How You Define Queue Assignment Rules
You can use assignment rules to automatically assign to queues when the are created or updated. And these assignment rules can be run on a schedule.
are treated as work objects and queues are treated as candidate objects. You can define your rules to select the best candidate (queue) for each work object .
assignment rules are defined using rule-based assignment. Territory-based assignment doesn't apply to .
Defining assignment rules requires some forethought. Consider the following before you define these rules:
-
The attributes of queues that you want to use as criteria for your rule assignments.
-
The attributes of that you want to use as criteria for your rule assignments.
-
The rule sets you want to create.
-
The rules to include in each rule set.
You must define queue candidate objects before you start defining rules for assignment objects.