I want to put case owners and teams into "buckets" of Tiers by creating a formula field that will bucket them.
I want to say that if a case is a specific owner OR if it is a specific team, show the text as Tier 1 (or Tier 2 or Tier 3)
We are rehauling our cases but need to put something into place to bucket teams by Tiers in the interim.
Below is my formula (started with Tier 1 as an example), but it's not working :(
OR(IF(Case_Owner__c, "Customer Service"),"Tier 1", ""),
IF( Case_Owner__c, "Billing"),"Tier 1", "")
IF( Escalation_Team__c, "CST Management"), "Tier 1", ""),
IF( Escalation_Team__c, "Account Management"), "Tier 1", ""),
IF( Escalation_Team__c, "Human Resources"), "Tier 1", ""),
IF( Escalation_Team__c, "Sales Ops"), "Tier 1", ""),
IF( Escalation_Team__c, "Marketing"), "Tier 1", ""),
IF( Escalation_Team__c, "Workforce Management), "Tier 1", ""))
4 risposte
You've got a lotta stuff going on. All of your IF's are closed out instead of being Nested, Also you're missing an ISPICKVAL, TEXT, or = operator. I would write it like this
CASE(Case_Owner__c,
"Customer Service","Tier 1"
"Billing","Tier 1",
CASE( Escalation_Team__c,
"CST Management", "Tier 1",
"Account Management", "Tier 1",
"Human Resources", "Tier 1",
"Sales Ops", "Tier 1",
"Marketing", "Tier 1",
"Workforce Management, "Tier 1",
NULL))
