Assigning Cases Features and Functions

• When new case records are created, they can be automatically assigned to the appropriate person using predefined assignment rules


• When cases are assigned to someone, this person can be automatically notified of the case via e-mail


• Case records can be automatically assigned to a work queue (using predefined assignment rules) that multiple people can access them from


• When working on multiple cases, a user can simultaneously take "ownership" of multiple case records


• When on a list of cases a user can simultaneously assign the "ownership" of multiple case records to another person or queue


• When working from a work queue or a list of cases a user can simultaneously change the status of and escalate multiple case records


• When working from a work queue or a list of cases a user can simultaneously close multiple cases