We have a requirement where we need to create a case in CRM from a web portal. However, the case in the CRM should be assigned to the user who has the least no. of cases at a given time. How can this be achieved?
Will we require to write a custom workflow activity that runs on case creation, or it can be handled by CRM configurtion? Please advise.
You might want to check Serive Scheduling: www.microsoft.com/.../set-the-capacity-required-for-a-service-or-resource.aspx
It has an option, Least Busy, which would coincide nicely whith that you are looking for.
In case you are supposed to do this for CRM 2011, you will need a custom workflow to do the assignment, which checks for the number of cases available users have.
The SDK Contains a similar requirement as an example, Auto Routing Lead.
You can find the sample code at
Though it is for Lead, you can tweak it for Case.
Hope that helps
It cannot be handled by just a CRM Configuration.
You need to create a custom workflow activity or plugin.
Here is the example for the usage:
If By Role
And you can also check by Queue Item, concept here:
Hope this helps.