We have been using the User Pool process for a while now. We specifically use it for Companies that do not have a CSM assigned. Currently, we create a CTA from one rule and it will assign to UserA and then a separate rule runs and it will still be under the same company but it will Assign to UserB. It would be awesome if it had some logic to check (before creating the CTA) if a CTA was already open for a user in that pool and keep the new CTA with the same User. This way there is really only one CSM working on CTAs under one company.
New Idea
User Pool - Assign to user that already has CTA
+5
Bumping this post since it still has no replies a year later and this is a significant need for our orgranization.
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