Get the Right Work to the Right Agent, Right Away, with Skills-Based Routing (Beta)

Assign skills to your agents, and route work items to them based on their skill sets with skills-based routing (beta). You can use skills-based routing instead of queues as a more flexible way of routing cases and work items. Skills-based routing uses the Service Resource, Skill, and Pending Service Routing objects and is set up through the API. Contact Salesforce to enable skills-based routing for Omni-Channel. This change applies to both Lightning Experience and Salesforce Classic.

This release contains a beta version of skills-based routing, which means it’s a high-quality feature with known limitations. For information on enabling this feature in your org, contact Salesforce. Skills-based routing isn’t generally available unless or until Salesforce announces its general availability in documentation or in press releases or public statements. We can’t guarantee general availability within any particular time frame or at all. Make your purchase decisions only on the basis of generally available products and features. You can provide feedback and suggestions for skills-based routing in the IdeaExchange group in the Trailblazer Community.