Rule-based queue assignment
Financial Institutions or banks have multiple business units or departments, and the configured products offered are the same across all business units. The officials working on the application during the underwriting stage vary based on the loan size, products, and so on. When an application moves from one stage to another, it is assigned to a queue based on the configuration of the application process.
A queue is a group of users who are responsible for the completion of all the tasks of a stage. It is a standard Salesforce object that helps teams manage leads, orders, cases, service contracts, and custom objects. Queues are configured if you want to add them as the department members.
With the Lithium release of Q2 Origination, you can configure rules that determine the queue to which an application should be routed for action, at a specific workflow stage. This allows effective workflow management across all the stages of an application. The defined rules are configured to route the queue based on the application attributes to other queues or departments.
For instance, if there is a queue named Application Queue, with two users as owner1, and owner2. If owner2 is currently assigned a task and there are ten tasks in the queue. If owner2 accepts all the tasks, owner1 has no access to those tasks. Owner1 can access the tasks only if owner2 moves the tasks back to the queue.
When an application moves to a workflow stage, all the associated tasks are assigned to the queue configured for that department or stage. For example, if at a workflow stage, the application is assigned to the Application Queue, all the tasks configured for the queue will be generated and assigned to the Application Queue.
However, with the Winter'22 release, the tasks can be configured to be assigned to specific queues irrespective of the queue configured for the workflow stage or department.
Configure Queue Setup
Prerequisites
None.
Steps
Perform the following steps to configure the Queue Setup:
Log in to your Salesforce account.
Select the
, and then select Setup.
In the Quick Find box, search for queue, and then select it.
On the Queues page, select New.
In the Queue Name and Email Address section, provide the following required details:
Label
Queue Name
Queue Email
Note:You can also select to send email to members.
In the Supported Objects section, select the objects from Available Objects list that needs to be assigned to the queue, and add to Selected Objects.
Individual records for those objects can then be owned by this queue.
Note:To configure the queue for tasks, in addition to the object that needs to be assigned to the queue, you must select the Task object.
To add members to the queue, select a type of member, then choose the group, role, or user from the Available Membersand move them to the Selected Members.
In the Queue Members section, from Available Members list, select the members that need to be assigned, and add those to Selected Members list.
Note:If the sharing model for all objects in the Queue is Public Read/Write/Transfer, you do not need to assign users to the queue, as all the users already have access to the records for those objects.
Select Save.
Define Rule Based Queue Assignment
Prerequisites
The following is the prerequisite to define the rule-based queue assignment:
The queue setup is configured.
Steps
Perform the following steps to define a rule-based queue assignment:
Log in to your Salesforce account.
Select the
App Launcher .
Search for Q2 Origination, and then select it.
Go to Origination Configuration > Department.
The list of departments is displayed.
To create a new department:
Select New.
Provide the Department name.
Select Save.
To create new department members:
Select New.
Select the queues from Select Queues in Department.
Select the roles from Select Roles in Department.
Note:One of the queues has to be selected as Default if there are more than one defined queue. For example, In the following image, Queue1 is selected as Default.
Select and then select the Department Member Name.
To add a new rule:
Select Add New Rule.
The rule defines the application attributes set for Department Members.
You can also make changes to the defined rule in the Rule Section.
In the Criteria Details section, provide the following details:
Field Name Information Rule name The name of the rule being defined. This rule validates the presence or absence of a requirement.
Note:You can define ten criteria per rule.
Object The object for which the rule is created. This must be an Application. When an application is evaluated, theObject Type value of the application allows creating a filter on its related objects. Sequence The sequence number of the defined criteria associated with the rule. Related Object The object on which the rule is defined. Field Name The field or attribute of the object that is being measured or evaluated through the evaluation rule. Lookup Object Field Name
The value of the lookup object selected in the Field Name field.
Operator The operator value used to define the criteria for evaluating the value. For example, >, =, <=, or BETWEEN. Value The value used to set an operator. This value is evaluated or matched while defining the criteria.
Evaluation Rule The Evaluation Rule defines how the criteria should be evaluated in order to determine whether the defined rule is qualified for an application object. This can be achieved using the evaluation expression. In the case of multiple criteria, the evaluation rule allows you to combine multiple criteria and run on the application object. The evaluation expression can use the AND, OR, ( and ) operators to specify the evaluation rule.
In the Evaluation Criteria section, define the evaluation expression for the defined criteria.
Select Save.