Hello Community,
We have skills-based case routing set up in our org. As per the following article the PSR is deleted upon accepting a work item through Omni-channel. If this is the case then the SkillRequirement record, which is in master-detail relationship with the PSR on the detail's end, should be deleted along with the PSR. However, after clicking Transfer button in 'My work' tab in the Omni-channel widget, skills that were assigned to the work item are still listed underneath (please see the attached screenshot).
Question: Is this simply an artifact after the SkillRequirement record that has in fact been already deleted or these skills are actually still tied to the work item? It would make little sense either way.
Thank you in advance for any insights.
Best regards,
Krzysztof
PSR is for routing only. Agent work is not deleted and it has the reference.
