Get the Right Work to the Right Agent with Skills-Based Routing (Generally Available)

Your agents have different skill sets and abilities. Your customers have different needs. With skills-based routing for Omni-Channel, your contact center can route work to the best agent for the job. Improve the quality of customer service by automatically routing work items to the agent who has the skills necessary to do the work.

Where: This change applies to Lightning Experience and Salesforce Classic in Professional, Enterprise, Performance, Unlimited, and Developer editions.

Why: Skills-based routing looks at the skills required to complete a work item and matches them to the skills assigned to the agent. You can define whatever skills that you need for your company. Skills typically are attributes such as language ability, product knowledge, certifications, case origin, and account history.

Skills-based routing is supported for the following objects: cases, leads, orders, and custom objects. You can’t route chats or SOS with skills-based routing.

Managers can use Omni Supervisor with skills-based routing to see what agents are working on, what work items are unassigned, and how long work items have been waiting.



You can either use queue-based routing or skills-based routing to route work items to agents. If you enable skills-based routing, you can’t use queue-based routing, and vice versa.

How: To get started with skills-based routing, enable skills-based routing in your org and follow the setup instructions to define skills, assign skills to agents, write a custom Apex class, and define a workflow to trigger skills-based routing. Don’t worry, we’ve got step-by-step instructions.