Omni-Channel Implementation
I am in process of setting up Omni-Channel. The requirement is that when an Agent accepts a case, the case status should be updated to 'In Progress'.
I know that the owner of the case changes from the Omni-Channel Queue to the agent who accepts the case, however this event doesn't trigger any workflows rules or Apex triggers which makes field updates hard.
Have anyone experienced the same scenario or have gotten a way around it? Any ideas would be appreciated.
Thank you
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