Share and Change Ownership of Engagement Interactions

If an engagement interaction you are attending to is better handled by another CSR or CCA, change ownership of the engagement interaction. If you need inputs on an engagement interaction from another CSR or CCA, share the engagement interaction.

1. To share an engagement interaction:
   1. Click the drop-down arrow to access the Quick Action menu for an engagement interaction record.
   2. Click Sharing.
   3. If you want to share the record with another user, enter the user’s name in the Search field.
   4. If you want to share the record with a public group, role, or role and subordinates, select Public Group, Role, or Role and Subordinates using the dropdown menu and then enter a name in the Search field.
   5. Select the engagement interaction access level.
      

      Note If your admin has set Public Read Only access for the org, then you will see an error message upon selecting Read Only.
   6. Click Save.
2. To change the ownership of an engagement interaction record:
   1. Click the drop-down arrow to access the Quick Action menu for an engagement interaction record.
   2. Click Change Owner.
   3. If you want to change the owner to another user, enter the user’s name in the Search field.
   4. If you want to change the owner to a queue, select Queues using the dropdown menu and search.
      

      Note You can change the owner to a queue only if your admin has enabled queues.
   5. To notify the user or the queue, select Send notification email.
   6. Click Submit.