#Auto-assign Case Owner0 utenti parlano di questo argomento

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.

#Service Cloud #Auto-assign Case Owner #CaseManagment

Hi All, 

I am trying to put in place the best solution for this scenario, any suggestions?

The scenario I am trying to accommodate is:

• We have 4 groups of people (Queues) with 6-8 members in each group
• Each group is designated to serve customers from a specific industry or territory (there are MANY exceptions)
• 1 Common email for customers to write into
• Would like to enable email to case and auto-assign the case to the correct queue

Any ideas on how best to accomplish this with as little maintenance or easy maintenance when there are changes - we have +2K Accounts and each time there is a change I want to make sure we can updated quickly and easily.

Some options we are considering:

• having 1 email per group which would simplify matters for me but may be more of a learning curve for the users. This idea is doable in my opinion but making sure that there isn’t a better way to do this.
• adding a field to store the queue on the account object and then using process builder to update the Case Owner based on the field in the account