MICRO PROJECT :: Find the Root Cause of the Ambiguous Behavior - Update Case Owner
MICRO PROJECT :: Involves Assignment Rules, Flows and importantly the nuances around Order of Execution.
Business use Case :: You, an enterprising Salesforce admin joined upquotient.com, a career builder, transformer and an amplifier company, very recently. Your credentials have not been created neither in the live system nor in sandboxes yet. You have been tasked with simulating and analyzing the root cause of the below ambiguous behavior. Kali, the Director of Service offered to explain you the scenarios.
Rel 01 Req :: When customers who are considered High Value (HVC custom checkbox field on Case is checked) logs a Case then the ownership of the Case should be with "HVC" queue.
Rel 07 Req :: All Cases logged should be owned by the creator of the Case.
What they experience now is that any Case that is logged is owned by the creator. Additionally, Kali stated the developers who built this requirement were different and both of them are not with upquotient any more. He also stated Flow and Assignment rule were used for the solution. But does not know where and how it is implemented. Remember, you do not have access to the live system. You may have to simulate the same in your dev org. How would you explain the behavior convincingly?
Solution :: It is a customary practice for you to explore, locate appropriate resources and ponder before arriving at a robust and an effective solution to any challenge. This is no different. You jotted down the steps to simulate the behavior in you dev org as below.
1. Create a Queue - Name it "HVC" and add appropriate members
2. Create a custom Checkbox Field in Case Object - Name it "HVC"
3. Create a Case Assignment Rule - with a Rule Entry criteria set to HVC eq TRUE and owner eq HVC queue
4. Test Assignment Rule - Create a Case set it to HVC and ascertain the owner is indeed HVC
5. Now create a After Record Triggered Flow
6. Build a logic to set the Case owner ALWAYS to the Case creator and activate the flow
Also, the exploratory learning led you to peer into the Order of Execution which nailed the root cause of the behavior which is briefly touched upon in this episode.
Credits :: The base Order of Execution image by Jeff Susich