[Applies to: Microsoft Dynamics CRM 4.0]

Assign a case to a user or queue

Can I do this task?

After a case is created, it can be assigned to another user or to a queue. After accepting a case, the assigned user can continue working with the customer.

1. In the Navigation Pane, click Service, and then click Cases.
2. In the list of cases, select the case you want to assign.

   Or, select multiple records

   • Select several records by pressing the CTRL key while you click each record.
   • Select a sequence of records by clicking the first record that you want, and then press the SHIFT key while you select the last record that you want.
   • Select all records on the page by selecting the Select/clear all records on this page check box at the top of the list.

     By default, the Microsoft Dynamics CRM Online Web application displays 50 records per page. You can increase the number of records displayed and thereby increase the number of records you can select at one time. To display up to a maximum of 250 records per page:

     1. On the Tools menu, click Options.
     2. On the General tab, in the Records Per Page list, select the number of records to display per page.
     3. Click OK.

     This changes the number of items that is displayed for all lists, which may slow response time when you switch record types. Therefore, you might want to set it back to a smaller number when you are done with this bulk action.

3. On the Actions toolbar, click the Assign button .
4. In the Assign to Queue or User dialog box, to assign the case to another user or queue, select Assign to another user or queue.

   Then to select a record, click the Lookup button .

5. Click OK.

Note

After a case is assigned to a queue, it is displayed in the Queues area. If it was assigned to a user, it will appear in his or her Assigned area. An assigned case belongs to the user who created it until it is accepted by another user.