Hi, We are currently emailing from case to external customers. When one of my team is out of office, how do I get notifications that a case that is in their queue received a new email from a customer? Or is there a good way to monitor their cases when they are OoO? Is there a way to automatically add cases that they are owners of to a queue/report when they have setup an OoO?
Hi, If the user has already setup OOO using chatter and user go on vacation then it can be monitored. Build a schedule flow, that will run at 1 am (or anytime) daily. It'll pull the users of the support team. It'll now use Get Records element to get the object OutOfOffice with a filter where userid equal to triggering record userid. Lets say there are 5 users in support team and one is ooo then 1 record will be pulled from Get Records element. In this way flow will know that user is ooo, now Update Records element can be used that will reassign the case to another user who is available. Basic view of flow is attached
https://trailhead.salesforce.com/trailblazer-community/feed/0D54S00000MjKvoSAF
Another solution suggested below
