Profiles and availability

A profile defines personal information and skills, and a range of dates that indicates when users are able to work on assignments. By encouraging your team to maintain accurate profiles and dates for planned absences, you can ensure that cases are quickly resolved in your application.

By default, assignments in a case are routed to the shared work queue of your team or the worklist of a user. You can customize this logic to consider the skill sets and availability of your team. For example, you can route assignments to users who are fluent in French, reroute high priority assignments to the reporting manager of an absent user, or use a decision tree to find the best substitute user.

You or your team manager can update your profile and availability.