Service level-based task assignment

This example shows how to automatically route tasks to different team members based on the service level, package type, or tier selected during process initiation. This ensures customers receive appropriate expertise based on their subscription or purchase level.

What is the use case for this automation?

Service level-based assignment is valuable for:

• Tiered customer support: Basic, Premium, and Enterprise customers get routed to appropriate support teams
• Sales processes: Different account executives handle different deal sizes or customer segments
• Professional services: Junior vs. senior consultants assigned based on project complexity
• Subscription management: Different teams handle free, pro, and enterprise account setups

Setting up service-based assignment

Basic service level routing

Here’s how to route tasks based on a service package selection:

Scenario: A client onboarding process where Platinum clients get assigned to senior account managers.

1. Add a service selection field to your kick-off form:

   • Field type: Dropdown or Radio Button
   • Options: “Basic”, “Professional”, “Platinum”
   • Label: “Select service package”

2. Create assignment rules for each service level:

   Rule 1: Platinum service assignment

   IF (Service Package field) is "Platinum"
   THEN Replace assignee(s) for "Prepare proposal" with "Sarah Chen"
   AND Replace assignee(s) for "Account setup" with "Sarah Chen"

   Rule 2: Professional service assignment

   IF (Service Package field) is "Professional"
   THEN Replace assignee(s) for "Prepare proposal" with "Mike Johnson"
   AND Replace assignee(s) for "Account setup" with "Mike Johnson"

   Rule 3: Basic service assignment

   IF (Service Package field) is "Basic"
   THEN Replace assignee(s) for "Prepare proposal" with "Support Team" group
   AND Replace assignee(s) for "Account setup" with "Support Team" group

Advanced patterns

Workload-balanced assignment

Instead of assigning to specific individuals, use groups with round-robin assignment:

IF (Service Package field) is "Platinum"
THEN Replace assignee(s) for all account management tasks with "Senior Account Managers" group

Then configure the group for automatic workload distribution.

Multi-criteria assignment

Combine service level with other factors:

IF (Service Package field) is "Enterprise"
AND (Industry field) is "Healthcare"
THEN Replace assignee(s) for "Compliance review" with "Healthcare Specialist Team"

Progressive expertise escalation

Different service levels might need different approval chains:

IF (Service Package field) is "Basic"
THEN Hide "Executive review" step

IF (Service Package field) is "Enterprise"
THEN Show "Executive review" step
AND Assign "Executive review" to "C-Suite" group

Real-world example: Technical support tiers

A software company uses service levels to route support tickets:

Kick-off form fields:

• Customer tier (dropdown): “Free”, “Starter”, “Growth”, “Enterprise”
• Issue type (dropdown): “Bug”, “Feature Request”, “Integration Help”

Automation rules:

1. Free tier gets community support:

   IF (Customer Tier) is "Free"
   THEN Assign "Initial response" to "Community Managers"
   AND Set deadline to 48 hours

2. Starter tier gets standard support:

   IF (Customer Tier) is "Starter"
   THEN Assign "Initial response" to "Tier 1 Support"
   AND Set deadline to 24 hours

3. Growth tier gets priority support:

   IF (Customer Tier) is "Growth"
   THEN Assign "Initial response" to "Tier 2 Support"
   AND Set deadline to 4 hours

4. Enterprise gets dedicated support:

   IF (Customer Tier) is "Enterprise"
   THEN Assign "Initial response" to "Enterprise Success Team"
   AND Set deadline to 1 hour
   AND Show "Executive escalation" step

This ensures each customer receives support matching their service agreement while optimizing team resources.

Best practices

• Clear service definitions: Document what each service level includes so assignees understand expectations
• Backup assignments: Always have a fallback group assignment in case primary assignees are unavailable
• Consider time zones: For global teams, assign based on both service level and customer location
• Regular review: Periodically analyze assignment patterns to ensure fair workload distribution
• Transparent routing: Let customers know how their service level affects response times and handling

Related articles

Automations > Examples

Complete catalog of automation examples showing practical patterns for assignment rules visibility controls deadline management approval workflows and other common business scenarios.

Examples > Dynamic member assignment from kick-off forms

This automation enables dynamic task assignment by using assignee picker fields in kick-off forms to let process launchers select specific team members for different roles which then automatically assigns tasks to the chosen people through conditional automation rules.

Templates > Automations

Tallyfy automations enable intelligent workflow adaptation through conditional IF-THEN rules that automatically modify processes based on user input form responses task completions and other triggers to create dynamic workflows that route tasks assign responsibilities and show or hide steps without manual intervention.

Tutorials > Create an automation

Tallyfy automates processes through intelligent if-this-then-that conditional logic that dynamically adapts workflows based on specific conditions like form field values task completions and approval decisions eliminating manual adjustments and reducing administrative overhead.