Assign Work Based on Field Data Using Attribute-Based Routing (Beta)

Direct work to the right agents with attribute-based routing. Use the fields of incoming records to assign work to the most capable, available agents. Fine-tune your routing solution so that incoming service requests are grouped according to your business needs. Attribute-based routing works with cases, leads, orders, and custom objects. To participate in this closed beta, contact Salesforce support.
Note

Note

As a beta feature, attribute-based routing is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.

Where: This feature applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.

Why: You can specify which fields and field values to use as routing criteria.

Set up attribute-based routing