3 answers
Hi Rasan, Skill based routing exists only Lightning.
Refer the salesforce help document - https://help.salesforce.com/s/articleView?id=sf.omnichannel_skills_based_routing_setup.htm&type=5
Available in: Lightning Experience
#Understand Skills-Based Routing0 discussing
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In my service cloud org, I have configured omnichannel to route live chats to the correct people, using skills-based routing and assigned via service resourcing. We have two locations, Mauritius and UK, and 90% of our chats should route to the Mauritius location, with the remainder routing to our UK staff. I have previously been told about Omni Channel Flows to route a chat to the correct staff/location, rather than using skill-based routing. Does anyone have knowledge of this and how it can be achieved?
I've been looking for a trailhead to work on but it doesn't seem that obvious to find #Omni Channel #Live Chat #Understand Skills-Based Routing #Flow #Flows
6 answers
@Paul Fores - It's been a while since I looked into it too carefully, but when we implemented Chat w/ Omni-Channel routing, the support for skills-based routing was pretty poor. The only option we found for switching required skills based on pre-chat form selections was to use Direct-to-Button routing in the chat deployment (See link below). There are a couple of significant downsides to this approach specifically: you will need to define a button in Salesforce for each set of skills you want to target, and the status of the button in your deployment is based exclusively on the availability of agents assigned to the default button.
Dear All,
I enabled Omni-channel, and configured the Routing Configuration to assign cases to a SecondLine Queue when Skills are "English, German, Yellow bricks ..."
I also created a Skills-based Routing Rules creating the Skills Mapping between the values of the Case fields and the Skills.
When a case.language = English and case.productType = Yellow, I would like to see the case moved to the SecondLine case queue, but this is not happening and I cannot figure out why.
Any suggestion?
Thank you,
#Omni Channel #Understand Skills-Based Routing #Service Cloud
3 answers
Hi Giancarlo Amati ,
Skill based routing is used to route the workItem to user who has the necessary skills to work on that workItem.
It can't be used for assigning the cases to a particular queue.
The default skills that you have mentioned in the Routing configuration make those skills as the primary skills needs for the cases assigned to that queue.
Skill based routing rules will add on the skills based on the criteria mentioned in the rules in addition to the default skills of routing configuration.
If you need cases to be assigned to a queue based on the picklist values, use triggers/Process builder to update the owner to that queue.
Regards
Vinay Badakannavar
We currently use Email-to-case in our org and are wondering if we can use skills based routing in conjunction with email-to-case. Does anyone have experience with this? What info do I need to get skills based routing setup up with email-to-case?
#Email-to-case #Understand Skills-Based Routing #Omni Channel #Service Cloud
3 answers
Hi Chelsey,
Here's my understanding,
We enable skills based routing for Omnichannel. it essentially deals with Omnichannel itself, and then assign cases/work to respective user/queue accordingly. I don't think Skill based routing can be applied when using Email-to-case.
Hello,
I'm using skills based routing and the new Flow Beta component for one of my Chat instances.
The Chat Button/Automated Invitation record for this Chat instance has a linked queue with a max capacity allowing for 2 waiting chats. Checking Omni Supervisor > Skills Backlog tab it seems I have 36 waiting.
This seems incorrect.
Unless I'm missing some config somewhere (a very real option for Chat!!!!) this would seem to either be a defect in Skills Based Routing or there is no way to limit skills backlogs. Has anyone come across this before.
Cheers
1 answer
Apparently and I'll quote this from Salesforce Support. "I just want to inform you that We don't have a feature in Salesforce where we can set a limit for skills backlog. As long as there are agents online it will continue to route those chats to those users." Would have useful to have that in the doco. Anyway hopefully this helps someone.
Hi, I am trying to find the full module on Skill Based Routing. I have completed this Module. However, this is not a full module on Skill Based Routing. Somehow, I cannot find it anywhere under Trailhead. I appreciate any pointer to that. Thank you, Mit
#Trailhead Challenges #Routing Configuration #Agent Routing #Understand Skills-Based Routing #Omni-Channel #Omni Channel #Service Cloud #Automation
1 answer
Khyati Mehta (InfinySkills) 
Forum Ambassador
Hi,
Unfortunately, I see no detailed modules on routing in Trailhead.
But, I will be taking a detailed session on the same on July 3rd, 6PM IST. In case, you are interested in joining the session, here is the link :https://trailblazercommunitygroups.com/events/details/salesforce-salesforce-developer-group-bhubaneswar-india-presents-introduction-to-omni-channelservice-cloud/
Would love to see you there!!
I'm working in the Trailhead, "Omni-Channel for Lightning Experience". Specifically I'm on "Understand Skills-Base Routing".
I have followed the directions, but there is an issue with this Trailhead. In the section called "Set Up Skills-Based Routing", there are some steps. Step #10 asks you to edit the Service Resource Layout. And while my object does exist, the Layout was never created.
That's the first issue. No problem. I'll create the page layout; which I do, adding the fields Name, Resource Type, Active, and User. I save the layout and assign it to my profile, System Administrator.
In the next section, Create Service Resources for Agents, I launch the Service Resources object and click New.
I add myself (who is system admin), save the record and am immediately greeted with this error:
Unfortunately, there was a problem. Please try again. If the problem continues, get in touch with your administrator with the error ID shown here and any other related details. Error ID: 319840274-32622 (-324617948)
Previously, under a different trailhead playground, I tried to add a user who has the Custom: Support Profile, but kept getting an error saying the user wasn't a Chat user; but none of the instructions in the previous lessons for this particular Trailhead ever mention anything about assigning or making a non System Admin a Chat user....
Seems this section could use some clean up for those trying to follow along. Luckily for this one trailhead, I don't have to pass anything except a quiz...but I haven't looked at what follows and whether it expects you to have completed what's described.
Have I missed something?