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Routing and Assignment of a Tax Case

A tax case can be routed to the next available agent or to an agent who has previously served the client by setting appropriate assignment rules. The case agent can escalate a case to a manager in the legal or appeals division who is primarily responsible for coordinating assessment activities.

Cases can be assigned manually by adding another user to the Case Team field and selecting that user as primary, or by setting up an assignment rule, based on various criteria of the case record. For more information on setting up assignment rules and workflows, see Siebel Assignment Manager Administration Guide.