how to set up skills based routing in salesforce

Set Up Skills-Based Routing.

• From Service Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.
• Select Enable Skills-Based and Direct-to-Agent Routing, then click Save.
• To create the Service Resource Layout, enable Field Service.
  • From Setup, enter Field Service Settings in the Quick Find box, then select Field Service Settings.
  • Enable Field Service, and click Save.

Full Answer

How do I set up skills-based routing?

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 is lead routing in Salesforce?

With Salesforce you can easily create automated, rules-based routing to assign leads. Salesforce lead assignment rules are customizable, combinable, and easy to create. We’ve gathered up some great resources so you can learn more about lead routing in Salesforce.

What is skills-based routing for omni-channel?

Sita asks Maria to investigate skills-based routing for Omni-Channel. Skills-based routing looks at the skills required to complete a work item (requested skills) and matches these to the skills that are assigned to the agent (agent’s skills).

How do you set up skill based routing?

To route work by skills, define the mappings between work-item field values and skills. Create one skill mapping set for each object....Assign skills to service resources.Enable Skills-Based Routing Rules from the Routing Configuration. ... Map Work-Item Field Values to Skills. ... Transfer a Work Item to a Different Skill Set.

How does skills-based routing work salesforce?

Skills-based routing improves the quality of customer service by automatically routing work items to the agent who has the skills necessary to do the work. Skills-based routing is supported on the following objects: Cases, Leads, Orders, Custom Objects, Chat, and Messaging sessions in Lightning Experience.

How do I assign a skill in Salesforce?

Assign Skills to AgentsIn Setup, enter Skills in the Quick Find box, then select Skills.Click the name of the skill you want to assign.Click Edit.Select either the profiles (recommended) or individual users who have this skill.Click Save.

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 set up Omni-Channel in Salesforce?

Go to Setup > Feature Settings > Service > Omni-Channel > Omni-Channel Settings. You can also go to Service Setup > Administration > Omni-Channel > Omni-Channel Settings or just type “Omni-Channel” in Setup Quick Search. Check the box to Enable Omni-Channel and click Save.

How does Omni-Channel skill based routing work?

Skills-based routing searches at the skills required to complete a work item (requested skills) & matches these skills to the skills that are assigned to the agent (agent's skills). Omni channel routes the work to the first agent who is available and has the capacity to take the work item & has all requested skills.

How do I create a field service skill in Salesforce?

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.

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.

Which type of routing matches skills required to complete work items to skills that agents have?

Skills-based routing looks at the skills required to complete a work item (requested skills) and matches these to the skills that are assigned to the agent (agent's skills).

What should I write in skills?

Example skills to put on a resumeActive listening skills. ... Communication skills. ... Computer skills. ... Customer service skills. ... Interpersonal skills. ... Leadership skills. ... Management skills. ... Problem-solving skills.More items...

How do I delete a skill in Salesforce?

From your personal settings, enter Advanced User Details in the Quick Find box, then select Advanced User Details. No results? Enter Personal Information in the Quick Find box, then select Personal Information.In the User Skills section, click Del next to the skill you want to remove.Click OK.

What is skills based routing?

Skills-based routing looks at the skills required to complete a work item (requested skills) and matches these to the skills that are assigned to the agent (agent’s skills). Omni-Channel routes the work to the first agent who has the required skills and who is available (that is, has the capacity to take the work item). Work items can have multiple skills, and agents can have multiple skills.

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.

Why assign skills to agents?

Assign skills to your agents to track their areas of experience and their level of proficiency for each skill. Here’s how Maria assigns skills to Ursa Major Solar’s agents.

What is lead routing?

Lead routing: The process of distributing incoming leads among sales reps. Also known as lead assignment, lead routing is usually automated. A lead routing process could be as simple as making an alphabetical list of all of your sales reps and assigning each new lead to whomever is next in line.

Can Salesforce assign leads?

With Salesforce you can easily create automated, rules-based routing to assign leads. Salesforce lead assignment rules are customizable, combinable, and easy to create.