The ownership for an individual CRM case can be assigned to a specific end user, or simply linked to a role from which a subset of users would be automatically determined, any of whom then being permitted to pick up the case for onward progression.
The procedure to allocate an owner to a CRM case is as follows:
Note
1 The companies linked to the CRM case subject determine the roles that are available for selection.
2 The companies linked to the CRM case subject determine the individual users that are available for selection.
3 Where a combination of User and Role are specified, the inclusive subset of associated users will be eligible to progress the CRM case.
See related topics...