A Queue is a mechanism for routing issues to a particular person or group so the most qualified person can start working on the issue right away. Use Queues to inform Users, Teams, or the entire organization about what to complete by placing all their assigned records in a defined location. Queues are especially beneficial for large organizations (75 to 100 Users) because they efficiently organize multiple records.
CSM allows you to create and define the following types of Queues:
Use the CSM Desktop Client Queue pane and the CSM Desktop Client menu bar to access common Queue functionality.
CSM provides several OOTB Queues. Use these Queues as-is, edit them, or create your own using the Queue Manager.