You can assign a task to a user who is processing a case. By routing assignments to users with different roles, skill sets, and other criteria that you define, you can ensure that your case is worked on by a variety of resources as it moves through the life cycle.
To save time, review the existing forms for tasks in your application, because you must build a form for every new assignment that you create.
For more information about reusing forms, see: Assigning an existing task to a user.
In the Explorer panel, click Cases, and then click the case type that you want to open.
On the Workflow tab, click Life cycle.
Hover over a process in a stage and then click + Step.
In the palette that is displayed, click Collect information.
In the text field that is displayed, enter a unique name that describes the task.
In the Instructions field, enter a field value that describes the purpose of the task.
Identify the user or team who performs the assignment.
To use logic that dynamically identifies a user or team, use custom routing options.
For more information, see Choosing an assignee at run time.
In the Route to list, select Specific user.
In the autocomplete field that is displayed, press the Down Arrow key and select the name of a user.
In the Route to list, select Work queue.
In the autocomplete field that is displayed, press the Down Arrow key and select the name of a work queue.
Define the fields on the form that is displayed when the user performs the task.
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