability Pass
Tie breaker Load Balance
Eligible agentStatusWorkload
Emily ClarkEnterprise SupportAvailableWorkload: 7 / 20
Anthony WrightSupport AgentOut of officeWorkload: 14 / 20
Linda WilsonSupport AgentAvailableWorkload: 11 / 20 Skill fit checked
Availability verified
Load balanced
Avoid overworking your support agents by monitoring and adjusting your case routing logic.
- Set limits on the number of active cases that can be assigned to support agents.
- Use the load balancing feature to spread workload across support agents.
- Prevent cases from being assigned to agents who are out of office.
- See agent load at a glance with assignment logs.
Sales Ops and Support Managers can change limits anytime, with no admin or developer needed.
Support workload
Hannah CampbellSupport AgentActive cases: 6 / 20 Available
Chris LeeSupport AgentActive cases: 12 / 20 Available
Kim GreenSupport AgentActive cases: 20 / 20 At limit
David AndersonSupport AgentActive cases: - Out of officeLoad Balance
Lowest workload selected
New case assigned
Hannah CampbellSupport Agent
6 / 20Kubaru is a 100% native application designed for teams that need strong security and stable performance. No external servers. No extra integrations.
- Respects your existing profiles, permission sets, and sharing rules.
- Keeps PHI, financial data, and customer records inside your Salesforce environment.
- Adds zero new security risk because it runs where your team already works.
- Faster performance since assignment runs inside your org, not through a third-party system.
Enterprise teams trust Kubaru for case assignment because it delivers speed and safety without adding complexity.
Native Salesforce
Security rules stay in place
Profiles
Permission sets
Sharing rules
Data stays in org
Assignments run inside Salesforce.
Assignment log
Routing context recorded
10:42 AM View logic
Emily ClarkSupport Agent 00012345
Assigned by case assignment path
Skill: BillingAvailability: PassWorkload: 8 / 20
10:41 AM View logic
Anthony WrightSupport Agent 00012344
Evaluated by case assignment path
Skill: BillingWorkload: 11 / 20
10:40 AM View logic
Linda WilsonSupport Agent 00012343
Evaluated by case assignment path
Skill: GeneralAvailability: Pass
10:39 AM
View logic
Brandon EdwardsSupport Agent 00012342
Evaluated by case assignment path
Skill: BillingWorkload: 15 / 20
More than 100 enterprise companies, including Genesys, SolarWinds, and Paylocity, use Kubaru to power their case distribution.
Fewer missed cases and cleaner queues.
Faster assignment handoffs and lower backlog.
Better SLA performance, even during volume spikes.
More consistent assignments that reduce agent confusion.
Higher CSAT because customers reach the right agent on the first try.
Workflow capabilities
Assigning leads, cases, and other records in Salesforce does not have to be difficult. Kubaru makes it easy to automate complex assignment logic in minutes.
Assign Anything
Easily automate the assignment of any standard or custom object in Salesforce.
Learn MoreRule-Based Assignment
Create rules to assign records to specific users based on any criteria in seconds.
Learn MoreRound Robin
Put an end to territory disputes by distributing records evenly.
Learn MoreSkill Management
Assign records to the best user based on their skills.
Learn MoreTerritory Management
Define your own custom geographic territories for assignment.
Learn MoreShark Tank
Give users the ability to claim unassigned records from a shark tank.
Learn MoreScheduling
Assign records to available reps based on out-of-office schedules, holidays, and working hours.
Learn MoreWorkload Management
Automatically assign records to reps based on their workload.
Learn MoreWeights and Limits
Set time-based and workload-based limits on the number of records that can be assigned to users.
Learn MoreReassignment
Automatically reassign unworked records before they go cold.
Learn MoreNotifications
Alert reps of assignments using email, mobile alerts, push notifications, Slack alerts, and more.
Learn MoreSecurity
Keep assignment logic and customer data inside your Salesforce environment.
Learn MoreWhy customers love us
Built for support teams that need assignment to stay predictable
Salesforce teams use Kubaru to keep case assignment clear, auditable, and easy to adjust as queues, agents, and customer needs change.
5.0/5 from 153 reviews on Salesforce AppExchange
“Kubaru has been an absolute game-changer for us… The platform is intuitive, reliable, and easy to integrate into our daily workflows. What used to take hours can now be done in minutes… I highly recommend Kubaru to anyone looking to improve productivity and reduce the headaches of repetitive tasks.”
“BEST Lead Routing tool EVER! Talk about a solution that makes the complex simple! I have used Kubaru now in 2 organizations I have worked with and the Ops teams on both loved its ease of use and setup. Fast and quick maintenance as well. AND the staff at Kubaru are some of the most responsive, helpful individuals that we have the pleasure of working with.”
“Flawless Performance and Top-Notch Support. Kubaru is an absolute gem of a tool that has become an indispensable asset in our tech stack. Moreover, the level of attentiveness and dedication provided by the Kubaru support team is unparalleled.”
“I have used Kubaru at several companies and worked directly with [the Kubaru support team] to solve problems and get record distribution up and running… Kubaru has the framework to support basic use, enterprise-level complexity, and everything in between… I wish that I could give them 6 stars!”
Kubaru reduced our speed to lead from 45+ minutes to 6 minutes in under a day of setup… The tool is driving the behavior, and the behavior is driving results.
Kubaru has made my life so easy. I'm able to adjust routing and schedules in minutes as the sales process changes. Their support is also top notch.
One of the very few products… that, once you set it to do what you want, it just WORKS… It has completely changed our speed to lead.
Since we started using this tool, our sales leaders have saved over 11 hours weekly. The setup was very easy and the… team… very responsive.
On the surface, the app does what it is advertised to do and does it well… As a small company it was great to have the support of the team… A true partner.
Kubaru does everything we need… It was easy to set up… and we've already seen our speed to lead time improve drastically.
By far one of the best apps we’ve implemented in Salesforce! It completely transformed how we handle record distribution… their support team is exceptional...seriously, they are the BEST!
The customer support offered by this company is the absolute best that I've ever experienced and that includes comparing against the absolute biggest companies… and smaller companies.
I've been a big fan of Kubaru for 3 years over 2 companies… Ease of use, competitive pricing, awesome support. Thank you!
We rely on it daily — it truly is a set-it-and-forget-it solution. It does everything we need and more, integrating seamlessly.
We deal with thousands of leads per month and Kubaru makes it simple… to distribute and manage these between our agents.
Since our organization has adopted Kubaru as our main lead routing service, we've seen impressive improvement in the efficiency of our sales process… There's so much customization… that makes it easy for reps to… work… leads quicker.
Been using this for about a year, very happy with the solution. Support and service is excellent… Strongly recommended.
We made the switch from custom distribution flows to Kubaru and haven’t had any regrets. Kubaru was easy to configure… out of the box.
Kubaru has been an incredible solution for our team, helping us save both time and money while making our processes much smoother… It’s been a real game-changer.
Kubaru is an incredibly intuitive and easy-to-use product. The support team is responsive and genuinely helpful.
What used to take hours can now be done in minutes, freeing up our team to focus on more strategic tasks.
Kubaru has been a great partner… Communication and pricing are seamless… and you always feel like you're in capable hands.
Salesforce case assignment FAQ
Can Kubaru replace my Salesforce case assignment rules?
Absolutely. Kubaru provides the features of Salesforce case assignment rules without the same routing limitations. We can also help migrate existing assignment rules into Kubaru.
Is there a free trial available for Kubaru?
Absolutely. You can start a free trial at any time by navigating to our AppExchange listing and clicking Get It Now. The free trial lasts 30 days and includes all features. There is no obligation or credit card required.
How long does migration from Salesforce case assignment rules take?
Most migrations typically take 1-2 days. We provide free onboarding and can help configure your rules.
What objects can Kubaru assign in Salesforce?
Kubaru can assign any object in Salesforce, including custom objects.
Does Kubaru provide features for round robin case assignment?
Yes. Kubaru provides both standard round robin and advanced weighted round robin distribution, allowing you to balance case volume fairly across your support team. See our round robin feature page for more information.
Does Kubaru assign cases based on user availability?
Yes. Kubaru provides availability features to ensure cases are routed to agents who are actively working. You can define working hours, holidays, out-of-office schedules, and other availability constraints.
Can Kubaru assign cases based on geographic territories?
Yes. Kubaru provides territory management features to automatically route cases based on territories you define.
Can Kubaru assign cases based on user skills?
Yes. You can configure skills in Kubaru, such as language, service tier, industry expertise, and product knowledge, then assign cases to the most qualified available agent.
Can I see who was assigned each case and why?
Yes. Kubaru provides an assignment audit trail so teams can review who was assigned and the routing context behind each assignment, including skills, territories, workload, and availability.
Are there limits on how many assignment rules I can create?
No. You can create as many rules as you need.
Can users claim cases instead of receiving them automatically?
Yes. Kubaru provides a shark tank feature that lets users review and claim cases on a first-come, first-served basis.
Can Kubaru assign cases to queues instead of users?
Yes. Kubaru can assign cases to queues or users.
What happens to cases that go unworked in Kubaru?
Kubaru can monitor case assignments and automatically reassign unworked cases based on the SLA actions you configure.
Do I need to be a Salesforce Administrator to manage Kubaru?
No. Kubaru is designed to be managed by business users without requiring full Salesforce admin access.
Is Kubaru a native Salesforce application?
Yes. Kubaru is a 100% native Salesforce application. This means assignment logic and customer data stay inside your Salesforce environment. See our Security page for more information.
Who can I contact about other questions?
Contact us through the contact form and we will get back to you.