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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...