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?