Creating a work group and a work queue

A work queue must be associated with a work group. Similarly, a work group must be associated with a work queue. In some situations, you must create both a new work queue and work group that are associated with each other. Follow these steps to create a work group and a work queue, and then associate the work queue with the work group.

1. In the Records Explorer, select Organization > Work Group and click Create to display the Create Work Group form.
2. In the Short description field, enter a description.
3. In the Work Group Name field, enter a work group name. Remember to use the standard naming convention by adding an at symbol (@) and the organization name. In the following example, the Work Group Name is Benefits@TGB.
   
4. Click Create and Open.
5. In the Manager field, on the Work group tab, in the Work Group form, select a work group manager.
6. In the Default work queue field, select a default work queue. In the following example, the work queue is the default for the organization, default@TGB.
   
7. Click Save to create the new work group.
8. In the Default work queue field, in the Work Group form, overwrite the value with the name of the new work queue. Use a naming convention that indicates the record is a work queue. In the following example, the new work queue is BenefitsWB. Later, you enter this name in the Create work queue form.
   
9. Click the crosshairs icon to open the Create work queue form.
10. In the Short description field, enter a description.
11. In the Work queue field, enter the name you entered in the Work Group form.
    
12. Click Create and Open.
13. On the work queue form, on the Work queue tab, select the required organization levels in the Name, Division, and Unit fields.
14. In the Work group field, select the work group you created.
    
15. Click Save to create the new work queue.
16. Return to the Work Group record and click Save to associate the new work queue with the work group.