Attributes-Based Queues

Attributes-based queues allow you to set up rules that determine how tasks are assigned.

1. A user creates a manual task and indicates a corresponding manual queue.
2. For the given manual queue, the user sets the Queue type to Attributes-Based. For steps about defining a manual queue, see Configure Manual Queue Assignment Rules.
   

   Note If you don't have the option to select Attributes-Based, then you must add it as a picklist item. See Update the Priority Queue Picklist Values
3. On the same Manual queue, the user creates one or many assignment rules. Every assignment rule has a priority, with 0 being the highest priority. A condition is specified if needed.
4. For every assignment rule, the user specifies a Destination queue or Destination user. For a Destination queue, a user can repeat the previous steps because the algorithm is recursive.