Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps. Required Editions View supported editions. Set up service rep statuses and capacity. Create service resources for service reps. To route calls to a service rep, either directly or via a queue, add support reps to the contact center. Map your existing Salesforce users to telephony provider users.
Verify that you’ve completed these prerequisite tasks before you set up rules to route work directly to service reps. Required Editions View supported editions. Set up service rep statuses and capacity. Create service resources for service reps. To route calls to a service rep, either directly or via a queue, add support reps to the contact center. Map your existing Salesforce users to telephony provider users.
