I have implemented Omni-Channel Skill Based routing and using an Apex Class to route Cases as per skills. I have a problem with one scenario. Is it even possible to re-route the cases based on any field value changes. Case Record Type is considered as skill for the skills in omni-channel.
Scenario -
When a case is created, it gets assigned to an agent based on the skills and availability - This works fine.
When status of a case is changed to On-Hold I am assigning the Case to the System User to be picked up later when when the case is resubmitted or so.
Now I want that if a user re submits the Case and status is changed to New or the Case Record Type is changed, Omni-Channel should re-evaluate because the skill has changed and should route the case again to the correct agent.
I'm pushing the Case through the whole routing logic whenever record type changes, but don't think it is so straight forward. So no changes happen on the Case and the Case isn't re-assigned.
Any input is appreciated. Thanks
Hi @Martina Nelson,
You can use a record trigger or auto-launched flow on the case based on the status change for resubmission of a case then use omnichannel flow as a sub-flow to reroute the case.
Route Work Items to Skills
https://help.salesforce.com/s/articleView?id=sf.omnichannel_route_using_skills.htm&type=5
