6 Queue Management
As an Admin user, you can view the Case Assignment-related Queues currently available in the System in a tabular format.
When you go to the Queue Management screen, you can view the Queue Name, Mapped User Groups, Queue Created Date, and Queue Created By.
A queue can be viewed as a container that holds cases meeting pre-defined criteria. You must define queues before they can be used. Queues will then need to be mapped to user groups so the filters can be applied. This is a separate activity from defining security mapping. The assigned cases appear in your queue. You can create a new queue and also add from existing queues.
You can look up records using the Queue Name. You can look for queue names in the Search by Queue Name search bar. In the Search Field text box you can look for user groups. The list can also be sorted by columns.