Case Management (Queue & Assignment Rules)
What is a Case Queue?
A virtual storage bin that can be used to group cases based on criteria such as skill requirements, product categories, customer types, or service levels
Users have visibility into the Case Queues to which they are members
Cases remain in the Queue until they are assigned to or taken by individual users
What is a Case Assignment Rule?
Determines how Cases are automatically routed to User or Queue
Contains Rule Entries, pre-defined business rules, that determine Case routing