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Set Up Skills-Based Routing Without Code Using Attribute-Based Routing (Beta)
How: To route work by skills, define the mappings between work-item field values and skills. Create one attribute mapping set for each object. For example, for the Case object, you could create a mapping set that includes the Case Reason, Case Type, and Escalated fields. Then map the field values to skills so that the work item is routed to the agent with the right skills to handle the case. You can also specify skill levels and whether a skill is additional and can be dropped if necessary to route the work item more quickly.
Routed work appears in both the Queues Backlog and the Skills Backlog in Omni-Channel Supervisor.
Attribute-based routing supports case, contact request, lead, order, social post, and custom objects. You can’t use it with Chat and Messaging.