Case Owner update in Salesforce

1

Hi @Richard.Schott,

I would like to know how to achieve this scenario.
Call comes in-> SF data actions post call to create case-> call routed to a queue-> as soon as an agent picks up the call from queue, Case pops up on screen.

The requirement here is:
As soon as the case pops up and agent receives the call, the case owner field on Case object has to be updated with the agent who picked up the call.
How can that be done? Since during routing I will not know which agent will pick up.

Assigned To: field gets updated with the Agent name automatically but how to update the same for case. Does this needs to be done from Salesforce side? If yes, how if you know any way.

Thanks,
Divya Prabhu

2

Generally, updating the case owner would need to be done on the salesforce side.

3

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