Assignment rules and queue configuration are two options that should be used to help the support team work on some of UC's cases. Assignment rules can be used to automatically assign cases to a queue based on certain criteria, such as case origin or priority. Queue configuration can be used to add Case as an available object to the existing queue and specify which users or groups can access the queue. Reference: https://help.salesforce.com/s/articleView?id=sf.case_assignment_rules.htm&type=5 https://help.salesforce.com/s/articleView?id=sf.customize_queues.htm&type=5