How can I put the Queue values in alphabetical order or change the order in which they appear in the drop down?
The order of queue values in the drop down is the same as the order they are defined in Customizable Menus.
To adjust this order, please go to Configuration > Application Appearance > Customizable Menus > Incident Queues. There are two arrow buttons - up and down to the right of queue list. You can select a queue and use these buttons to adjust its order. Please remember to save your changes once you have finished.
For further information, refer to the 'Add or edit incident queues' section (path: Core Features > Customizable Menus > Incident queues > Adding and editing incident queues) in online documentation for the version your site is currently on. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.