Skill Based Routing with Apex/Flows in Salesforce
ฝัง
- เผยแพร่เมื่อ 4 ส.ค. 2024
- This video is sequeal of omni channel salesforce tutorial(LINK)
In this video, we will cover
1. What is SKill based routing
2. Why Skill based routing used when we already have Queue based routing.
3. Skill based routing options.
4. Skill based routing using Apex class with demo,
5. Skill based routing using flows with demo
"APEX CLASS FOR SKILL BASED ROUTING"
TH-cam DESCRIPTION BOX DOESN'T ALLOW ANGULAR BRACES. SO LIST IS DEFINED LIKE LIST[SKILL]
PLEASE REPLACE [ TO LESS THAN SYMBOL, AND ] TO GREAT THAN SYMBOL AFTER YOU COPY THE CLASS.
public class SkillBasedRoutingDemoClass {
@InvocableMethod
public static void routingCasesToAgents(LIst[String] caseIds){
//Create PSR
//Add skills to the request for the case
//Push it to queue
List[Case] casesInserted = [SELECT id,subject from Case where ID IN: caseIds];
LIst[Skill] allSkillsInDB = [SELECT id,MasterLabel from Skill];
for(Case caseRec : casesInserted){
PendingServiceRouting psr= new PendingServiceRouting();
psr.workItemId = caseRec.Id;
psr.RoutingType = 'SkillsBased';
psr.RoutingPriority = 1;
psr.CapacityWeight = 1;
psr.ServiceChannelId = '0N92x00000001OW'; //USE YOUR OWN SERVICE CHANNEL ID
psr.RoutingModel = 'MostAvailable';
psr.IsReadyForRouting = FALSE; //DRAFT state
Insert psr; //DONE WITH MY FIRST STEP
//FIND OUT THE SKILLS REQUIRED FOR A GIVEN CASE BASED ON ITS SUBJECT
List[String] matchingSkillIds = new List[String]();
for(Skill skillRec: allSkillsINDB){
if(caseRec.Subject.contains(skillRec.MasterLabel)){
matchingSkillIds.add(skillRec.Id);
}
}
List[SkillRequirement] skillReqsToInsert = new List[SkillRequirement]();
//Associate matching skills with PSR request
for(String matchingSkillId: matchingSkillIds){
SkillRequirement skillRequ = new SkillRequirement();
skillRequ.SkillId = matchingSkillId;
skillRequ.RelatedRecordId = psr.id;
skillRequ.SkillLevel = 5;
skillReqsToInsert.add(skillRequ);
}
Insert skillReqsToInsert;
//PUSH our request in to the queue
psr.IsReadyForRouting = TRUE;
Update PSR;
}
}
} - วิทยาศาสตร์และเทคโนโลยี
![เจ้าผู้เดียว - ดิด คิตตี้ [OFFICIAL MV]](http://i.ytimg.com/vi/q0NLCYKBOTo/mqdefault.jpg)
Such a great service to Salesforce community. Thank you,
Please make more videos like this. So educational! kudos to whoever spends time in making this content.
Great informative video. Thank you for the detailed walkthrough
Great video with detailed walk through. Thanks!
This is one of the very best walkthroughs I've ever experienced. Thank you VERY much :)
Amazing video.. beautifully explained. Looking for more videos coming from you.
Thank you so much. Excellent explanation with details... really helpful!
Thank you shreekanth.
It gave excellent understanding of concepts.
Thank you for video. Keep a great work.
so beautifully explained.. Loved it Man!!
Another amazing video, thank you so much
excellent video..... thanks sreekanth
Hi Salesforce Exclusive,
Please make more videos to learn salesforce admin/development.
Your content is really amazing and creative, it really helps a lot of users to learn fast and efficiently.
Waiting for your more videos to come.
Hi Shrikant. Brilliant video. Each and every thing explained to perfectly.
Really a very useful video
This probably one of the most informative formats for Salesforce users all over the world - massive applause to you Shreekanth
excellent video !!! Thanks a lot for clear explanation
Great video sreekanth, complex one is simple now. Thanks a lot for your efforts :)
Very good explanation
It is really superb
Thanku for such an informative video...Helps a lot in understanding the concept clearly...
Very Helpful.
thank you so much for these videos:) they have been very helpful!
Thank you so much. Really helpful!
You are Amazing Srikanth!!
Thanks a lot for this video :)
Glad to featured there at the start of the videos for my review ... brilliant video Shreekant! Again Complex topic made super simple
Can you do one on:
1. Field service lightning
2. Marketing cloud ☁️
your videos are very informative, please make video series on development and oops concept it would be very helpful
@Shreekanth Thanks for video.
Thank you 👏🏻👏🏻👏🏻👏🏻👏🏻
Thank you so much for sharing! Pls share knowledge on being a consultant or admin like role based video series/playlist :)
Very informative and easy to understand video.
Thanks a lot for your help Shrikant.
Can you please create video on 'Entitlement' and 'Milestones' also?
Hi Salesforce Exclusive,
Please make more videos to learn salesforce admin/development. waiting more content .
Great work Sreekanth. Pls post a video on Territory Mgmt.
Sir please make video on SOAP & REST api
The way you explain is very nice.
Thank you Srikanth!!
I was waiting for this video.
Can you please make a video on entitlement process
It's been a month and your fans have been missing you... Looking forward to your videos... @salesforce exclusive @shreekant vegi.. awaiting a bell notification on you tube... From your channel
Hi Srikanth, I am fallowing all your video's regularly and those are really good. If possible can you please do a video on Entitlement and Milestones in service cloud.
Thanks In advance.
Thank you!!
Great work Sreekanth. Pls post a video on Dashboard concept
Very cool! This should be a Trailhead module :D
Thanks
Hi Shreekanth,please please please create Salesforce integration videos.Your videos are very easy to understand.
Hi Sreekanth, Very nice video. Thank you for putting so much effort to make our coding experience easier. Sreekanth in this video you mentioned that for Attribute based Skill Routing you have created a separate video , however I could not find any in playlist. Would you be able to share the link please ?
Hi, how's it going? Props, it is a very helpful video! Thank you so much for sharing your knowledge.
Could you please tell me whether the resource "Attribute Setup for Skills-Based Routing" can be adopted rather than using apex/flow in this case?
Drugs are bad behaviors for teenagers, hardcoding is bad for programmers !!!... epic. Awesome video
Hi Shreekant, very nice video. Great efforts. With the process builder gone, can you please create a video all in flow please?
Your videos are so helpful. Thank you. Do you provide training on LWC?
Hi Srikanth
If possible can you share Lightning Component videos
What I observe is Your explanation is awesome than others
Hi Srikanth, Great video and very helpfull.
Can you please tell me one solutiion that if i have multiple case type and need to create multiple task from multiple case types in flow. how we can do it in flow? can you please help me??
One more point to add on while creating service resources certain fields like active won't be visible on the layout. To make it visible just type field service settings in quick find and enable it . Viola the fields will now appear on service resource records !
Happy learning
Hi Sreekanth, Can we use the same for live web chat?. I have a requirement to assign agents on region-wise while chat comes from customers. Can I use the same scenario on the LiveChatTranscript object to accomplish this?
Please, make videos on DML Operations, SOQL and SOSL
Hi Srikanth, Nice video and very helpful. How can we add the priority level in flow as like apex class(skillRequ.SkillLevel = 5)
This is all very helpful. Can you please make a demo for how to add skills to a service resource automatically using Flow? I haven't been able to find that anywhere. I am wanting to create a new service territory member, assign values upon creation, add a new service resource, and assign skills. Later I'll need to deactivate the service territory member, deactivate the service resource, and remove the assigned skills. I know how to do all of this except for assigning and removing skills using Flow. This would be a helpful resource.
Sir ab aap videos kyu nahi banate h. Please aur bhi videos banayiye
Thanks for sharing Omni Channel configuration. Can we configure both queue and skill based routing for Case object? My use case is - If no skill match then system should assign owner based on queue.
Plz make more videos
please can u do more videos like aura components, LWC ,VF, Integration, shreekanth
Hi Sreekanth,
could you post the link to your skills based omni channel with attributes?
thanks
can you plz upload video about lightning components
can you make video on attribute based skill routing
Hi srikanth
If don't mine how to write test class and how to get code coverage
Plz once make a video in that.
Upload more videos please
hi
1. could we add a formula field in omni channel
2. could we add a custom field which is a datetime field in omnichannel
At 1:05:22, we are assigning variables to string variable using a formula.
We using stringVar = stringVar +','+skill.masterlabel
Question - isn't this going to return something like ', English'.
It will add , at beginning since initialization of var is null.
Is it required to have apex class for routing the cases?
Hi, Can I email you with some queries, I am looking do mass email based on a report output. For example if I am running an outstanding balances which comes from a custom object, and has Email as field in it as well. Can I use the report and send mass email to contact in that report. Report has Name, Business Name, Amount owe.... Please let me know if this is possible. I remember you have mentioned that it was possible thru flows.
Is there any similar thing available for lead object salescloud
Skill Based Routing it always routing to one user only not other user even that case subject have matched skill
Hi Srikanth
No video since 9 months.. hope all is well?
Is there a way to connect to you... email / website / LinkedIn... anything... its regarding a professional task.
Hi Sreekanth,
I am trying to set up Flow for Skills Based Routing and i am getting an error when ever i am trying to Create a Case.
The Flow is failing with below error:
Verify that the Skill ID is correct.
Any suggestions on this.
Hi Harsha, In the video, even i got the similar issue, instead of getting skill id i got skill name and Salesforce thrown this error. You might have done the same mistake as i did. Please check once and if you still got this issue please comment your error here. I will have a look in to it.
@@SalesforceExclusive Hello Sreekanth , Yes it was issue with Skill Id and I changed it and it's working fine now.
Good job on all these videos.
@@SalesforceExclusive sir I would to learn complete Salesforce course with u pls tell me how to contact u....
i found it that it's very complicated step (a lot of ressource+ why are you choosing skill id + why are you using " and + ?
Why there are no vedios later after this
Y no video is uploaded recently
how to route skills via live chat in salesforce, if anyone can please help...
give some lecture on trigger
Unfortunately, there was a problem. Please try again. If the problem continues, get in touch with your administrator with the error ID shown here and any other related details.Error ID: 2027631396-11118 (1874544200)when i am login see the popup everytime can you suggest me why this error getting
Shortcut to time where he is using Flows
th-cam.com/video/RFz6tfmAXyA/w-d-xo.html
Thanks for the video