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Rohit Vaidya 3
Case assigned to agent
we have 3 agents and the inflow of cases , how to assign cases to these agents using declarative method and Apex , the type and other properties of the case are not taken into consideration.
>> You can create a Case Assignment Rule that assigns cases to the three agents in a round-robin fashion. Then create a Case Queue for each of the three agents.
Assign the cases to the Case Queues using the Case Assignment Rule created earlier. This will ensure that the cases are assigned to the three agents in a round-robin fashion
See https://trailhead.salesforce.com/content/learn/projects/set-up-case-escalation-entitlements/create-case-queues-assignment-rule
>> If you want to use Apex to assign cases to the agents, you can create an Apex trigger that fires when a new case is created. The trigger can then assign the case to one of the three agents in a round-robin fashion.
Related:
Run Case Assignment Rule from Apex: https://help.salesforce.com/s/articleView?id=000387623&type=1
https://cynoteck.com/blog-post/salesforce-case-management/
If this information helps, please mark the answer as best. Thank you
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