How do I set up case visibility based on queue?

When users view lists of cases or create user-defined searches, access is based on the cumulative set of data security policies assigned to all the roles associated with them. You can restrict access based on their queue membership.

Restricting access ensures users see only the cases that are in their queue by completing the following processes in the Security Console:

• "Remove Data Security Policies from Users": If the users have been assigned other data security policies that grant them access to a larger set of cases, then you must remove such data security policies from the users.

• "Assign Data Security Policies Based on Queue": Grant queue-based visibility to cases for specific roles. This ensures that users with these specific roles can see only the cases assigned to the queues where they're a resource member.