Deliver Most Recently Used Suggestions for Service Center Assigned To and Queue Fields

You can now quickly select users in the Assigned To field using a list of your most frequently used (MRU) assignees. This enhancement shows your top-used options at the top of the picker so you can assign records faster.

Assigned To Showing Most Recently Used Suggestions

Similarly, you can also select a queue value in the Queue field using a list of your most frequently use (MRU) queues. 

Queue Showing Most Recently Used Suggestioons

• Speeds up the assignment process by reducing search time.
• Helps customer service representatives work more efficiently, especially with recurring assignments.
• Improves accuracy by highlighting familiar and trusted users.

Steps to enable and configure

You don't need to do anything to enable this feature.

Tips and considerations

The MRU for the Assigned To field is also supported in the following screens:

• Create Service Request
• Service Request Expanded Details Panel
• Update Assigned To smart action from the Service Request Action Bar.