Hello Trailblazers,
I'm seeking guidance on setting up an automated case assignment system in our Salesforce org, and I'm hoping the Trailhead Community can offer some insights.
Our objective is to streamline the case assignment process based on specific criteria:
- Assignment Criteria:
- We want to limit each agent to a maximum of three assigned cases at any given time.
- If an agent already has three cases assigned, any new cases should be automatically assigned to the support manager.
- Technical Implementation:
- While we understand that Apex triggers might be necessary, we'd appreciate advice on the best approach to implementing this logic effectively.
- Sample code snippets or step-by-step instructions would be immensely helpful.
- Expected Outcome:
- Our goal is to optimize our support operations by evenly distributing workload among agents while ensuring efficient case resolution.
- Any additional insights or best practices related to case assignment automation would be highly appreciated.
Your expertise and guidance on this matter would be invaluable to our team. If you have any suggestions, solutions, or resources to share, please feel free to contribute to this discussion.
Thank you in advance for your assistance!
4 respostas
Okay, got it. I'm not using Omni Channel for case assignment at the moment, and I haven't purchased any licenses yet. It's a fresh scratch org setup.
here is my user list
and here is current licenses usage.
