Default Required Skills in Dynamic Skills-based Routing

Default Required Skills in Dynamic Skills-based Routing

With Skills-based routing in Salesforce, you have the ability to dynamically select the best-placed support agent, to answer an incoming question.  But there may be situations where you want to have one or two required skills.  These skills should always be met. Next to other skills, where you may want to reduce their importance if…

Using External Routing solution with Salesforce

Using External Routing solution with Salesforce

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

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…

Why Skills-based routing
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Why Skills-based routing

Skills-based routing is available now for some time in Salesforce.  But, why would you want to make use of it? As a starter, the Salesforce Skills-based routing rules may get used for non-voice channels.  Next to Custom Objects, the following out-of-the-box objects may get used: Cases Leads Orders Messages Chats Incoming or outgoing telephone calls…