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Decide whether cases are assigned to users, queues, or a mixture of both.
Do your users choose cases from a pool? Case queues allow queue members to take ownership of the cases within the queue. What
queues do you need and which users are assigned to those queues?
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Decide what case attributes determine which user gets the case.
If you route cases based on their level of support, are you collecting that information when a case is created?
Create Case Queues
Each queue can have any number of queue members. Queue members can take ownership of any case within that queue. If your
organization allows users to select cases from a pool, create case queues and give the appropriate users membership to that queue.
1. From Setup, enter Queues in the Quick Find box, then select Queues.
2. Click New.
3. Enter a name for the queue.
4. Specify an email address to which all notification emails are sent (for example, when a new case is put in the queue). This email
address can be that of an individual user or a distribution list set up via your organization’s email system.
5. To notify the specified Queue Email address and all queue members when new cases are placed in the queue, select Send Assignment
Email to Members. If a Queue Email address isn’t specified, only queue members are notified.
6. If your organization uses divisions, select the default division for the queue. This selection determines the division for a case when
it’s assigned to the queue via assignment rules or a manual change of ownership.
Cases inherit the division of the contact to which they’re related, or are assigned to the default global division if no contact is specified.
7. Specify which objects can be placed in the queue. Your choices can include cases, leads, or any custom objects.
8. Specify which users, roles, public groups, territories, or partner users are members of the queue.
Only queue members and users above them in the role hierarchy can take ownership of cases in that queue, unless your organization
has set the case organization-wide defaults to Public Read/Write/Transfer.
9. Click Save.
Note: If your organization has a private sharing model, you can use case queues to give departments or teams access to cases.
For example, if you have two support teams, one for hardware and another for software, create a case queue for each team and
give access to the cases in that queue by making each team member a member of the appropriate queue. For example, only the
representatives in the software team can view or take ownership of the cases relating to software.
Users can also assign cases to queues manually when editing the case.
Choose a Default Case Owner
Choosing a default case owner ensures that your cases are assigned to a specific support representative even if no assignment rules
apply. The default case owner can be a user or a queue.
1. From Setup, enter Support Settings in the Quick Find box, then select Support Settings.
2. Click Edit.
3. Choose user or queue.
4. Select the user or queue name that you would like to be the assigned owner of a case when no assignment rules apply.
5. Click Save.
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Define Assignment RulesSetup