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Create the skillList
To route work to service reps with the right skills, identify the required skills and store them in a record collection variable.
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Note You can’t use skill-based routing for voice calls.
- In the Flow Builder Toolbox, click Manager and then click New Resource.
- For Resource Type, select Variable.
- For API Name, enter skillList.
- For Data Type, select Record.
- Select Allow multiple values (collection).
- For Object, select Skill Requirement.
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Click Done.
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