Case queue and assignment rules in salesforce

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

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