To allocate an owner to a CRM case

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:

1. Prerequisite procedural steps are covered separately in the topic To create a new case for a CRM communication. Refer to these before proceeding to step 2.
2. With the Allocate Case window displayed, using the Role drop-down field, select an appropriate role to which the case will be allocated 1.
3. Using the User drop-down field, select an individual system user to which the case will be allocated 2.
4. Click on Save 3.

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...

CRM case management overview

To reassign ownership of a CRM case