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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 platfor...

Looking for Salesforce Training & HandsOn Projects? Trailblazer Profile  |  LinkedIn  |  Salesforce Blog  |  Facebook  |  Youtube Channel  |  WhatsApp Community Having mastered service resource creation, skill assignment, and agent presence (Demo Stages 5-7) in the previous article , we're ready to tackle the next critical steps (Demo Stages 8-9). This article will guide you through building a custom Case Routing Engine with Apex code. This engine will be intelligently triggered by a Case record change event, managed through your choice of Flow or Process Builder, to ensure seamless case routing based on agent skills and availability. Custom Routing Engine Why a Custom Routing Engine? There can be several reasons to build a custom solution: Complex Routing Rules: Standard Omni-Channel routing might not accommodate intricate routing logic based on factors beyond simple skills and availability. Integration with External System...

Looking for Salesforce Training & HandsOn Projects? Trailblazer Profile  |  LinkedIn  |  Salesforce Blog  |  Facebook  |  Youtube Channel  |  WhatsApp Community   In the previous article of this series, we covered the initial steps for implementing Skill-Based Routing: enabling the feature, creating service channels, defining skills, and setting up Salesforce users (Demo Stages 1-4) .  Now, we'll delve into the next crucial stages (Demo Stages 5-7) where we configure your agents within the Skill-Based Routing framework. These stages involve creating service resources for your agents, assigning them relevant skills, and establishing presence statuses. Let's jump in and explore how to empower your agents and optimize service delivery through effective agent management. Demo (Stage-5): Create Service Resources for Agents Open the App Launcher. Search for "Service Resources." Click New . Enter a Resource Name . Select the Use...