Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident. Required Editions View supported editions. User Permissions Needed To set up Omni-Channel: Customize Application To create service resources: Create on service resources To assign skills to service resources: Edit on service resources To route incidents to support reps based on skills, complete these steps: Enable skills-based routing. Create an Incident skill. Create service resources for incident agents. Assign the Incident skill to the service resources.
Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident. Required Editions View supported editions. User Permissions Needed To set up Omni-Channel: Customize Application To create service resources: Create on service resources To assign skills to service resources: Edit on service resources To route incidents to support reps based on skills, complete these steps: Enable skills-based routing. Create an Incident skill. Create service resources for incident agents. Assign the Incident skill to the service resources.
