The primary person responsible for handling a particular case is specified on the Cases record's General tab. However, in many situations, more than one employee is involved in resolving a case. Therefore, an organization can specify information about other people who are working on a case on the Cases record's Assignees tab.
Follow these steps to add information about other assignees to a case:
- Open the Cases record, if not already opened.
- Select the Assignees tab.
- Click the New icon in the toolbar to open a new Assignees record.
- Enter the name of the employee in the Employee field.
- Select the role for the assignee from the Role drop-down list.
- This list displays records from the Case Roles service. See Case Roles Form for more details.
- In the Role Rank field, specify the employee's rank within the given role for the case.
- An organization can use this field to specify a relative degree of responsibility for an assignment if multiple employees have the same Role for a particular case.
- In the Start Date field, specify the date when the employee was assigned his or her role in the case.
- If applicable, specify an End Date for when the employee's role in this case should end.
- You can also use this field to track when an employee's participation in this case actually ended.
Enter a Description of the employee's assignment for this case.
Note that the Auto Added field is reserved for future use with automatic assignment functionality. When automatic assignment is implemented, this check box can indicate if a particular employee was automatically assigned to the case by the system.
- Click OK to close the Assignees record.
- Repeat the steps above to specify additional assignees if necessary.
- Save the Cases record.