Hi,
I am trying to achieve a requirement to assign the case to the agent who previously handle the request from the same customer X days before so that the customer with be served by the same agent with a consistent experience and the agent can follow up if any issue left behind from the previous case.
This is not the scenario that the customer replies back to the closed case.
I am thinking of saving the previous agent and the last served date on the Contact. When a case is created, Apex triggers to populate the info on the case before save, if the last served date is within X days, then assigning the case to the previous agent, else kick-starts the case assignment rule.
I would like to explore if there is any out-of-the-box function that can achieve this or other better alternatives.
