Enterprise CRM Service Console: Create a New Assignment Group

What is an Assignment Group?

Assignment Groups allow you to use Round Robin assignment for Cases, so that you can choose a group of individuals who will get assigned Cases as they come in.

Creating a New Assignment Group

  1. Expand the App Menu and select Assignment Groups from the list. This brings up the Assignment Groups App.
    The location of Assignment Groups in the App Menu 
  2. Once on the Assignment Groups App click on the Assignment Groups Tab if needed.
    The location of Assignment Groups in the Navigation Bar 
  3. Once on the Assignment Groups Tab click on New at the top of the screen. This brings up the New Assignment Group screen.
    The location of New on Assignment Groups Home 
  4. The New Assignment Group screen is where you will choose options that will affect how the Assignment Group works:
    The New Assignment Group screen
    • Group Name will show for anyone managing the Round Robin Assignments for this group and should be something meaningful to those audiences.
    • The Assign by Email checkbox is available to indicate if you'd like ownership to be assigned based on emails received on the Case.
    • The Case Email should be the email address used to generate Cases from if the Assign by Email checkbox has been checked off.
    • Description allows you to put information about the assignment group to either convey information to other Users or to make the Assignment Group easier to find.
    • The Type dropdown currently defaults to the only available option of Case so can be left alone.
  5. Once you have filled out all of the information as desired click on Save at the top or bottom of the screen to be brought to the Assignment Group record. 
  6. On the Assignment Group record to assign a Queue for the Assignment Group click on the New AG-Queue button below the Assignment Group Detail that allows you to select a Queue for Cases to get assigned to. This brings up the New AG-Queue screen.
    The New AG-Queue button 
  7. From the New AG-Queue screen paste or type in the desired Queue Name and choose either Active or False from the Active dropdown in indicate if the Queue should be active or not.
    The Queue Name and Active dropdown fields 
  8. Once all of the desired information has been filled in click on Save at the top or bottom of the screen to be brought to the Assignment Group record.