Mass Re-Assignment Report displays the open cases by any filter criteria Select the one or more cases you want to re-assign Reassign There are a couple of methods of reassigning, including: Method 1: Right Click – Assign Method 2: Right Click – Multi Edit Workspace, Assign Method 3: Dashboard/Run Report, Launch Multi-Edit Workspace, Assign, Save All of the selected case records are updated with the new assignment Oracle Confidential

Mass Re-Assignment The Re-Assignment is the same method used to mass change any one or more fields on one or more cases It is not limited to re-assignment, it can be one or more fields And respective workflow will fire (e.g close case in mass change then workflow sends survey) Making this a much more powerful tool for mass change Oracle Confidential

Method 1 – Right-Click Assign Use any report list you want with any number of columns and filters In this example, drill on Benefit COE queue to see list of Cases in that queue Oracle Confidential

Method 1 – Right-Click Assign Select one or more cases (SHIFT or CNTRL keys) Right-Click, Select Assign Case Select the person or group, select OK Oracle Confidential

Method 2 – Right-Click Multi-Edit Workspace Use any report list you want with any number of columns and filters Select one or more cases (SHIFT or CNTRL keys) Right-Click Open Case Oracle Confidential

Method 2 – Right-Click Multi-Edit Workspace Select new Assigned, Save This Approach allows you to change one or more fields for all the cases at once (e.g. Assignment, Queue, Category, Status, Severity, note, …) (any field you add to the multichannel workspace). Great method to add a note/comment to multiple cases at once. Oracle Confidential

Method 3 – Dashboard Create Dashboard with your tailored Case Load reports and include filters at the top to easily tweak the list of selected cases to re-assign. Select one or more cases (SHIFT or CNTRL keys) Right-Click Open Case Oracle Confidential

Method 3 – Right-Click Multi-Edit Workspace Select new Assigned, Save This Approach allows you to change one or more fields for all the cases at once (e.g. Assignment, Queue, Category, Status, Severity, note, …) (any field you add to the multichannel workspace). Great method to add a note/comment to multiple cases at once. Oracle Confidential