Currently, managers utilizing the Case Flags Switchboard must first define who they want to watch (Users/Queues) before defining what they want to watch (Case Criteria). When I am monitoring high-priority segments (e.g., "Product X" cases), I want to see every flagged case that fits that description, regardless of ownership. The goal is to ensure that no flagged case slips through the cracks simply because it was assigned to an overflow agent or a user not typically on that specific team.

The Problem: The current logic creates operational blind spots. If a case matches the filter criteria but the owner isn't on the pre-defined list, the case is invisible on the Switchboard. To counter this, Admins must currently add every single user in the org to the Switchboard "just in case," which renders the Switchboard cluttered and difficult to read.

Proposed Solution: Modify the Switchboard logic to support a hybrid view:

1. Static Users: Display the core team permanently.
2. Dynamic Users: Automatically display a user row only when they hold a case that matches the Switchboard's specific criteria. This ensures managers see 100% of the relevant work without the visual noise of empty user rows.