Create the skillList

To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.

View supported editions.

Note You can’t use skill-based routing for voice calls.

1. In the Flow Builder Toolbox, click Manager and then click New Resource.
2. For Resource Type, select Variable.
3. For API Name, enter skillList.
4. For Data Type, select Record.
5. Select Allow multiple values (collection).
6. For Object, select Skill Requirement.
7. Click Done.