Assigning tasks to users

Improve business process efficiency by assigning tasks to appropriate individuals or groups of individuals. For example, you can create a task for a CSR to follow up with a customer, and then route that assignment to the CSR work queue.

1. In the navigation pane of Dev Studio, click Case types, and then click the case type that you want to open.
2. On the Workflow tab, click Life cycle.
3. In the Case life cycle section, select a task that you want to route.
4. In the properties panel, in the Step section, in the Route to list, identify the user or team that performs the task:
   • To assign the task to the user who last updated the case, select Current user.
   • To assign the task to another user in your application, select Specific user, and then configure the user parameters.

     You can assign the task to a user by user name, a user by user reference, the reporting manager of the user who last updated the case, or a case participant.

   • To assign the task to a team that shares a work queue, select Work queue, and then select a team.
   • To assign the task to a worklist or a team that shares a work queue, select Custom, and then configure the team or worklist parameters.
   • To automatically assign the task to a user with the appropriate availability, skill set, or workload, select Use business logic, and then click the Configure business logic icon.

     For more information about configuring business-based routing, see Assigning users automatically at run time.

5. Click Save.