Objective:
A Spam Queue has been created in Salesforce to capture spam emails that created cases in Salesforce. The purpose of this KBA will demonstrate users on how to assign spam cases to the spam queue.
1. Under Cases, checked the box in front of the case records identified as Spam. You can select multiple records as needed.
2. After selecting the spam cases, click the Change Owner button located on the top right of the page layout.
3. A window will pop up to prompt you what owner you would like to assign the cases to. Click on the People icon and select Queues icon from the drop down.
4. After the Queues option is selected, enter the word Spam in the search box and find the spam queue from the search result.
5. Select the Spam Queue, and then click Submit. You will see the message on top informing you the owner of the cases have been changed.
6. To review the cases you assigned to the Spam Queue, go to the list of the list views. You can navigate to the Spam Queue list view to review the cases.
Note:
1. Any case assigned to Spam Queue is automatically marked as closed (Status = Close).
2. You cannot update case status to any other status when a case's owner is set to the Spam Queue.
3. To update the case's owner from the Spam Queue, you must provide at least the case category and the (temp) resolution.