Glossary:Priority

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Priority, priority
The urgency of a case on a scale from 0 to 100. The higher the priority, the more important addressing the open work item is. Case priority depends on the time that has passed since the case was created, and manual or automatic adjustments that you can introduce to make some cases more urgent than others. For example, a credit card company may assign higher starting priority to cases that deal with reporting stolen credit cards. Consequently, these cases are handled first.

Managing case priority helps you ensure that your team works on what is most important to your business, and improves efficiency and resource allocation.