Assignment Rules for Adding Collaborators to a Case

[MollyMoney]

Hello, 

Is it possible to apply assignment rules when adding a collaborator to a case? For example, if I'm working on a Payroll case and need to add a collaborator from a different group/business area, I am likely to pick the person I know best and will typically always pick that person. Others on my team may also pick that person. However, that person can't handle the workload of being a collaborator for everyone and their leadership want's some control over who is selected from their team. Can assignment logic be applied in this type of scenario similar to how cases are assigned based on groups and skills? 

[Susan Britt · Accepted solution]

Hi Molly,

There isn't anything OOB for this.  Generally speaking, collaborators is more about an internal process of true collaboration and probably someone you've already talked to.  It isn't necessarily an escalation.  

[CarltonPink]

Hi Susan,

We have a similar situation where we want an assignment group added vs an individual who we will collaborate to resolve the case. Is there any other options to achieve this maybe another field etc? Please note the team has various members in their group that specialize in certain areas and we dont want the collaborator to be just one person but for the group to review the case and assign to the right individual