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Hello all,
is it possible to create a Macro to be used in an Agent script, which would escalate and reassign a case to a specific Team or User, in Customer Service Workspace/Customer Service Admin Center?
I've been researching and even attempting to hardcode the GUID of a user into the ownerid field, but can't seem to figure out how to do this.
Is it maybe not possible through a macro?
What would you recommend and/or what would be best practice?
Call a flow from the Macro to escalate and reassign the case?
Any assistance is greatly appreciated!
Thank you!
Do you want to use automatic case assignment?
If yes, you can try to use the workflows.
The following links may help you.
Dynamics 365 Customer Service: Automatic Case Assignment – Dynamics 365 Talk (d365goddess.com)
Escalating Cases in D365 Customer Service – Dynamics 365 Talk (d365goddess.com)
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