We had recently configured Salesforce Omni-Channel for one of our German-based automotive clients. In the setup, we have used the queue-based routing to assign work (case) to the agents.
Later, for business requirements, they requested that the work be assigned to agents based on their skills, rather than randomly. For example, if a case requires knowledge of both “Finance” and “German,” it will only be assigned to agents who possess both skills.
For this business requirement, we configured skill-based routing in the Salesforce Omni-Channel. In this tutorial, I will explain what skill-based routing is and how to set up skill-based routing in Salesforce Omni channel from scratch.
What is Skill-Based Sharing in Salesforce Omni-Channel?
In Salesforce Omni-Channel, skill-based routing assigns cases to support agents based on their skills. It ensures that incoming work is assigned not just to any available agent, but to the right agent based on their skills.
Setup Skill Based Routing in Salesforce Omni Channel
The first requirement is that you should have already set up Salesforce Omni Channel with queue-based routing.
To set up routing in Salesforce Omni Channel based on agent skills, we need a list of the skills that agents must have to resolve different work items.
Now we will follow the steps below to set up the skill-based routing in the Salesforce Omni-Channel.
- Enable Skill-Based Routing
- Create Skills
- Assign Skills to Users in Service Layout
- Create Service Resources for Agents
- Assign Skills to Agents
- Define Skills-Based Routing Rules
- Enable Skills-Based Routing Rules
Enable Skill-Based Routing in Salesforce Omni-Channel
- Navigate to the Salesforce Service setup. We use the Service Setup to configure Service Cloud features, such as Omni-Channel and Case Management.
- In the quick find search, select Omni-channel settings. In the Omni-Channel setup, turn on Enhanced Omni-Channel Routing.
After this, select the checkbox Enable Skills-Based and Direct-to-Agent Routing, and click Save.