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The purpose of Advanced Task Assignment is to provide an additional layer of filtering to assign work items. Thus, users receive the WI due to SLA (Service-Level Agreement) with proper skills to complete the work item, which is specifically set by the business preferences.

The system can accomplish the advanced-task filtering by changing the behavior of the Get From Pool button on the Dashboard. When a user clicks the Get From Pool button, the system compares the user's list of held skills against the skill assignment of the top queued work items. Then, if there is a match, the system assigns the Work Item, with the highest priority and soonest SLA to the user.

The Skill Priority Pyramid


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