Routing with Skills-Based Routing Rules

Before you create skills–based routing rules, complete all skills-based routing prerequisites.

Skills-based routing rules support Case, Lead, Order, and custom objects.

Routing logic is applied when work is assigned to an owner. If field values on the work item are changed after the item is routed, the routing logic isn’t reapplied.

• Enable Skills-Based Routing Rules from the Routing Configuration
  The routing configuration that is used by the queue through which the work item is routed must be enabled to use skills-based routing rules.
• Map Work-Item Field Values to Skills
  To use skills-based routing rules to route work to service reps with specific skills, define the mappings between work-item field values and skills. For example, to route product-return calls to the right service reps, map the case type field value, Product Return, to the Returns Processing skill.