Case queues and routing

Customer Service allows you to add a case to a queue, save case records, and route them to a queue.

Add a case to a queue

If you think another group in your team has expertise on the subject, you can move the case to a queue so that someone else can pick it up.

To add a case to a queue, perform the following steps:

Go to Service > Cases.
In the list of cases, select the case that you want to add to a queue.
On the command bar, select Add to Queue.
In the Queue field, select the queue that you want to add the case to, and then select Add.

If a case is already added to a queue, the Queue field displays the current queue by default.

The lookup for the Queue field displays only the queues that are configured for a specific entity. Voice and messaging queues aren't displayed in the lookup results since cases can't be added to those queues.
Select the queue you want to add the case to, and then select Add.

To know more about queues, see Work with queues.

To save a case record and route it to a queue in a single action, use the Save & Route option.