14 July 2016

Have Cases Sent Back Into the Appropriate Queue if Customer Replies

Have Cases Sent Back Into the Appropriate Queue if Customer Replies

Our support team wants customer email responses associated with open or closed cases to go back into the Support Queue they were assigned to. 
Using the New Email field I created earlier I'm creating a Process that assigns Cases to queues based on the Account's region, Account Type AND when New Email IS CHANGED and IS TRUE. 

Working so far...


Issue: Some cases are closed and not associated with an account OR the account doesn't have a region assigned.  This flow will break.

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