For example, if a customer comes in and a case is created, the FCR (First Contact Resolution) Checkbox is already checked by default, then if the Case has a status of Resolved and it changes, meaning the case was reopened, can it automatically uncheck the FCR checkbox?

To simplify... If a Case has a status of Resolved and it changes

  • Check to see if FCR field is false
  • If false, leave false
  • If true, change to false

How would I even write a formula for this?

1 Answer 1


If I understand your requirement correctly, then you would want a regular checkbox custom field rather than a formula for FCR. And then use Before Save flow (Fast Update) to check/uncheck this custom field based on your requirement.

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