Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing.

 

1. Enable “Enable Skills-Based Routing”.

 

 

2. Add Skills in the setup.

 

 

3. Routing Type should be Omni-Channel Skills in Chat Buttons and Invitations setup.

 

 

4. Create Service Resource record. Make sure Active checkbox is enabled.

 

 

5. Add the Skills to the Service Resource record.