Hello,
Does someone know the difference between pick and assign for a case?
Us, we pick cases so that the case shows up in the dashboard of the person that picked it. Does the "assign" option works the same way?
Let's say that I assign a case to an agent, will this agent see the case in his dashboard for the cases he is working on?
Thanks!
Cat
Hi,
Assign only change the owner field of the case.
Pick change the owner field of the case and the worked by field of the queue item (or remove the queue item).
Hi Partner,
As Xavier explains, the difference between pick and assign is that they are changing different fields.
Whether an agent can see the cases assigned to him depends on whether the current dashboard display record is a case or a queue item, and on the filter conditions.
--If the display is for case records and filtering by the owner field, then assign is sufficient.
--If the display is showing queue items and filtering by the work by field, then you need to take other means to change the work by field value.
========Just as an addition==========
In fact, there is another action called push if you used unified routing, which is the counterpart of Pick.
If you are interested in it, you can refer to the following link for more details:
https://learn.microsoft.com/en-us/dynamics365/customer-service/create-workstreams?tabs=customerserviceadmincenter
Thank you for the explanation.
Thank you Leah for the detailed information. It is very interresting to know this possibility. All though, we use personnalized routing for our cases, so I won't change anything in our environment since I am not the IT specialist and wouldn't want to deprogram anything.
I will keep this information for futur needs.
Thank you for your time.
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