JB Case Scheduler questions and answers

Yes. JB Case Scheduler is free and you install it from the AppExchange listing. There are no licence fees, per-user or otherwise.

You need Service Cloud on an Enterprise, Unlimited or Developer edition org, with Omni-Channel enabled. Install in a sandbox first and read the considerations for admins in the installation guide before you roll it out to production.

Service teams that route cases through Omni-Channel and regularly handle cases that cannot be closed in one interaction. If your agents often need to pick a case up again on a specific date and time, JB Case Scheduler brings the case back at that moment.

Install it from the AppExchange listing. The app is free, so trying it is the same as installing it. Start in a sandbox so you can check the setup against your own routing and automations, then follow the installation guide.

Nothing. Installing the package does not touch existing cases, and nothing changes until you give your agents access to the app. A case only moves when an agent schedules it, and it then sits in the Case Scheduler queue until it is reactivated at the chosen time.

A user with the full System Administrator profile. Configuring the settings and scheduling the reactivation of cases needs elevated permissions and access to all records, which a standard user profile does not have. The installation guide lists what to check before you start.

In the installation guide. It covers the prerequisites, installing the package from AppExchange, the settings to configure afterwards, considerations for admins, and how to uninstall. Set it up and test in a sandbox first.

Orgs with Enhanced Omni-Channel get a Paused status for cases that an agent owns but wants to pick up later. JB Case Scheduler does not set this status. Case status is usually driven by automations you built in your own org, and we do not want to interfere with those. Salesforce Help describes the Paused status in detail.

Start with the installation guide, which includes the settings to configure after installing and the considerations for admins. For anything the guide does not answer, use the request information form and choose Support. You get a reply from the people who built the app.

New versions are listed in the release notes, and we announce them on the blog and our social channels. Feature requests are welcome: send one through the request information form and choose Feature request. We build requests that improve the app for every organisation using it.

Both symptoms have the same cause: the user is missing two permissions. Open the user record in Setup and tick the Flow User and Service Cloud User checkboxes. Once both are set, the Case Scheduler flow appears on the Case record page and the settings page becomes editable.