how to setup 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 to enable skills-based routing for omni-channel chats in Salesforce?

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

How to enable skills-based routing?

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.

What is skill based routing in Salesforce flow?

Skill Based Routing via Salesforce Flow – Khyati Mehta Skills-based routing looks at the skills required to complete a work item and matches these to the skills that are assigned to the agent. Omni-Channel routes the work to the first agent who has the required skills. Work items can have multiple skills, and agents can have multiple skills.

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...

How do I set up skill based routing in Salesforce?

Enable Skills-Based RoutingFrom Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.Select Enable Skills-Based and Direct-to-Agent Routing.Click Save.

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.

Which is an example of skills-based routing?

Skill-based routing (or skill-based distribution) is a call routing strategy where customers are assigned to agents with the most relevant skills for handling their concerns. For example, Spanish-speaking customers are sent to agents that can speak Spanish.

What is skill-based call routing?

What Is Skill-Based Routing? Skill-based routing, also called skill-based distribution, is a modern phone system feature that picks up on customer data during incoming calls and automatically assigns them to agents with the skills needed to address their concerns.

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 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.

What is Omni-Channel in Salesforce?

Omni-Channel is a Customer Service and Console based Salesforce feature that helps automatic routing of different kinds of work items (such as Leads and Cases) to agents. Omni Channel routes all the work items to the agents automatically based on the agent's capacity, priority, skillset, and etc.

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 you add skills to field service lightning?

Add Required Skills to Work Orders or Work Types for Field...Navigate to the record that needs required skills.In the Skill Requirements related list, click New.Select a skill. ... Enter a skill level from 0 to 99.99 based on how your business measures skill level.Click Save.

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.

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.

When finding an agent at the earliest is more important than waiting for an agent with exact required skills, what is the?

When finding an agent at the earliest is more important than waiting for an agent with exact required skills, unified routing provides with an option to order agents using proficiency or skill count and thereby achieving closest skill match.

What is exact skill match?

In exact skill match, as part of custom assignment method, you can write rule conditions to enable assignment logic to search for agents who match all the required skills or match all skills within a skill type. The matched agents can be ordered using the following order by options: Nearest proficiency.

Do you use the same rating model across skills?

However, if skills that belong to different rating models are there, then the system will normalize and calculate the skill scores.