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  • 1.  Case Owner update in Salesforce

    Posted 01-15-2026 08:40

    I would like to know how to achieve this scenario. Call comes in-> SF data actions post call to create case-> call routed to a queue-> as soon as an agent picks up the call from queue, Case pops up on screen.

    The requirement here is: As soon as the case pops up and agent receives the call, the case owner field on Case object has to be updated with the agent who picked up the call. How can that be done? Since during routing I will not know which agent will pick up.

    Assigned To: field gets updated with the Agent name automatically but how to update the same for case. Does this needs to be done from Salesforce side? If yes, how if you know any way.


    #Integrations

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    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR
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  • 2.  RE: Case Owner update in Salesforce

    Posted 01-15-2026 11:17

    Are you using the legacy CTI Adapter with your newly created Case populated in the SF_URLPop custom attribute?



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    Jason Schlotterback
    N/A
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  • 3.  RE: Case Owner update in Salesforce

    Posted 01-15-2026 11:40

    Hi Jason,

    yes, open CTI with custom attribute SF_SearchValue



    ------------------------------
    Kaio Oliveira
    Sr Systems Analyst
    GCP - GCQM - GCS - GCA - GCD - GCO - GPE & GPR
    ------------------------------

    Original Message


  • 4.  RE: Case Owner update in Salesforce

    Posted 01-15-2026 13:06

    There are different ways this could be done, but I quickly tested one option:

    -Have your Salesforce team create a new Text field (e.g., CaseId) on the Activity object.
    -In your Genesys Cloud for Salesforce managed package configuration, add a new Genesys custom attribute (e.g., Participant.CaseId) and map it to the new Salesforce Activity object's CaseId field.
    -In your Genesys Inbound flow, use Set Participant Data to populate this new CaseId attribute.
    -Your Salesforce team can then create a simple Flow on the Task object that uses the new CaseId field to find the correct Case and update the Case Owner to match the Task's Assigned To field.

    There are many variations of this approach, and there may be an easier method, but this should at least help give you some ideas.



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    Jason Schlotterback
    N/A
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    Original Message


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