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Outsourced Service Provider manager tasks › Agent management › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Assign a case to an OSP agent

As an Outsourced Customer Service external manager, you can assign a case to an agent under your group.

Before you begin

Note: The outsourced customer service external managers [sn_csm_ocs.ext_manager] can perform their designated tasks using the Core UI as workspaces are not currently supported.

Role required: sn_csm_ocs.ext_manager

Procedure

  1. Navigate to All > Outsourced Customer Service > Cases > Unassigned.

  2. Open a case.

  3. Enter the name of the agent in the Assigned to field and select the agent from the list displayed.

    You can also click the Lookup using list icon (

Image omitted: lookup-list.jpg
Lookup using list.\) and select the agent.
**Note:** The **Assignment group** field is pre-populated with the group name. The list of agents belonging to that group is displayed when you lookup.
  1. Click Update.