Use Queues to Manage Your Activities and Cases

You can use queues Holding containers for activities that need to be completed.There are queues that contain cases and activities in the Workplace, and queues of articles in the knowledge base. to manage your activities Actions to be performed, such as tasks, or communication items that are sent or received, for example, e-mails, phone calls, letters, faxes, and appointments. The status of activities is tracked and the activity history is stored in the system, so users can view the open and closed activities. and cases Customer service issues or problems reported by customers and the activities that customer service representatives use to resolve them.. There are two types of default queues:

• Items available to work on. This folder contains active cases and activities that have been assigned to you, but that you have not yet accepted. This can include e-mail messages that you have received.
• Items I am working on. This folder contains cases and activities that you've accepted and are currently working on.

Viewing Activities and Cases Assigned to You or In Progress

After activities and cases have been created or assigned, you can open the queue to view them and start working on them.

More information: Work with E-mail Activities and Work with Cases

Re-assigning a Case

If you receive a case or activity that should be worked on by someone else, you can assign it to another customer service respresentative (CSR) or queue.

More information: Work with Cases