Case queues and routing

Customer Service Hub provides you with the ability to add a case to a queue, and 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.

  1. Go to Service > Cases.

  2. In the list of cases, select the case that you want to add to a queue.

  3. On the command bar, select Add to Queue.

  4. In the Queue field, select the queue that you want to add the case to, and then select Add.

To know more about Queues, see Work with Queues.

Save and route a case

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

  1. From the list of cases, open a case record.

  2. Make the changes as required, and on the command bar, select Save & Route.

  3. In the Route Case dialog box, select Route.

    The case will be routed based on the active routing rule set.

    Important

    The Save & Route button is available only on active cases.

See also

Learn the basics of the Customer Service Hub

Use the Main form and its components

Note

Can you tell us about your documentation language preferences? Take a short survey.

The survey will take about seven minutes. No personal data is collected (privacy statement).