Skill Based Routing – The Complete Manual, Mieszko Rożej
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A lot of materials about Skill Based Routing are not up to date. And I thought it’s time to change it. Skill Based Routing is an interesting part of Service Cloud that seems a little difficult for consultants at the beginning of Service Cloud journey. Let me disenchant it for you and show how easy it is to implement that feature! We will go through all the steps necessary to route your items to the most suitable agent and explore some traps that might be laying there.
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Skill Based Routing – The Complete Manual, Mieszko Rożej
- 1. Skill-Based Routing – The Complete Manual Mieszko Rożej Nextview Consulting
- 2. OUR SPONSORS
- 3. #CD2023 @CzechDreami n Practice Manager – Customer Service at Nextview Consulting Senior Salesforce Consultant 7x Certified Skills Trainer at Ster.org.pl Hiker and Photographer Mieszko Rożej
- 4. #CD2023 @CzechDreamin • Intro • Routing fundamentals • Skill vs Queue Based Routing • What needs to be configured • Tips and traps to avoid • Summary Agenda
- 5. #CD2023 @CzechDreamin What is routing?
- 6. #CD2023 @CzechDreamin What Routing consist of? Imagine routing as a doing laundry. You don’t want your white shirts to go pink Environment (washing machine) • Presence • Statuses What? (Laundry) • Service Channels • Skills • Service Agents How (segregation) • Routing Configuration • Skill Based Routing Rules Something extra? • Omni-Channel Flow
- 8. #CD2023 @CzechDreamin Please enable Omni-Channel and Skill-Based Routing Enable Routing
- 9. #CD2023 @CzechDreamin Skill Based Routing Setup How those configurations combine Items = • Items • Skill Based Routing Rules Agents = • Skills • Service Resource Presence
- 10. #CD2023 @CzechDreamin The washing machine
- 11. #CD2023 @CzechDreami n • What is the capacity? • Who can use it? • Additional Info • Notification Sound • Item rejection possibility Our washing machine Presence
- 12. #CD2023 @CzechDreami n • Statuses for agents • Separate statuses per channels • Trap no. 1! Statuses have to be assigned to profiles Presence Statuses
- 14. #CD2023 @CzechDreamin • What kind of clothes we want to put into our washing machine? • Define objects for routing • Define what takes capacity from our machine • Based on statuses • Based on tabs Service Channels
- 15. #CD2023 @CzechDreamin • Criterias for matching rules • Trap no. 2! Once added they will stay forever Skills
- 16. #CD2023 @CzechDreamin • Adding our agents to washing machines • Place to assign them skills • Trap no. 3! Resources must have type = “Agent” Service Resources
- 18. #CD2023 @CzechDreami n • It differs for normal SBR and Omni-Channel Flow • You set the Units of Capacity there • Trap no. 4! Do not add all skills there! Skills assigned there are entry criteria Our main laundry distribution Routing Configuration
- 19. #CD2023 @CzechDreami n • Do not select “Use with Skills-Based Routing Rules” What’s different? Routing Configuration for Omni- Channel flow
- 20. #CD2023 @CzechDreami n • Assigns skills to items from service channels • 1 skill per field value • You can make skills optional requirement • You can set required skill level How Laundry will be assigned Skill Based Routing rules
- 22. #CD2023 @CzechDreamin Omni-Channel Flow When to use it? Skill requirements are complex • We need to assign more than one skill at once • Skill logic is complex We need to more input • We need to check data from different records We need another trigger point • Routing works only on ownership change by default
- 23. #CD2023 @CzechDreamin • Built like classic autolaunched flow • We can have additional DML operations and other actions Our special detergent Omni-Channel Flow
- 24. #CD2023 @CzechDreamin • Works in the same way as Skill-Based Routing Rule • But we benefit from decision box in flow • Skills are collected in !SkillList collection When OOB is not enough Add Skill action
- 25. #CD2023 @CzechDreamin • Action to assign items • We choose Service Chanel • We choose to whom route our items • Specific Agent • Skill – SBR! • Specific Queue • We Choose Routing Configuration • As explained before Let’s run this Route Work action
- 26. #CD2023 @CzechDreamin • We can use • !SkillList collection • Skill-Based Routing Rules • Or both of them! • Trap no. 5! – there are deployment issues with Service Channel id. Might need a Post Deployment Step Let’s run this Route Work action
- 27. #CD2023 @CzechDreamin • We need a trigger point like Record-Triggered flow • It gives us freedom of entry moment • We pass record to route using recordId variable Omni-Channel Flow We need to trigger it somehow!
- 28. #CD2023 @CzechDreamin Summary! 1. Activate Omni-Channel and Skill-Based routing 2. Create Presence 3. Create Presence Statuses and assign them to profiles 4. Create Skills 5. Create Service Channel 6. Create Service Resources and assign skills to them 7. Build Skill-Based Routing Rules 8. Create Routing Configuration
- 30. #CD2023 @CzechDreamin Where I’m from? • Nextview Consulting is a design led company • We are building solutions using Design Thinking • 200+ people across 6 countries
- 31. Thank you all for being here!