"// Apex Trigger: Auto-assign Priority Based on Subject Keywords trigger AutoPriorityTrigger on Case (before insert) { for(Case c : Trigger.new) { if(c.Subject != null && c.Subject.toLowerCase().contains('urgent')) { c.Priority = 'High'; } else if (c.Subject != null && c.Subject.toLowerCase().contains('issue')) { c.Priority = 'Medium'; } else { c.Priority = 'Low'; } } }
 
// Apex Class: Assign Case to Least Busy Agent public class CaseAssignment { public static void assignCase(Case newCase) { List<User> agents = [SELECT Id FROM User WHERE UserRole.Name = 'Support Agent' AND IsActive = true];
 
Map<Id, Integer> agentCaseCounts = new Map<Id, Integer>();
    for (User agent : agents) {
        Integer caseCount = [SELECT COUNT() FROM Case WHERE OwnerId = :agent.Id AND Status != 'Closed'];
        agentCaseCounts.put(agent.Id, caseCount);
    }
 
    Id leastBusyAgent = null;
    Integer minCount = Integer.MAX_VALUE;
    for (Id agentId : agentCaseCounts.keySet()) {
        if (agentCaseCounts.get(agentId) < minCount) {
 
 

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