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Attributes-Based Queues

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

Here's a typical workflow for creating an Attribute-Based manual queue with assignment rules:

  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
    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.