Hi, I have the same doubt on the Work Groups. The course explains that a Work Group can have more than one Work Queue or Workbasket, but in the Work Queue rule I can only see one "Default Work Queue". How can I add more Work Queues to a single Work Group.
Also, I see that we can add multiple Work Queues in an Operator record directly, in that case why do we need to configure a Work Group for the Cross-functioning of the operator when it can be done on the Operator record directly.
It does depend both on the configuration and the user interface of the user portal. You could design your user portal to show all worklist assignments in one gadget and work queue assignments in another gadget effectively letting the user decide which one to work on first. You could instead design your user interface so that only one gadget is shown with both worklist and work queue items being sorted according to priority (worklist or work queue). Another implementation option is to have a Get next work button so that only one assignment is pulled at a time in order of urgency and is configurable on the operator record. See screen shot. In summary, you get to decide which one takes priority and how they are presented to the user.