A lot of materials about Skill Based Routing are not up to date. And I thought it’s time to change it.
Skill Based Routing is an interesting part of Service Cloud that seems a little difficult for consultants at the beginning of Service Cloud journey.
Let me disenchant it for you and show how easy it is to implement that feature! We will go through all the steps necessary to route your items to the most suitable agent and explore some traps that might be laying there.
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Practice Manager – Customer Service at Nextview
Consulting
Senior Salesforce Consultant
7x Certified
Skills Trainer at Ster.org.pl
Hiker and Photographer
Mieszko Rożej
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• Intro
• Routing fundamentals
• Skill vs Queue Based Routing
• What needs to be configured
• Tips and traps to avoid
• Summary
Agenda
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What Routing consist of?
Imagine routing as a doing laundry. You don’t want your white shirts to go pink
Environment
(washing machine)
• Presence
• Statuses
What? (Laundry)
• Service
Channels
• Skills
• Service Agents
How (segregation)
• Routing
Configuration
• Skill Based
Routing Rules
Something extra?
• Omni-Channel
Flow
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• What is the capacity?
• Who can use it?
• Additional Info
• Notification Sound
• Item rejection possibility
Our washing machine
Presence
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• Statuses for agents
• Separate statuses per channels
• Trap no. 1! Statuses have to be assigned to profiles
Presence Statuses
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• What kind of clothes we want to put into our
washing machine?
• Define objects for routing
• Define what takes capacity from our machine
• Based on statuses
• Based on tabs
Service Channels
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• Adding our agents to washing machines
• Place to assign them skills
• Trap no. 3! Resources must have type = “Agent”
Service Resources
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• It differs for normal SBR and Omni-Channel Flow
• You set the Units of Capacity there
• Trap no. 4! Do not add all skills there! Skills
assigned there are entry criteria
Our main laundry distribution
Routing Configuration
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• Do not select “Use with Skills-Based Routing
Rules”
What’s different?
Routing Configuration for Omni-
Channel flow
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• Assigns skills to items from service channels
• 1 skill per field value
• You can make skills optional requirement
• You can set required skill level
How Laundry will be assigned
Skill Based Routing rules
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Omni-Channel Flow
When to use it?
Skill requirements
are complex
• We need to assign
more than one skill
at once
• Skill logic is
complex
We need to more
input
• We need to check
data from different
records
We need another
trigger point
• Routing works only
on ownership
change by default
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• Built like classic autolaunched flow
• We can have additional DML operations and
other actions
Our special detergent
Omni-Channel Flow
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• Works in the same way as Skill-Based Routing
Rule
• But we benefit from decision box in flow
• Skills are collected in !SkillList collection
When OOB is not enough
Add Skill action
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• Action to assign items
• We choose Service Chanel
• We choose to whom route our items
• Specific Agent
• Skill – SBR!
• Specific Queue
• We Choose Routing Configuration
• As explained before
Let’s run this
Route Work action
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• We can use
• !SkillList collection
• Skill-Based Routing Rules
• Or both of them!
• Trap no. 5! – there are deployment issues with
Service Channel id. Might need a Post
Deployment Step
Let’s run this
Route Work action
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• We need a trigger point like Record-Triggered flow
• It gives us freedom of entry moment
• We pass record to route using recordId variable
Omni-Channel Flow
We need to trigger it somehow!
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Summary!
1. Activate Omni-Channel and Skill-Based routing
2. Create Presence
3. Create Presence Statuses and assign them to
profiles
4. Create Skills
5. Create Service Channel
6. Create Service Resources and assign skills to
them
7. Build Skill-Based Routing Rules
8. Create Routing Configuration
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Where I’m from?
• Nextview Consulting is a design led company
• We are building solutions using Design Thinking
• 200+ people across 6 countries