Omni-Channel: Skill Based Routing Part-4
Looking for Salesforce Training & HandsOn Projects? Trailblazer Profile | LinkedIn | Salesforce Blog | Facebook | Youtube Channel | WhatsApp Community In the previous article , you successfully constructed a powerful custom Case Routing Engine using Apex code (as covered in Demo Stages 8-9). This achievement equipped you to intelligently assign cases based on specific criteria. Now, we'll embark on the next crucial steps in your journey towards a more streamlined and efficient support system (Demo Stages 10-11). This article will guide you through enabling an Omni-Channel Chatbox and putting your custom routing engine to the test with Skill-Based Routing. Buckle up, as we delve into these exciting functionalities! Demo (Stage-10): Enable Omni Channel Chatbox Preparation Ensure you have two Service Agent user accounts created and ready for login. Enabling Omni-Channel Go To App Manager: Locate and access your platform's App Manager interface. Edit Service Consol