Overview: Groups

Case activities can be efficiently managed and monitored by creating groups of users who will share specific tasks (such as batch review).

Important: You must have Super Administrator rights to configure and manage clients.

Planning will bring you the greatest success in managing your organization’s workflow. Creating a group includes these major steps:


For greatest efficiency, determine the following information before you begin:

  • Naming conventions for your groups. A maximum of 60 characters is allowed for each group name.

  • The groups you will need, including the following group details:

    • Group’s role (and privileges, if different from those of the role)

    • Users who will be members of each group. Each user can belong to up to 100 groups.

    • Cases that will be assigned to each group


Related pages:

Add a Group

Add Users to Groups or Change Group Membership

Define or Change Group Roles and Privileges

Assign a Group Member Specific Roles and Privileges

Assign Cases to Groups or Change Case Group Assignments

Assign or Change a Group's Case/Group Role and Privileges