I've tried to understand how Email to Case, Case Assignement Rules and Omnichannel routing are operating together. Each individual item has a perfect understandable description, but how do those interact? Is there any high level overview available which is explaning how these functions interact or how E-Mails, cases are routed through this chain? If there is one at all...
Thanks,
Thomas
답변 1개
Hi Thomas,
Hope the article and screenshot below provide what you need.
https://help.salesforce.com/articleView?id=omnichannel_routing.htm&type=5
Hope this helps.
