hello
can someone please help me understand the difference between adding a case to a queue by using the 'add to queue' or assigning a case to a team which then puts it in the team queue for them to pick up (currently we use the later option) but I am unclear on the pros and cons of both options
I have read lots of MS articles but nothing is really clear
any advice would be great , thank you
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great thank you
I saw the ownership changing but I thought there may be more to it
but that's fine great thanks
When you are adding a case to a queue - the ownership of the case does not change. So for example Sales Team A can be the owner of the Case and it can be routed or added to a Service Team B queue. So you would use the add to queue to manually route or move the case to different service or support queue maintaining the ownership as same.
When you are assigning a case to a Team - This changes the ownership of the case.
And it also routes the Case to the Teams Queue.
So if you want the Case to be owned by a different Team you would assign the Case to the Team or individual.
Hope this is clear.
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