How can agents handle multiple cases simultaneously in Salesforce AgentBlazer?

Using the case queue feature in Salesforce AgentBlazer allows agents to manage multiple cases at once efficiently. A case queue is a shared location where cases can be gathered based on specific criteria, making it easier for agents to prioritize their work based on urgency or specific customer needs.

When cases are in a queue, agents can easily receive notification of new cases and can select from those available to work on according to their workload and prioritization. This not only improves efficiency but also enhances the availability of agents to address various customer issues simultaneously, ensuring that no single case is neglected and that all client concerns are handled in a timely manner.

In contrast, other methods such as addressing one case at a time or relying on manager assistance for distributing cases would not support the goal of simultaneously managing multiple cases. Prioritizing based on client names might help in certain contexts but would not provide the same systematic approach as utilizing a queue, which is specifically designed for handling multiple cases in a structured way.