We currently use Email-to-case in our org and are wondering if we can use skills based routing in conjunction with email-to-case. Does anyone have experience with this? What info do I need to get skills based routing setup up with email-to-case?
#Email-to-case #Understand Skills-Based Routing #Omni Channel #Service Cloud
3 Antworten
Hi Chelsey,
Here's my understanding,
We enable skills based routing for Omnichannel. it essentially deals with Omnichannel itself, and then assign cases/work to respective user/queue accordingly. I don't think Skill based routing can be applied when using Email-to-case.
