Note: This release is in preview. Features described here don’t become generally available until the latest general availability date that Salesforce announces for this release. Before then, and where features are noted as beta, pilot, or developer preview, 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.

Set Up Skills-Based Routing Without Code Using Attribute-Based Routing (Beta)

Do you want to use skills-based routing but are daunted by the tricky setup? Attribute-based routing is an easier way to set up skills-based routing—you use clicks, not code. Skip APIs, and instead use a setup flow to associate an object’s field values with the skills needed to route a work item to the right agent. It’s not quite as flexible as using the API, but it’s easy to set up...and very powerful.
Where: This feature applies to Lightning Experience in Essentials, Professional, Enterprise, Performance, Unlimited, and Developer editions.
Note

Note

As a beta feature, Attribute-Based Routing is a preview and isn’t part of the “Services” under your master subscription agreement with Salesforce. Use this feature at your sole discretion, and make your purchase decisions only on the basis of generally available products and features. Salesforce doesn’t guarantee general availability of this feature within any particular time frame or at all, and we can discontinue it at any time. This feature is for evaluation purposes only, not for production use. It’s offered as is and isn’t supported, and Salesforce has no liability for any harm or damage arising out of or in connection with it. All restrictions, Salesforce reservation of rights, obligations concerning the Services, and terms for related Non-Salesforce Applications and Content apply equally to your use of this feature.

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.Map field values to skills

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.