Assigning a Primary Topic to Service Center Employees as a manager

As a manager, you can assign a Primary Topic to Service Center Employees. When you assign a Primary Topic to a case agent, the highest priority cases related to the topic are automatically assigned by the system when users click Get Case.

If you don't configure a primary topic for an employee, you can still assign one when you're preplanning a shift for them.

  1. Select Shifts.
  2. Click the Primary Topics tab.
  3. Select an employee.
  4. In the Primary Topic column, select a primary topic to assign to the employee.
  5. Click Save.