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Automatically Routing Cases to next operator

  • 1.  Automatically Routing Cases to next operator

    Posted 27 days ago
    In one of our solutions case are automatically generated from an email queue and the helpdesk operators pick from the queue and either resolve directly or assign it out to 2nd level support.

    We have 4 operators who access the queue and pick the next case from the list and work on it as above but I would like to know if it possible to automatically assign alternate cases to the  next operator, so 1st case goes to operator 1 2nd to operator 2 and so on.

    I realize there are practicalities of operator not being available etc. but that aside does anyone know how this mighty be achieved?

    Thanks!

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    Martin Whelan
    CRM Support Analyst
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: Automatically Routing Cases to next operator

    SILVER CONTRIBUTOR
    Posted 27 days ago
    Martin,

    April Dunnam shared a flow template in the Power Automate Cookbook where you are able to do a round robin assignment with a Sharepoint list.  You could repurpose her architecture to work with cases in CRM if you have experience working with Power Automate.

    https://powerusers.microsoft.com/t5/Power-Automate-Cookbook/Round-Robin-Assignment/td-p/406015

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    Jonathan Blackham
    Sales Operations Specialist
    Valin Corporation
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    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: Automatically Routing Cases to next operator

    Posted 24 days ago
    Thanks for that @Jonathan Blackham - That looks interesting, I've recently starting looking at Power Automate, so this give me a nice focus point..

    Martin...​

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    Martin Whelan
    CRM Support Analyst
    Health Business Services HBS
    Thomastown
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


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