MenuAgentExchange
SalesforceSlack

Help & Support

Elevate Your Agents with AgentExchange Solutions
Easily enhance Agentforce with pre-built AI solutions from AgentExchange. Browse, install, and deploy agents, actions, and apps directly into your environment. Tell Me More

Have Questions?

Case Age and Status Changes in Business Hours

By Salesforce Labs

Case Age and Status Changes in Business Hours

Free  

Never requires payment

Try It
Business Need
Agent Productivity
Requires
Sales Cloud

Many a times, organizations need to know exactly where cases sit in different statuses and after accounting for business hours. There is no out-of-the-box way of doing that today. This does that very elegantly.

Compatibility

Requires
This solution requires these products in order to work. Before you implement the solution, check that you have these products.
Sales Cloud
Salesforce Editions
Professional
Enterprise
Unlimited
Force.com
Developer

App Details

Version
Case Age/Spring 2020 1.12.0
Listed On
08/19/2016
Latest Release
01/09/2023
Supported Features
Native App
Built exclusively on the Salesforce Platform, ensuring reliability and performance.
Lightning Ready
Optimized for Salesforce orgs that use Lightning Ready.
Editable Code
This product is installed as an unmanaged package in your Salesforce org and its code is available to view and modify.
Native App
Lightning Ready
Editable Code
Package Contents
If this app is a managed package, the custom apps, tabs, and objects that it contains don't count against your Salesforce allocations. If this app is not a managed package, allocations apply. Learn More in Help
Custom Objects: 1
Custom Tabs: 1
Custom Apps: 0
Lightning Components
Global: 0
App Builder: 0
Community Builder: 0
Languages
English

Security

This solution is a Non-SFDC Application as defined in Salesforce’s Main Services Agreement. Notwithstanding these Security Requirements or any security review of a Partner Application, Salesforce makes no guarantees about the quality or security of this solution. You’re responsible for evaluating this solution’s quality, security, and functionality.
Last Reviewed Version
The most recent solution version that underwent the AppExchange Security Review. Undergoing the Security Review doesn't guarantee a solution’s security.
1.12.0
Last Reviewed Date
The most recent date that this solution underwent the AppExchange Security Review. Undergoing the Security Review doesn’t guarantee a solution’s security.
08/16/2016

Additional Details

The package essentially consists of the following three elements: 1. “Case Status Change” custom object (and associated fields) to record all the changes to all cases. Essentially a record is written here every time a case changes status. 2.“CaseStatusChangeTrigger” and associated Apex classes – This trigger fires every time a case changes status and inserts the record in the “Case Status Change” custom object. 3.“Case Age in Business Hours” Dashboard (with the underlying reports (starting with CABH). This gives some interesting insights on your cases, status’ and agents. Drill and change the dashboard and the underlying reports to suit your needs. This app is part of the Force™ Collection. You can see it here: https://sforce.co/33fkLT7

Need help?

Salesforce Labs

San Francisco, CA, USA

Other ResourcesTerms & Conditions