Implement Skill Based Routing using Omni Channel in
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- เผยแพร่เมื่อ 5 ก.พ. 2025
- Want to learn more about salesforce join me at sfdcpanther.com Welcome back Dear #Trailblazers 🙂 ,
This blog post is to guide how to set up Skill-based Routing with the help of Omni-Channel in your Salesforce environment and increase the productivity of your agents.
Below are the given set of steps that we will follow the make Skill-Based routing work.
#1 - Enabled Skill-Based routing
#2 - Create Skills
#3 - Edit Service Resource Object Page Layout
#4 - Create Service Channels
#5 - Create a Presence Status
#6 - Create custom fields on Case Object
#7 - Create an Apex Class
#8 - Create a Process Builder on Case Object
#9 - Create Service Channel Records & assign skills to Agents.
#10 - Test the Setup
GitHub link to Apex Code:- gist.github.co...
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Thank you so much for doing it
Thanks Amit for the informative video :-)
thank you for ur videos. can you please make videos on community cloud
Good video. Can I do this without using Apex?
Not sure, I haven't tried u can give it a try with alternative method you have in your mind
for skill based routing still i need create "Routing configuration"?
Thanks for sharing and how do we detect language for French.
If we have English and French emails then how do we detect language and route to respective agents.
Thank you in advance
hi @SFDCPanther,i just wondering
is there a possible way to select skill from chatbot (einstein bot) ? like ask a button to select which skill do we have to transfer?
thanks
great example, here we are creating manually so we an select Language. Please make one video with Email to Case functionality like when email comes with the English and French then we should be route it back to 2 diff agent.
Please suggest how we can achieve this. The moto is to determine language from incoming email?
thank you in advance
If possible explain using routing algorithms like round Robin
Hi @SFDCPanther. I am new to Apex and I am trying hard to learn. I have written few classes and my Sr Dev does the review and gives suggestions to make it better. Do you take classes or do you train people?
Hi Lakshmi,
No I don't train people
How to query Pending service resource object whether do we have that case in psr Or not
I did all the steps given in this video, still I did not got the case in my omni Chanel widget...can you help?
@SFDC Panther+
I have a requirement to implement Rout to Direct Agent. When case will be reopen it will assign to last agent who worked. If that agent is not available then it will be redirect to skill based routing.H ow can I implement this?
Is that possible to mention the Agent capacity in Skill based routing?
You can definite at routing configuration level
Can we do it without apex or Flow? Just using the skill mapping
You can give it a try but I believe it will not work
The third step where we have to edit the page layout... I am not able to get the option of default page layout ... so stuck at the very beginning .... kindly help
Please go ahead and create a new page layout
can we implement this for live agent?
Omni channel is for live agnent
Thanks @@sfdcpanther for your response it is great explaination.
Do we need to follow same process or we need some other steps .For configuring for live agent with Einstein bot?
@@beautyofnature1843 Einstein bot has complete different steps
@@sfdcpanther can help please ? Or any information regarding configuration. It is very valuable to me.
Thanks.
@@beautyofnature1843 There is ample information available over Trailhead.com
I am getting this error "Looks like there's a problem.
Unexpected Error when retrieving 'ServiceResource' Layout Information"
Any suggestions ???
Please check the Debug log and also cross verify the soql query once.
@@sfdcpanther I'm trying to create a new service resource but every time I click new I get the above message. I have already created page layout for the 'Service Resource' object
It's fixed I have already created page layout but not assigned record type for the 'Service Resource' object.After assigning the record type the error is solved.