How to Assign CASES to users automatically, based on their current number of OPEN or ACTIVE cases.

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Hello,

I understand that I can create cases automatically from activities. I also understand that I can route cases to specific Queues automatically, and from the queue i can manually assign them to users.

What I am not able to figure out is: How can I assign cases to the users who belong to a specific team/queue, automatically based on the current number of open cases that they have.

I want to avoid coding, since Iam not good at it (unless someone helps me with "baby steps" along with the "actual code") :-D

So, what I want to do is, user who has the least number of OPEN or ACTIVE cases should get the case assigned to him/her automatically.

I really don't want to spare a resource, to just sit and keep looking at the queue, waiting for a case to drop in, to be assigned to a user.

PLEASE HELP.

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Karuna Karan 1,214 on at

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I had a similar requirement from a project in the past and I was able to build a solution that works by assigning the Cases to Agents on a FAIR manner. We can this Round Robin Method. What it does is, if there are 5 Agents, and 6 Cases created, it will assign each Case to each Agent in a sequential manner and once it finishes assigning to the 5 Agent it will start from 1 Agent.

www.powerobjects.com/.../round-robin-lead-assignment-in-microsoft-dynamics-crm-2011

The link above should give you the light. Let me know the results.

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Community Member on at

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What if an Agent is on leave and is signed out of CRM? This will still assign case to the agent, unless i make change to the workflow. This would still not automate the process as desired :-(

Is there a way to check if an agent is signed-in to CRM or not?

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Goutham A 2 on at

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Hi Neha,

I believe you can directly implement using out of box.

We have implemented it in our project. You need to code a batch cs file which runs and assigns the cases accordingly to free agents. The agents free time is based on various parameters like no of cases assigned, holiday and customer service schedule leave data, time taken to complete the current case(calculated based on sla resolve time etc)

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EmployeeOcta 6 on at

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Hello Goutham A,

can you Elaborate more about "batch cs file" how and what was the implementation.

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Community Member on at

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Can you help me any further with the batch cs file?

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Goutham A 2 on at

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You need to create a console application and connect to CRM, write your logic there to assign cases to free users using CRM SDK. Then you need to compile and host the DLL/exe in windows task scheduler to make it run repeatedly after specific interval.

we have lot of customization to exiting application. simply put, we have an entity which captures free time for each user(again another batch file here). Based on that we assign a case to user.

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Razim Khan 150 on at

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Hi Neha see the following link

www.c-sharpcorner.com/.../assigning-case-to-appropriate-team-user-using-plugin-in-dynamics-365-crm

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Geanina B 5 on at

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Here is what i found, is a free add-on appsource.microsoft.com/.../microsoft_labs.caseautoassignment, my only question now is, what if a member of the team is out of office?

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