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
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
