I'm curious about users' experience with the case assignment process in Dynamics. We are in the implementation stage and cannot get a clear picture of the recommended process flow for case assignment.
Assume that a case has been created and has been assigned to a Support Queue. The agent works the case and decides it needs additional work by someone on a different Team. Should the agent Assign it to the other Team - which changes the ownership of the case? Or retain ownership and move it into the other team's queue? Or should he do both?