I could not find any information about this behavior. Is this possible per standard in Salesforce or a flow is needed for that?. In which cases is it recommended the use of both routing possibilities?. How is the configuration if this is also possible per standard? (high level explanatipn). @Salesforce Administrators & Developers @* Service Cloud Voice *
답변 5개
Queue based and skill based can work in parallel, However the priority of routing will be given to the workitems with Skills.
Assume queue based is like assigning only one skill.
