To route work to service reps with specific skills, enable skill-based routing.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | “Customize Application” |
| To assign skills to service resources: | "Edit" on service resources |
- From Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.
- Select Enable Skills-Based and Direct-to-Agent Routing.
- Click Save.