Marking Employees as Support Reps
To include employees in Assigned To fields on case records, you must check the Support Rep box on the employee record for each rep.
Note:
Only those with roles that include Edit or Full Employees permission can edit employee records to designate support reps.
To mark an employee as a support rep:
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Go to Lists > Employees > Employees.
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Click Edit next to the employee you want to mark as a support rep.
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On the employee record, click the Human Resources subtab.
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Under Job Information, check the Support Rep box.
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Click Save.
Employees who are marked as support reps appear in the Support Rep or Assigned To fields on:
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Case records
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Support territories
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Escalation assignments
Additionally, employees marked as support reps are included on customer support reports and report snapshots.