Skills-based routing allows work items to be routed using more sophisticated and dynamic criteria than queue-based routing.   1. Enable “Enable Skills-Based Routing”.     2. Add Skills in the setup.     3. Routing Type should be Omni-Channel Skills in Chat Buttons and Invitations setup.     4. Create Service Resource record. Make … Continue reading Route Chats via Skills-Based Routing for Omni-Channel in Salesforce