I’m quite confused about how Case Assignment Rules and Skills-Based Routing in Omnichannel work together, or when using only queue-based Omnichannel. I’m really confused. I don’t know how the process actually runs. In which cases can both Assignment Rules and Omnichannel be used? And in which cases is it sufficient to use only Omnichannel? or when is not necessary to use Omnichannel? @Salesforce Administrators & Developers @APAC Architects
Hi @Rakshitha N
, thanks for your comments, but I would need more details to understand when, in which scenarios does it make sense to use what. AI gave me the same answer as you, that is why I better posted this question here hoping to find out how it really works.
What is the sense of using assignment rules if not only omnichannel, when does it make sense to use flows, as there is the possibility to use omnichannel flows, etc.
