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