Solution

Automate Resource Assignments for Case Owners upon Case creation and transfer

Use Case

You’re the System Administrator at Aurora Apps, and your company has been using Resource Hero to staff, allocate, and track time for Customer Support Reps on Cases. When a Support Rep creates a new case, they then create a new Resource Assignment as the original case owner. When the initial case owner completes their tasks on the case, they reassign the case to the next Customer Support Rep. who also creates a new Resource Assignment. Depending on the details of the individual case, the 2nd rep may return the case to the original owner, or they may close the case.

One of your Customer Support Managers, Michael Monsoor, was tasked with reducing the time necessary to close each customer support case successfully. Michael notes that creating assignments manually is a simple process, but comes to you for advice on how he can streamline the creation of Resource Assignments even further to reduce the overall time it takes to close the case. 

Challenge

The Customer Support Reps have been manually creating Resource Assignments on Cases. While this has worked well, management would like to reduce the time to process cases successfully. When a case is created or transferred to another rep, management would like the Resource Assignment to be made based on the new case owner. Management would also like to ensure no duplicate Assignments when cases return to the original case owner.

Solution

You know that since Resource Hero is a 100% native Salesforce application, you can use the full suite of automation tools available to you on the Salesforce platform, including Flow.

Before we start building, we map out the high-level requirements for the automation:

• Ensure the Case Owner has their User record assigned to a Resource Record
• Create a Record Triggered Flow on the Case object

See it in action

Next steps

Because Resource Hero is built natively on the Salesforce platform, we can harness the power of Flow’s no-code automation to help you find solutions to your unique business challenges. This solution was built using our Resource Hero App and out-of-the-box Salesforce tools available in your org.

Reach out to us to discuss how we can help you streamline your Resource Forecasting processes and Time Tracking needs.