Handle Incoming Cases in Email-to-case

Question

Hi All,

Hope you all had great year.

We have Email-to-case enabled in our salesforce instance and we have service agents working on those cases. Also, we have business hours starting from 9AM till 5 PM.

What are we looking for is, if a customer sends an email after 5PM , there wont be any service agent available and we need to send an email to a group of people if case created from Email-to-Case after 5 PM so that someone can just take a look and see if the issue is critical.

Is there a way we can do it using out-of-the-box or using customization?

Any help of suggestions are highly appreciated.

Regards,

Sujit

Subrat Srivastava · Answer

Hello Sujit ,

I came across this Idea which still needs an action -> https://ideas.salesforce.com/s/idea/a0B8W00000GdX2XUAV/allow-assignment-rules-to-accommodate-business-hours

However you can try -> https://appexchange.salesforce.com/listingDetail?listingId=a0N3A00000ErAwrUAF (custom assignment rules engine)

Hope it Helps !

Thank you .

Handle Incoming Cases in Email-to-case

Salesforce Developer

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