Implement Skill Based Routing using Omni Channel in
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This blog post is to guide how to set up Skill-based Routing with the help of Omni-Channel in your Salesforce environment and increase the productivity of your agents.
Below are the given set of steps that we will follow the make Skill-Based routing work.
#1 - Enabled Skill-Based routing
#2 - Create Skills
#3 - Edit Service Resource Object Page Layout
#4 - Create Service Channels
#5 - Create a Presence Status
#6 - Create custom fields on Case Object
#7 - Create an Apex Class
#8 - Create a Process Builder on Case Object
#9 - Create Service Channel Records & assign skills to Agents.
#10 - Test the Setup
GitHub link to Apex Code:- https://gist.github.com/amitastreait/...
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