Omni-Channel: Skill Based Routing Part-2

Looking for Salesforce Training & HandsOn Projects?

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 User representing this Resource.
Choose the Resource Type.
Provide a relevant Description.
Click Save.

Repeat above steps to create additional Service Resources as required.

Demo (Stage-6): Assign Skills to Service Resources

Open the App Launcher (waffle icon).
Search for "Service Resources" and select it.
Use the search bar or browse the list to find the resource you want to assign skills to.
Click on the resource name to open its details page.

Look for the "Related" tab on the resource details page.
Click on the "Skills" Related List.
Click the "New" button on the Skills Related List.

Choose the relevant skill from the picklist or search for it.
Select the appropriate skill level from the available options.
Enter the "Start Date" when the skill becomes valid for the resource.
Enter the "End Date" when the skill validity expires (leave blank if ongoing).
Click "Save" to add the skill.

Follow above steps to assign additional skills as needed.

Demo (Stage-7): Create & Assign Presence Status

Go to Setup. Search for “Presence Statuses”
Click New

Enter Status Name
Enter Developer Name
Select Status Options
Select Service Channels from Available Channel List
Click Save

Repeat the Steps above to add more Statuses as needed

Go to Setup. Search for Profiles

Click on the Profile to which you want to enable the Presence Statues for Service Agents

Scroll down till you locate “Enable Service Presence Status Access”. Click Edit

Enable the desired Statuses for this Profile

Conclusion

By completing these stages (5-7), you've successfully created service resources for your agents, assigned them relevant skills, and established presence statuses. This empowers you to effectively manage agent availability, skillsets, and overall service delivery. Remember to repeat these steps to create additional resources and customize presence options as needed for your specific requirements.

Search This Blog

Salesforce Geek