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Thursday, June 8, 2023

Zero to Skills-based Routing A Code-free Approach


Skills-based routing allows you to route work to an agent who is definitely skilled for the work. In this session, we’ll show you how to use flows or attribute-based routing to setup skills-based routing for your org in 20 min or less. You’ll see how to use attributes on objects to decide the skills for a piece of work. This session will focus on two things. One, how to use the skills-based invocable action from flows to have a completely customizable set of skills for any piece of work. Two, how to use attribute-based routing to setup a simple set of rules to assign skills to work without having to do any of the heavy lifting.

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