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Teams and Queues in Case Management RRS feed

  • Question

  • Hi,

    I have a scenario where i want to assign case to particular  group ( in crm i have used Team for different group) Administrator will then assign users in a team to work on particular case. If i am using team then in which scenario i can be using Queues.I was thinking of assigning case to different queues (owned by a team) and then administrator will assign user to work on particular case. Which approach is better.


    Abhishek

    Thursday, August 1, 2013 3:56 PM

Answers

  • I would recommend using queues for case management. Queues are designed so that users can pick items off the queue to work on. You don't need an administrator or manager to manually allocate work items out to other users.

    • Marked as answer by Abhisinha17 Tuesday, August 27, 2013 1:10 PM
    Friday, August 2, 2013 7:57 PM