Skip to main content
Tópicos#Cases

#Cases5 discutindo

Faça uma pergunta...
Annmarie Baker perguntou em #Agent Routing
1 de set., 02:54
Why Would Cases Be Automatically Reassigned to a Queue?

We have a recurring issue where Cases are reassigned to a queue (a queue called West), seemingly automatically and at random.  Today, we had this happened to eight cases in the course of just a few minutes. 

 

We have one Assignment Rule that assigns Cases to the Escalation queue if the words "You have new held messages" appear in the Subject of the Case.  These words do not appear in any of the Cases that were reassigned. 

 

Our Escalation rule, again, only assigns Cases to the Escalation queue if certain words appear in the Subject of the Case.  None of the Cases that were reassigned include any of the words indicated in the Escalation Rule. 

 

We removed all Skills-Based Routing several months ago. 

 

We have ONE flow on the Case object.  It is a Record-Triggered, Create Only Flow.  The Cases are being re-routed long after creation.  One of the Cases rerouted today was four days-old.  This Flow looks at the Team field on the Account related to the Case.  If the Team is National, the Case is assigned to the National queue.  If the Team is DMR, the Case is assigned to the DMR queue.  f the Team is Southeast or Northeast, the Case is assigned to the East queue.  Everything else is assigned to the West queue (including any Cases with no related Account or any Case where the related Account has no team). 

 

The most common reassignment is from the East queue to the West queue.  However, Cases are reassigned from other queues and from individuals to the West queue.    

 

Today, one of the Cases that was reassigned had been assigned to an individual who was not working today.  The Case had not been updated since Friday. 

 

We only have one service channel.  We only have one agent per queue.  All of the Routing Configurations are the same.  All of the queues are the same. 

 

I checked Scheduled Jobs and none of them ran close to the time that the reassignment happened. 

 

I have been searching for months and cannot find any Apex Trigger or Class that changes the owner of a Case. 

 

The change appears to be made by our Service Account Admin user.  This user is used to make all kinds of updates and changes throughout our org.  Trying to sort through Debug logs has been impossible. 

 

Can anyone think of any other way to troubleshoot this issue? 

 

#Agent Routing  #Cases  #Cases Queue  #Omni Channel

10 respostas
  1. Annmarie Baker
    2 de set., 18:05

    @Himanshu Shekhar  Thank you.  I have already put this question to ChatGPT a number of times and have gotten nowhere.  If you don't have any actual knowledge to offer, please stop inflating your "answer" count.

Escrever uma resposta...
0/9000
Tableau Community Forums Member (Inactive) (Member of the Tableau Community Forums na Salesforce) perguntou em #Method
22 de mar. de 2022, 10:58
Please advise how to get the above values without using #Method Type field on worksheet i.e. don’t want display this variable but just aggregate values by date variable. Below is the screenshot where I take out #Method Type, it will appear NULL

Could someone please advise how to get the above values without using #Method Type field on worksheet i.e. don’t want display this variable but just aggregate values by date variable. Below is the screenshot where I take out #Method Type, it will appear NULL.

 

Please advise how to get the above values without using #Method Type field on worksheet i.e. don’t want display this variable but just aggregate values by date variable. Below is the screenshot where I take out #Method Type, it will appear NULLimage 

image

4 respostas
  1. Peter Fakan (Tableau Ambassador (Forums) 2019-2025)
    22 de mar. de 2022, 21:28

    Hi Ramesh,

     

    Unfortunately you will have to use the #Method Type field in your calculations unless you have another distinguishing feature in your dataset that you haven't included in this post.

     

    I would combine the CF into a single calc;

     

    IF [#Method Type]='field visit' THEN 'field visit' ELSE '!field visit' END

     

    Once this is done, you just add cases to the view and the CF will handle the distribution.

     

    HTH

     

    Peter

Escrever uma resposta...
0/9000
Tableau Community Forums Member (Inactive) (Member of the Tableau Community Forums na Salesforce)
2 de jan. de 2021, 18:18
Create Bar & Line Graph

Hi,

I am trying to create this kind of graph

 

Create Bar & Line GraphBut I have some issues :

  1. Didn't find a way to change : distinct count of case number to #cases , make them bolt and locate at the low level (instead of top) of the bar
  2. Change colors of Line labels (to green)

 

Screen Shot 2021-01-02 at 20.17.42 How can I do it ?

 

thanks!

Graphs.twbx
1 resposta
  1. Robert Breen
    2 de jan. de 2021, 18:42

    Hello @Igor Gol​ ,

    1. Right click measure names, and edit the alias. Hello @Igor Gol​ , Right click measure names, and edit the alias. Click the label button and change it to show at the bottom. On the second axis, change the label to green.
    2. Click the label button and change it to show at the bottom. Two
    3. On the second axis, change the label to green. Three

     

    @Robert Breen​ 

    Graphs_v10.5.twbx
Escrever uma resposta...
0/9000
Tableau Community Forums Member (Inactive) (Member of the Tableau Community Forums na Salesforce)
12 de jun. de 2020, 02:36
Dynamic ranking

Hi all,

 

I am making a dashboard on Covid. i wish to include a table where country's rank per the #cases as of the date. e.g.

Country

 

Date 1 Date2 Date3 ⌗casesRankcountry⌗casesRankCountry#casesRankChina1001Italy1251US2001Italy502China752Italy1502US53US503China1003

 

In my dashboard, i will have a timeline table with only country/#cases (rank will be hidden). Dates will change, so will the rank and hence the sequence of entries.

 

In the table in chart, i will only have one table and not 3 (this is just to show a running timeline over 3 days). Hope it makes sense and many thanks for your help!

 

Regards,

Amit Singla

1 resposta
  1. Don Wise
    4 de jan. de 2021, 17:45

    Hello Amit,

    Is this still an issue for you? If so, you could do something like the following:

    Hello Amit,Is this still an issue for you?Screen Shot 2021-01-04 at 9.44.22 AMBest, Don

Escrever uma resposta...
0/9000
Tableau Community Forums Member (Inactive) (Member of the Tableau Community Forums na Salesforce)
30 de mai. de 2019, 21:51
Creating a reference line that changes according to a filter?

Hi all,

I have a worksheet that allows me to look at complication rates for surgeries done at different hospitals for each quarter. I have filters that let me choose the site, as well as the type of surgery.

What I am hoping to do is create a reference line for each quarter that changes depending on the filter selected. For instance, if I've chosen hospital XYZ as the site that I am looking at, and selected all surgery types in the 2nd filter, I would like the reference line to show the average complication rate of ALL hospitals for all selected surgery types. If I chose orthopedic cases at hospital XYZ, I would like the reference line to show the average complication rates of all orthopedic surgeries in all hospitals for that quarter.

 

Is that possible to do?

 

Thanks in advance for any ideas!

 

Cheers,

Brian

23 respostas
Escrever uma resposta...
0/9000
Tableau Community Forums Member (Inactive) (Member of the Tableau Community Forums na Salesforce)
24 de jan. de 2017, 06:59
Color gets changed

Hello Tableau Team  ,

 

My report is in Tableau 10.0.0 and i have used color for target .

example A.>10 then Red A<10 then Green

Color Always gets changed on reopening file. It is uncertain that when color will change but it is sure that color gets changed

Please Suggest any solution.

 

Regards

20 respostas
  1. Tableau Community Forums Member (Inactive) (Salesforce)
    12 de fev. de 2018, 06:41

    Hello Everyone,

    Thanks for your replies to resolve this issue which i was facing for long time .

    I got solution for this issue .

    Only the thing required is to keep data type of calculated field for color legend should be Number(Decimal) .

    Earlier i was using String .

    Regards

    Mausami

Escrever uma resposta...
0/9000
Sean O'Brien publicou em * Sales Cloud - Getting Started *
5 de fev. de 2016, 19:25

Does anyone have experience with implementing Omni-Channel? More specifically when it comes to prioritizing cases based upon "high" or "low" to route appropriately to CSRs. Also, I have some questions on case loads and best practices. Any advice/direction is greatly appreciated!

 

#Services Cloud Omni-Channel #Omni Channel #Cases 

2 comentários
Escrever um comentário...
0/9000
Tim Wade (Salesforce Architect na Independent Consultant) perguntou em #Case Management
29 de fev. de 2024, 19:09
Need some insight around options for using Cases

Hello Trailblazers,

 

I wanted to get some insight from the community around how to potentially solve for this issue. I want to use the case object to meet a primary business requirement. However, cases are already being used, and will not create a custom object to mimic the behavior of the case object. Essentially, I need the ability to associate or route an entity to a Case. I'm considering using Case hierarchies, but wanted to know if you all can provide some additional insight on this. 

 

Here's the scenario: Using email to case, two types of entities come into the system. One is a Memo, which are essentially routed to a Case based on the business process and Cases are used for a completely separate business process. I know that using case record types could solve for this issue, but the main issue that I'm trying to solve is to associate a type of a case with another case without having to create a standard object. Lastly, I am considering leveraging a standard object to make this association as well. 

 

Thanks

 

#Case Management     

 

#Trailhead Challenges #CRM Configuration 

2 respostas
  1. Michael Brown (Salesforce) Forum Ambassador
    1 de mar. de 2024, 15:01

    Hey Tim, it sounds like cases could work here, especially with the email-to-case functionality that is already built in. Do both case types come to the same address? If not, that would make things easy because you could set the case details based on which email address the request came into. If they do both come into the same address, you could potentially reference the subject to try and determine which case type it is. As far as relating the case, you could use a case lookup field and potentially use a parent-child relationship to relate the two cases together. 

Escrever uma resposta...
0/9000
Susan Lipsey (Sr. Salesforce Admin na The Ohio State University) perguntou em #Case
28 de fev. de 2024, 21:37
Contact View - see all Cases/Case Descriptions and related activities when viewing Contact

What be the best way to view a contact and see a chronological timeline of all cases and activities?

(I can get a related list of Cases but no description) and separately the Activity list.

Users want one chrono list of

- Cases with Descriptions

- All case notes, comments, emails

 

Thinking every time a case is created, copy Case link, Subject, Description, Stage to an activity?

Any other options or methods people use?

3rd party apps?

Thanks

 

#Case  #Service Cloud  #Cases  #Contacts  #Customer Service  #360 Degree View

1 resposta
  1. Jasleen Kaur Makkar (CSA Group)
    28 de fev. de 2024, 22:08

    It should be possible by creating a custom related list LWC component which shows the required data. You will have to involve a Salesforce developer to achieve this functionality. 

Escrever uma resposta...
0/9000