Once RoundRobin changes case owner in Salesforce, case record type doesn't change.

[heatherewald]

We have a few flows in Salesforce that fire based off of Case owner changing. We use queue names for case owner instead of individual users so if a person is listed in a Round Robin group the owner immediately changes to that person's name. Our flows are looking for the queue name changing and therefore aren't firing as expected since the owner is no longer the queue name on the case. I've tried adjusting the logic on a Before and After Save flow. I included even the new case owner's title and it still won't work. Queues that aren't setup as Round Robin are successfully changinging record type so I know our logic is setup correctly on these flows.

Where in the process of the order of operations is RoundRobin changing the owner? Is there a field within Round Robin that's unique for each RoundRobin group and if that value is set to True then maybe we can get this logic to work?

[int-tim]

@heatherewald
Without seeing what's in your flow, I can't really give a suggestion here, but I'd recommend building your own round robin logic using flows and custom objects. This tool doesn't look like it's been updated since June 8th, 2020, and it would be an opportunity to reduce your dependency on third-party code. Theoretically, what you described should be able to be done in a single record-triggered flow.