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Case Age and Status Changes in Business Hours

Case Age and Status Changes in Business Hours

Overview

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.

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  • It calculates in business hours how long your case has spent in each status. This allows you to generate reports and dashboards and identify areas of concern

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

Categories

Business Needs
Agent Productivity
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

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