Question

The support manager at Cloudy Consulting wants to speed up complex cases by consistently adding the same group of people—a senior engineer, a QA specialist, and a customer success rep—to certain high-priority cases with the correct access each time. She wants agents to add all of them in one action rather than adding each person individually. What should the administrator configure?

Accepted Answer

Create a predefined case team containing the three roles, then have agents add the predefined team to the case

Answer

Create a public group with the three users and share the case using a criteria-based sharing rule

Answer

Create a queue containing the three users and route the high-priority cases to that queue

Answer

Add the three users to a case escalation rule that fires when priority is set to High