Brad_Hoyle1 | 2020-06-29 02:01:11 UTC | #1
We are routing email cases to a purecloud queue via the purecloud routing request object in salesforce. This works fine.
However is there a way for salesforce to remove the email case from the queue once it has sent it.
Common scenario:
- Customer sends us an email
- This creates a case in SF
- We route it to a PC queue
- Customer calls us about the same issue and we resolve it
- Email case is then routed to an agent, even though we resolved the issue.
What I would like to do is send a delete call to the queue for that email case. Is something like this possible through the SF integration?
system | 2020-07-30 02:01:12 UTC | #2
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