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In Salesforce Skill Priority, the Higher priority-value skills are dropped first. Next, the Lower priority-value skills, for example 0 Priority Level value Skills are dropped last.
Sample Skills-Based Routing Rule:
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Sample Apex Code to insert a Case record:
The following apex code will insert a case record so that it will include all the skills as per the Skills-Based Routing Rule setup.
insert new Case(
Subject = 'Test',
Priority = 'Low',
Origin = 'Email',
Type = 'Sales',
Language__c = 'English',
OwnerId = '00G4W000006YPjq'
);
Output:
Case Record is created with all the Skills. English is a required Skill. Email and Sales are additional Skills.
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Sales Skill is dropped first since the Skill Priority Value is 4.
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Email Skill is dropped last since the Skill Priority Value is 1.
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