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            Enable Skills-Based Routing Rules from the Routing Configuration

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            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.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            1. Locate the routing configuration associated with the queue.
              1. From Setup, enter Queues in the Quick Find box, then select Queues.
              2. Edit the queue and locate the routing configuration name in the Configuration with Omni-Channel Routing section.
            2. From Setup, enter Routing in the Quick Find box, then select Routing Configurations.
            3. Edit the routing configuration that is used by the queue through which the work item is routed.
            4. Select Use with Skills-Based Routing Rules.
              Select use with attribute-based routing
            5. Use the Drop Additional Skills Time-Out to specify the amount of time to wait for a service rep with a skill marked as additional to become available before the skill is dropped from Omni-Channel routing. The work item is then routed to the best-matched service rep even if they don’t have all the skills.
            6. Optionally, add skills to the routing configuration.

              To route work to the right service rep, Omni-Channel applies a combination of the skills from these two sources.

              Static skills included in the routing configuration
              To add skills to every work item that's routed using that routing configuration, add the skills to a routing configuration.
              Dynamic skills added from an Omni-Channel flow or skills-based routing rules
              To dynamically add skills to specific work items based on conditions, build the logic using an Omni-Channel flow or skills-based routing rules. If the conditions are met, the skills are applied to the work item.
             
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