Use one record creation and update rule for multiple queues

Enabled for	Public preview	Early access	General availability
Users by admins, makers, or analysts	-	-	Jul 11, 2025

Business value

When you configure one automatic record creation and update rule for multiple queues, you reduce the time it takes to set up and maintain rules.

Feature details

Previously, administrators could select only one queue for each rule. As an administrator, you can now add multiple queues to monitor for new automatic record creation and update rules in the Copilot Service admin center app.

You can go to Case settings > Automatic record creation and update rules. When you associate new automatic record creation and update rules with multiple queues, you can create records based on the rule conditions from queue items in any of the queues. For example, if you associate an email-to-case rule with two email queues, you can create a rule when an email arrives in either of the two queues. Previously, you needed separate rules for each queue.

With this update, you don't need to duplicate automatic record creation and update rules for each queue. You can use a common rule for multiple queues.

Geographic areas

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Language availability

Visit the Explore Feature Language report for information on this feature's availability.

Additional resources

Configure rules to create or update records automatically (docs)