Using External Routing solution with Salesforce

Using External Routing solution with Salesforce

ByNico

External routing allows you to use your existing communication platform with Salesforce Omni-channel.  In a ‘pure’ implementation, Salesforce decides which agent should answer an incoming work item.  When you prefer using the decision engine of your existing unified communication platform, External Routing allows you to do so. Why External Routing? Salesforce Omnichannel routing allows to…

Configuring Skills-based routing in Salesforce

Configuring Skills-based routing in Salesforce

ByNico

As mentioned in our previous article, Salesforce Skills-based routing may get used to route incoming – non-voice – questions to the best-skilled agent.  Based on the data available with the incoming question, a match may get made with the skills of the available agents.  And so, Salesforce will push the question to the agent that…