Bulk Transferring Cases (Multiple Cases)

This guide will outline how to re-assign multiple Cases to another person or queue. The use case is typically where you are reviewing cases in a queue and want to pull a number of them and transfer to another person or queue. (IE. Product cases in the training queue that need to go to the product queue)

Note: Guide assumes you are using the service console application

Ensure you are on the Case object

While reviewing the list select the checkbox next to cases you wish to transfer

Select change owner

 In the top right of the view you should see a "Change Owner" button. Select this button

Select new owner

 You will need to make a selection if you are transferring to a Queue or an individual. You will not be able to simply search for anyone.

  • If you are transferring it to another user please select: "User" from the drop down
  • If you are transferring to another department you should select "Queues"

Note: Typically you will be transferring to another department or "Queue" instead of to another user directly

Search for the new Case owner

  To complete any search you will need to type at least 3 characters (not including spaces) - the system will them start trying to dynamically offer solutions to locate the record you are looking for. You can always select the hourglass to see a full list.

Note: The dynamic list will only ever show 5 results maximum and will not necessarily show all potential results even if it shows less than 5. Always select the hourglass to see all possible search results

It is important you follow the previous step and make sure you have the right kind of owner selected. If "Users" are selected then your Queues will not appear in the search, likewise if your "Queues" Are selected no users will appear.

00161031 | Salesforce - Google Chrome

Select the new Case owner

Send notification (Optional)

Typically if you are transferring to a queue you will not send a notification and will leave the checkbox unticked. You should only select this if you would like the person to get an email notification of the transfer of the case.

Submit the Transfer

Press "Submit" to complete the transfer to the new owner.

Note: If you transfer to another queue you do not have access to, you not be able to view it any longer

Successful Transfer

 On successful transfer you will briefly see a confirmation message on your screen looking something like this