There is no single Case Checkout setting. You enable the behavior either by giving reps a Queue list view with an Accept button, or by routing Cases through Omni-Channel. Here is the common path for both, starting from a Queue.
- Create a Case Queue
In Setup, open Queues and click New. Add a label and name, choose Case as the supported object, and add the reps or roles who should pull from this Queue as members. Membership is what lets a rep take ownership later.
- Route new Cases into the Queue
Use case assignment rules, Email-to-Case, or Web-to-Case so new Cases land in the Queue with the Queue as Owner. You can also let agents assign a Case to the Queue manually when editing it.
- Set up the Accept button for manual checkout
Build a Case list view filtered by Owner set to the Queue. When the list shows Queue-owned records, Salesforce adds the Accept button, which lets a member claim a Case and become its Owner in one click.
- Or enable Omni-Channel for automated checkout
Turn on Omni-Channel, create presence statuses and a presence configuration with capacity, and build a routing configuration that sends the Queue work to available reps. Reps then accept routed Cases from the Omni-Channel widget.
- Add a Return to Queue path
Give reps a Change Owner quick action or button on the Case so they can reassign a Case back to the Queue when it needs a different rep. This keeps misrouted Cases moving instead of stuck.
The Accept button only appears when the list view is filtered by a Queue in the Filter by Owner section. Without that filter, reps see no way to claim Cases.
A rep must be a Queue member, sit higher in the role or territory hierarchy, or rely on Public Read/Write/Transfer sharing to take ownership of a Case.
Presence statuses control which work a rep can accept, and capacity limits how many items route to them at once. Tune capacity to real average handle time.
Choose how unaccepted work reroutes, such as Least Active or Most Available, so a declined or timed-out Case moves to the next available rep.
- The Accept button is missing if the list view is not filtered by a Queue owner, or if the rep lacks the access to take ownership.
- Manual Accept invites cherry-picking and race conditions at high volume; prefer Omni-Channel once a Queue gets busy.
- Custom checkout that updates Owner without checking the current value, or without firing record-change events, can allow double claims and silence downstream automation.
- Default Omni-Channel capacity rarely matches real workload, so reps end up overloaded or idle until you tune it.