We have a requirement to create Issues in Interaction Center that are assigned to a group or queue, not to a specific person responsible. In this way, the Issue can be worked on by any agent that may be responsible for monitoring these issues on any particular day.
Currently in our system, all issues are assigned to a specific person responsible. We don't have any type of queue system in place. Our Call Center agents answering the phones create issues and assign to a specific person.
We currently have CRM 7 EHP0.
Looking for suggestions on how to implement this type of functionality in our version of CRM.
Appreciate any input, thanks.