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Karin McWilliamsKarin McWilliams 

Formula Field Help!

Hi all - this shouldn't be so hard but I'm struggling with it. 
I want to put case owners and teams into "buckets" of Tiers by creating a formula field that will bucket them.
I want to say that if a case is a specific owner OR if it is a specific team, show the text as Tier 1 (or Tier 2 or Tier 3)
We are rehauling our cases but need to put something into place to bucket teams by Tiers in the interim.

Below is my formula (started with Tier 1 as an example), but it's not working :(

OR(IF(Case_Owner__c, "Customer Service"),"Tier 1", ""),
IF( Case_Owner__c, "Billing"),"Tier 1", "")
IF( Escalation_Team__c, "CST Management"), "Tier 1", ""),
IF( Escalation_Team__c, "Account Management"), "Tier 1", ""),
IF( Escalation_Team__c, "Human Resources"), "Tier 1", ""),
IF( Escalation_Team__c, "Sales Ops"), "Tier 1", ""),
IF( Escalation_Team__c, "Marketing"), "Tier 1", ""),
IF( Escalation_Team__c, "Workforce Management), "Tier 1", ""))
Best Answer chosen by Karin McWilliams
Steve MolisSteve Molis
You've got a lotta stuff going on.  All of your IF's are closed out instead of being Nested, Also you're missing an ISPICKVAL, TEXT, or = operator.

I would write it like this
CASE(Case_Owner__c, 
"Customer Service","Tier 1"
"Billing","Tier 1",
CASE( Escalation_Team__c, 
"CST Management", "Tier 1", 
"Account Management", "Tier 1",
"Human Resources", "Tier 1", 
"Sales Ops", "Tier 1", 
"Marketing", "Tier 1", 
"Workforce Management, "Tier 1", 
NULL))

 

All Answers

Steve MolisSteve Molis
You've got a lotta stuff going on.  All of your IF's are closed out instead of being Nested, Also you're missing an ISPICKVAL, TEXT, or = operator.

I would write it like this
CASE(Case_Owner__c, 
"Customer Service","Tier 1"
"Billing","Tier 1",
CASE( Escalation_Team__c, 
"CST Management", "Tier 1", 
"Account Management", "Tier 1",
"Human Resources", "Tier 1", 
"Sales Ops", "Tier 1", 
"Marketing", "Tier 1", 
"Workforce Management, "Tier 1", 
NULL))

 
This was selected as the best answer
Karin McWilliamsKarin McWilliams
THanks, Steve - that is alot simpler!
Karin McWilliamsKarin McWilliams
OK now I'm stuck again - trying to say if the Escalation Team is Blank, then use the Case owner to show tier, otherwise, use the Escalation Team.
Steve MolisSteve Molis
So you mean like this?
 
CASE( Escalation_Team__c, 
"CST Management", "Tier 1", 
"Account Management", "Tier 1",
"Human Resources", "Tier 1", 
"Sales Ops", "Tier 1", 
"Marketing", "Tier 1", 
"Workforce Management, "Tier 1",
CASE(Case_Owner__c, 
"Customer Service","Tier 1"
"Billing","Tier 1", 
NULL))