Dynamics Community Forum Thread Details

Out of Office - Activity & Case Routing

I've been coming up empty on my searches for this topic so would appreciate some insight!

I would like to know what other organizations are doing to manage the workflow when users are out of the office - either on vacation or an extended leave. These are the requirements:

User must be able to select who their out of office contact is. Generally it will be the same person/group so this will need little management.
- Any new records, activities, and cases to be routed to this contact
  - Record must track who the record was originally supposed to go to and who it was routed to. Presumably done in the "history" of the record
Users need to be able to mark they are out of office and the range of dates effective (like can be done in outlook)
Managers and some "admin" roles to have access to be able to set out of office dates for users as well as the "out of office contact" in the case of unexpected absences.
In my dream world, users would only have to manage "out of office" settings in one place and have it be effective in both Outlook and CRM. Reduce duplicate work as much as possible.

Has anyone done something similar? I know I could always reassign records as they come in but this would be tough to manage with 600+ users. We need it to be as automated as possible.

Thank you!

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