Hi pntr,
Assigning cases and routing them to queues are different concepts even though both end up having the same kind of utility. I'll try to explain both to you.
Assigning a Case - When you assign a case you change its owner, meaning the field called "ownerid" will be set to the person or team you assign it to. This will make the case appear in that user's "My Cases" view (same applies for
teams). When you assign it, you're also changing the case's business unit to the user (or team) BU. All this will apply CRM security settings, meaning that all privileges for that record will be updated to it's new location (owner) within the organization.
Routing a case do a Queue - First of all, you have two kinds of queues "public" ones, which can be accessed by a group of users and "personal" queues, where a user can manage records he has to work in. Personal queues also divide in two,
my "Work In Progress" queue (items I'm working with) and my "regular" queue, where I have all the items assigned to me (or that I pulled from a queue). "public" Queues usually act as more general repositories for a department
that users can access and pull the "items" for themselves.
Imagine "Contoso" has a helpdesk where they wan't to manage and respond to all emails sent to
info@contoso.org. What you could do here was to define a queue that would sync all the mails sent to that address, and then your helpdesk staff would monitor that queue and "pull" items they wanted to work in
to their personal queues. The helpdesk manager, could also easily monitor the queue and assign items to the workers himself (imagine for example items that have been in the queue for more than X days/hours). Now imagine some of the tickets had to be answered
by the finantial department, users should route them to the finantial department's queue which people from that department should monitor. Obviously you could do this by assigning them as well, but it's easier to lose track of it and it's less user friendly
to keep checking views that to know there's a queue where your job will be "listed".
All in all, it does really depend on what you want to know and how you want to design it for the users.
Kind Regards,
Pedro
