1. 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
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2. 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
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3. 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
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4. 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
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5. 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
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6. 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.
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7. 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
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8. 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