Create skills-based routing rules to define when to require specific skills when
routing work to service reps. For example, define a rule that routes calls about product returns
to a service rep who knows how to process returns.
Required Editions
Before you create skills–based routing rules, complete all skills-based routing
prerequisites.
Skills-based routing rules support Case, Lead, Order, and custom objects.
Routing logic is applied when work is assigned to an owner. If field values
on the work item are changed after the item is routed, the routing logic isn’t reapplied.
- Enable Skills-Based Routing Rules from the Routing Configuration
The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules.
- Map Work-Item Field Values to Skills
To use skills-based routing rules to route work to service reps with specific skills, define the mappings between work-item field values and skills. For example, to route product-return calls to the right service reps, map the case type field value, Product Return, to the Returns Processing skill.
