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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / How to automatically a...
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How to automatically assign a case to a customer representative

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Posted on by Community member 4
Hello Dynamics friends. I have a client who wants cases to be pushed automatically to a customer service representative if the original representative is on leave. What can I do to achieve that requirement?
  • Suggested answer
    J Vicente Profile Picture
    J Vicente 20 on at
    How to automatically assign a case to a customer representative
    As indicated by RudyZhang, I don't believe this is possible out of the box, but you can certainly achieve it using Power Automate or workflows at the very least. As an example, you could have the team manager run a flow/workflow that reassigns records (Cases, Emails, Tasks etc) when they're told the user is on leave. It'd be a manual process to run the flow, but depending on how you set it up, the reassigning of records would be automated.

    Lots of other ways to accomplish that functionality in a more automated way, too. If you use SharePoint, you could have a list of absent employees with dates from/to. The Power Automate flow could read the dates and reassign records for the related person during that period, either on a schedule (e.g. every morning at 8am) or manually as indicated above. You'd need to do a lookup of the employee from the list to O365 and then relate that to the user in D365, but I think that's all very doable.
  • RudyZhang Profile Picture
    RudyZhang Microsoft Employee on at
    How to automatically assign a case to a customer representative
    Hi,
     
     
    Our team analyzed your requirements and concluded that this requirement of yours is not supported within the scope of Dynamics 365 out-of-the-box functionality.
     
    You can check if the staff member is "offline" and manually assign the "Case" they are responsible for to someone else.
     
    In addition, if you think this feature is essential, you can use the link below to submit your idea to Microsoft officials.
    https://experience.dynamics.com/ideas/
     
     
    I hope my answer is helpful to you! If you have any other questions, please feel free to contact me.
     
    Best Regards,
    Rudy Zhang

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