Question

You pick a case from a queue.

You determine that you cannot resolve the case, and plan to release the case back to the queue. What effect does releasing the case to the queue have on record ownership?
A. Ownership remains unchanged.
B. Ownership is assigned based on the current routing rule.
C. Ownership is reverted to the previous owner.
D. Ownership of the record is assigned to the queue owner.

Answer 1

Releasing a case back to the queue typically results in the ownership remaining unchanged or being reassigned based on the current routing rules. Options such as reverting to the previous owner or assigning to the queue owner are less common and dependent on specific system settings.

Step-by-step explanation:

When you release a case back to the queue, the effect on record ownership depends on the specific system or platform's configuration. In general, the ownership might remain unchanged, be assigned to the queue, or be dynamically reassigned according to routing rules. However, the most typical outcomes are either:

• Ownership remains unchanged (Option A), meaning the case will still be listed under your name or the name of whoever owned it before, or;
• Ownership is assigned based on the current routing rule (Option B), which means that when the case is returned to the queue, the system automatically assigns it to whoever is next in line based on pre-defined criteria set up in the system's routing rules.

Releasing the case to the queue would not usually revert ownership to the previous owner (Option C) or assign it to the queue owner (Option D) unless those are explicit rules set within the case management system.