Status-Based Capacity Model in the Service Channel can be used to avoid routing Closed cases in Salesforce Omni-Channel. 1. Go to Omni-Channel Settings. 2. Enable Status-Based Capacity Model. 3. Use ....
1. Check the below article.https://help.salesforce.com/articleView?id=000316800&language=en_US&type=1&mode=12. Make sure the user is Service Cloud user.3. Make sure the user is Chat User.4. Also, use the Supervisor tab(very handy) to check the Agent's ....
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 ....