We are having a challenging scenario. Any help would be greatly appreciated.
We have a team of agents who works on the customer service cases. But once the case is closed the ownership changes to the Manager's queue and the Agents do not have access to the closed cases. (the cases will be in the open status only for 2 hours) They wont be able to search those cases numbers too.
The business requests us to have a dashboard built for the agents where they can see the cases they worked for that month/quarter/semi-annual.
I tried using a formula field to capture the count but that dint work. I also tried using Analytics Snapshot, but that dint help either.
We also suggested that manager can send this to their team as it is not working only for the agents since its blocked for them on the profile level itself.
Could anyone please suggest a workaround for this.