- From Service Setup, enter Skills-Based Routing Rules in the Quick Find box, then select Skills-Based Routing Rules.
- Click New Skill Mapping Set.
- Provide a name and developer name for the mapping set and select the type of object to be routed. …
- Select the fields to use for routing your cases. …
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What is skill based routing in Salesforce flow?
Skill Based Routing via Salesforce Flow – Khyati Mehta Skills-based routing looks at the skills required to complete a work item and matches these to the skills that are assigned to the agent. Omni-Channel routes the work to the first agent who has the required skills. Work items can have multiple skills, and agents can have multiple skills.
How do I create a skill-based routing rule?
Create one skill mapping set for each object. From Service Setup, enter Skills-Based Routing Rules in the Quick Find box, then select Skills-Based Routing Rules. Click New Skill Mapping Set. Provide a name and developer name for the mapping set and select the type of object to be routed.
How do I enable skills-based routing in omni-channel?
From Service Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings. Select Enable Skills-Based Routing, then click Save. Enter Omni-Channel in the Quick Find box, then select Skills. Click New. Enter a name for the skill.
How do I set up skill mapping in Salesforce?
1 From Service Setup, enter Skills-Based Routing Rules in the Quick Find box, then select Skills-Based Routing Rules. 2 Click New Skill Mapping Set. 3 Provide a name and developer name for the mapping set and select the type of object to be routed. … 4 Select the fields to use for routing your cases. … More items…
What are skill-based routing rules in Salesforce?
Skills-based routing rules support case, chat transcript, contact request, lead, messaging session, order, social post, and custom objects. If you enable skills-based routing rules on a routing configuration, and assign the routing configuration to a queue, the queue’s membership no longer applies to routing.
How does skills-based routing work?
What is skill-based routing? Skill-based routing (or skill-based distribution) is a call routing strategy where customers are assigned to agents with the most relevant skills for handling their concerns. For example, Spanish-speaking customers are sent to agents that can speak Spanish.
How does Omni-Channel routing work?
Omni-Channel routes work items by the priority of the queue that they’re assigned to, so the most important work items are pushed to agents first. Next, items are routed based on how long they’ve been sitting in the queue. The oldest work items are pushed to agents before more recent ones.
What is skill level in Salesforce?
Skill level can range from zero to 99.99. The date when the resource gains the skill. For example, if the skill represents a certification, the start date would be the date of certification.
How do I enable skills in Salesforce?
Enable Skills-Based RoutingFrom Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.Select Enable Skills-Based and Direct-to-Agent Routing.Click Save.
What is Omni-Channel in Salesforce?
Omni-Channel is a flexible, customizable feature, and you can configure it declaratively—that is, without writing code. Use Omni-Channel to manage the priority of work items, which makes it a cinch to route important work items to agents quickly.
How do you deploy Omni-Channel?
Deploy an Omnichannel for Customer Service package Run the PackageDeployer.exe file. On the connect page, provide authentication details to connect to the instance where you want to deploy the package. Information about the packages is displayed.
How do I set up Omni-Channel in Salesforce?
To enable Omni-Channel navigate to the Setup menu in Salesforce. Type in “Omni” in the quick find bar in the upper left, and then click Omni-Channel Settings. Click to check the Enable Omni-Channel checkbox and click Save. Note: You have the option to use queue-based or skill-based routing.
What is PSR in Salesforce?
PSR (PendingServiceRouting) is a Salesforce object that gets created when work is routed using Omni-Channel. PSR is a transient object that contains routing information about a work item that is in the midst of being routed.
How do I add a skill to Salesforce lightning?
Assign the skill to service resources (supported in both Salesforce Classic and Lightning Experience).From a service resource record, create a resource skill in the Skills related list.Select a skill, and enter a skill level from 0 to 99.99.Enter a start date and, if needed, an end date. … Save your skill.
How do I add skills to FSL?
Add Required Skills to Work Orders or Work Types for Field…Navigate to the record that needs required skills.In the Skill Requirements related list, click New.Select a skill. … Enter a skill level from 0 to 99.99 based on how your business measures skill level.Click Save.
How do I add a field service skill in Salesforce?
From Setup in Salesforce Classic, enter Skills in the Quick Find box, then select Skills under Field Service. Enter a name, like Electrician Certification , and a description. Skip the Assign Users and Assign Profiles sections, which are specific to Chat. Save your changes.
How to route work by skills?
To route work by skills, define the mappings between work-item field values and skills. Create one skill mapping set for each object. From Service Setup, enter Skills-Based Routing Rules in the Quick Find box, then select Skills-Based Routing Rules. Click New Skill Mapping Set.
How to enter skill level 0-10?
You can optionally enter a skill level 0–10. Enter a start date, and if needed, an end date. For example, if an agent must be recertified in a particular skill every 6 months, enter an end date that’s 6 months later than the start date. Click Save. The service resource’s skill now appears in their Skills related list.
What is skill based routing in Salesforce?
Salesforce introduced a flexible model called Skills-based routing. Earlier, it was only possible to use Queue-based routing; now, this is a new interesting enhancement in Salesforce Service Cloud available from Spring’18.
What is skills based routing?
Skills-based routing enables your contact center to route work to the best agent for the job . Hence, the customer work items are assigned to the agent who is best able to solve the issue. It also improves the quality of customer service by automatically routing work items to the agent who has the skills necessary to do the work.
