When working in Customer Service Hub, users commonly use queues and queue‑based views (built on Queue Items) to manage Emails, Cases, and other work items. Currently, when selecting a record via the Record Set Navigator from a queue‑based view, the system opens the Queue Item record rather than navigating directly to the underlying record (such as the Email or Case).

While this behavior is technically by design due to the queue architecture, it can be confusing for end users and disrupt common support workflows, especially for agents who expect to navigate directly to the Email or Case content.

Current Behavior

• Queue and personal views built on Queue Items cause the Record Set Navigator to open the Queue Item form.
• Users must take additional steps or switch views to access the actual Email or Case.
• This behavior is consistent across environments and not environment‑specific.

Expected / Desired Behavior

Provide more flexibility or clarity for Record Set Navigator navigation, such as:

• An option to allow Record Set Navigator to open the underlying target record (Email, Case, etc.) even when using Queue Item–based views, or
• A configurable setting or view‑level option that controls whether navigation opens the Queue Item or the underlying record.

Business Impact

• Adds confusion for agents, particularly those unfamiliar with Queue Item architecture.
• Introduces extra clicks and context switching during high‑volume support scenarios.
• Impacts productivity and user experience in Customer Service Hub.

Workarounds

• Use All Items view instead of queue‑based views.
• Create custom views that open Email or Case records directly.

While these workarounds function, they reduce the effectiveness of queue‑based workflows and are not always practical for customer service teams.

Value of This Enhancement

• Improves usability and user experience for Customer Service agents.
• Reduces training overhead related to queue behavior.
• Makes Record Set Navigator behavior more intuitive and aligned with user expectations.