About Queue Groups

Use Queue Groups to prevent records from being placed in more than one Queue at the same time when Users have multiple Queues. If the record is assigned to one of the Queues in the group, it will automatically be removed from any other Queue in the group; however, the record can still be placed on other Queues that are not members of the group.

The following figure shows a Queue Group created for the 2nd Level Queue and New Request Queue, which are both associated with the Incident Business Object. Since an Incident could be added to either Queue based on the specified fields within the record, the Queue Group prevents the record from being placed in both the 2nd Level Queue and the New Request Queue.

CSM provides an OOTB Queue Group. Use this Queue Group as-is, edit it, or create your own using the Queue Group Manager.