June 9, 2020

Route Chats via Skills-Based Routing for Omni-Channel in Salesforce

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.


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