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.
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.