Salesforce Omni Channel Queue Routing. Web rules einstein case routing channels route work to queues to distribute the workload among a team of agents. Speed up and streamline the authorization approval process by automating workflows with routing configurations.
Take a look at this video, part of the trail together series. Associate a routing configuration with a queue. Crm analytics and artificial intelligence.
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Now the routing rules, priority and queues have been set up. 3 no need to create 1:1 mapping between routing configuration and queue. Go to service channels in setup.
Work Items Can Have Multiple Skills, And Agents Can Have Multiple Skills.
Web when you associate a queue to a routing configuration, salesforce routes the work in that queue to agents based on the routing model, size, and priority you’ve set. The routing configuration specifies a capacity and routing model (and optionally, skills) for each queue it is associated with. Associate a routing configuration with a queue.
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You assign agents to queues, which typically represent a single skill. Support and manage provider referrals. For example, you can route calls received from.
Create A Service Channel And Routing Configuration.
Crm analytics and artificial intelligence. Routing configuration helps in deciding logic of allocation like most avaiable/least active and capacity consumption to be considered when one work item from queue is assigned to the agent. Speed up and streamline the authorization approval process by automating workflows with routing configurations.
How Many Ways Can Customers Contact Your Organization For Support?
Send automated messages in standard messaging channels. If queue is configured with routing configuration then it is a omni channel queue and now omni channel will route the case to the agent. Take a look at this video, part of the trail together series.