Agents can be organized into different Teams to help them focus on certain types of issues. Each team can have different kinds of assignments and other automations specific to them. You can restrict agents in a Team so they can see only the cases assigned to their team. This reduces clutter and let them work efficiently. 


Steps to configure

  1. On the top right, navigate to 
     → ServiceJourney
  2. On the left, navigate to 
     → Setup
  3. Navigate to Internal Teams → Teams
  4. Select the row with the Team that you want to manage
  5. Click on the Add/Remove Case Workers button
  6. Move the members as needed

  7. Click Done