--- title: "Managing Customer Service Agent Absence in Salesforce · Ortoo" description: "Managing agent availability can be a hassle, especially without an ‘Out-of-Office’ setting. Q-assign’s new Salesforce feature, ‘Keep Available Until,’ solves this problem by allowing managers to set a date for agents to resume case assignments automatically." lang: en json-ld: | [ { "@context": "https://schema.org", "@type": "Organization", "name": "Ortoo", "url": "https://ortooapps.com/", "logo": "https://ortooapps.com/ortoo-logo-square.png", "parentOrganization": { "@type": "Organization", "name": "Ascendx" } }, { "@context": "https://schema.org", "@type": "WebSite", "name": "Ortoo", "url": "https://ortooapps.com/" }, { "@context": "https://schema.org", "@type": "Article", "headline": "Managing Customer Service Agent Absence in Salesforce", "image": "https://iijomlowjjsbtllihhlg.supabase.co/storage/v1/object/public/blog-assets/managing-customer-service-agent-absence-in-salesforce/Out-of-Office-1.jpg", "datePublished": "2024-05-14T10:38:55+00:00", "dateModified": "2024-11-26T09:53:54+00:00", "author": { "@type": "Person", "name": "Amy Grenham" }, "publisher": { "@type": "Organization", "name": "Ortoo Orchestrator", "logo": { "@type": "ImageObject", "url": "https://ortooapps.com/logo.png" } }, "mainEntityOfPage": "https://ortooapps.com/resources/blog/managing-customer-service-agent-absence-in-salesforce" } ] --- [Skip to main content](#main-content) [Support](/support)[Contact](/contact) [![Ortoo logo, workflow orchestration for Salesforce](/assets/ortoo-logo-gradient-C54UkOOH.webp)](/) Ortoo Orchestrator Solutions Why Ortoo Resources About [Pricing](/pricing) [Map your workflow](/contact?intent=workflow-mapping)[Book a demo](/contact?intent=demo) [Book a demo](/contact?intent=demo) [Resources](/resources)/ [Blog](/resources/blog)/ [Workflow orchestration](/resources/blog?theme=workflow-orchestration) [Workflow orchestration](/resources/blog?theme=workflow-orchestration)[AI governance](/resources/blog?theme=ai-governance)[Service operations](/resources/blog?theme=service-operations) # Managing Customer Service Agent Absence in Salesforce Amy Grenham · 14 May 2024 · 1 min read ![Streamline Customer Service with Q-assign’s ‘Keep Available Until’ Feature](https://iijomlowjjsbtllihhlg.supabase.co/storage/v1/object/public/blog-assets/managing-customer-service-agent-absence-in-salesforce/Out-of-Office-1.jpg) If you are in charge of a customer service team, you know this problem well. What happens when one of your agents is not available for [Case Assignment](https://ortooapps.com/case-assignment/)?   Until now, there has been no equivalent of an ‘Out-of-Office’ setting e.g. the ability to make an agent unavailable, with the option to set a date to resume availability on their return.   Instead, managers have been making do with a manual process, relying on themselves to remember to re-enable assignment. Not great for people who are busy, or forgetful, or have bigger things on their plate. So just about everyone then!   ## Our brand-new Salesforce service agent availability feature  The good news is that help is now at hand! [Q-assign](https://ortooapps.com/q-assign/) has rolled out a ‘Keep Available Until’ feature, allowing managers to set a future date and time for when an agent will begin receiving cases again. No more manual intervention.   Here are just a few examples where this simple functionality can streamline operations:-  - **Personal Time Off (PTO)**: When an analyst is on vacation the last thing they need is a backlog of cases upon their return.  - **Training Periods**: During training sessions, allowing analysts to focus fully on learning without distraction.  - **Health-Related Absences**: In instances of sickness, ensure that analysts won’t have to worry about accumulating cases.  ![Agent Availability](https://iijomlowjjsbtllihhlg.supabase.co/storage/v1/object/public/blog-assets/managing-customer-service-agent-absence-in-salesforce/Agent-Availability.png) For teams, this means better workflow management and reduced stress for both managers and their team members. Managers no longer need to worry about logging in during off-hours or while on PTO to adjust case assignments, and analysts can enjoy their time off without the looming concern of cases piling up.  If you’d like to see this feature demoed for your org, please drop us a line at success@ortooapps.com.  **A little backstory**  This feature was developed after a request from a Global Financial Services client. It was the #1 request from their support managers.   If you are using or evaluating Q-assign, please let us know if there’s anything you’d like to see added. Feedback and suggestions from our customers and prospects are so valuable, and where we can, the team will build this into the product roadmap.     ## Related insights [ ![When to use an AI agent in Salesforce: decide whether a step needs interpretation or certainty before you build AI into it.](https://iijomlowjjsbtllihhlg.supabase.co/storage/v1/object/public/blog-assets/when-to-use-an-ai-agent-in-salesforce/when-to-use-an-ai-agent-in-salesforce-hero.png) AI governance ### When to use an AI agent in Salesforce (and when to use a rule) "Can this be an agent?" comes up in every Salesforce meeting now. How to decide when an agent earns its place, plan for the cases it can't finish, and get the handoff right. Elisa Mustonen 6 min read ](/resources/blog/when-to-use-an-ai-agent-in-salesforce)[ ![Governed AI in production: capability is not control, article title card with a scales-of-justice icon.](https://ortooapps.com/__l5e/assets-v1/2cf3569c-b676-4765-beca-35a571fe0e9d/ortoo-governed-ai-cover.png) AI governance ### Governed AI in production: more capability needs more control as the OpenAI Hugging Face Hack reminds us AI agent governance is about what an AI agent can and is allowed to do in production. Capability and ability get confused constantly, and a security incident in July 2026 showed why the difference matters – also in your Salesforce org. Elisa Mustonen 12 min read ](/resources/blog/governed-ai-and-ai-agent-control-in-salesforce)[ ![lead-assignment-rules-salesforce-icon](https://iijomlowjjsbtllihhlg.supabase.co/storage/v1/object/public/blog-assets/lead-assignment-rules-salesforce/featured.png) Workflow orchestration ### Lead Assignment Rules in Salesforce: Automate with Q-assign This comprehensive guide to optimizing lead assignment rules in Salesforce will stand you in good stead for maximizing your sales reps’ productivity and performance. Understand the benefits of highly effective lead assignment, explore Salesforce best practices and stay ahead of the competition – with added insights into AI-driven revenue orchestration Ortoo Team 9 min read ](/resources/blog/lead-assignment-rules-salesforce) READY TO SEE IT IN ACTION ## Map _your_ workflows with our team. 30 minutes, no prep needed. We will map one workflow you handle today and identify where orchestration would change the outcome. 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