Creating a field update that overrides routing timeouts

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. Salesforce then uses a workflow rule that routes the case to a route plan defined in Interaction Architect. For information on creating a workflow rule that routes cases to a route plan, see Creating a workflow rule that routes new cases.

When you map actions to and from case statuses you also set the default routing timeouts. These timeouts determine how long ContactWorld tries to route cases to their case owners. For information on routing timeouts, see Mapping actions to and from case statuses. You can override these default timeouts for different cases. For example, you might want a case that originates in Twitter to have shorter routing timeouts than a case that originates in an email.

To update these timeouts perform the following steps:

1. Go to the Administration Setup Page in Salesforce.
2. On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
3. In the expanded list of items, click Field Updates. All Workflow Field Updates appears.
4. Click New Field Update. New Field Updates appears.

5. Provide the following information:

   Field	Description
   Name	The name for the field update. For example Override routing timeout (logged in).
   Description	A description of the field update. For example, This field update overrides the length of time that ContactWorld tries to route a case to the case owner if the case owner is logged in.
   Object	The object on which to update the field. If you want to update the routing timeouts when the case is created or edited, in the Object list click Case. If you want to update the routing timeouts when a new email relating to the case arrives, in the Object list click Email Message.
   Field to Update	The field to update. The field you want to update is NVMOverrideCaseOwnerTimeoutLoggedIn on the Case object.
   Specify New Field Value	The value to set the field to. Click Use a formula to set the new value. Type the number of seconds to use for the timeout.

6. Click Save. 

7. Add the field updates to the appropriate workflow rule. You can create a new workflow rule or add the field update to an existing rule. If you want to change the timeouts for cases that originate, for example, in an email, update the timeout fields by running a workflow rule when Salesforce creates a case from a new email message. For information on creating a workflow rule that runs when a new case is created from an incoming email, see Creating a workflow rule that routes new cases.

8. Repeat steps 2 to 7 to update the routing timeout for logged out case owners if required. The field to update is NVMOverrideCaseOwnerTimeoutLoggedOut.