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            Enable Skills-Based Routing

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            3. Agentforce Service

            Enable Skills-Based Routing

            To route work to service reps with specific skills, enable skill-based routing.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: “Customize Application”
            To assign skills to service resources: "Edit" on service resources
            1. From Setup, enter Omni-Channel in the Quick Find box, then select Omni-Channel Settings.
            2. Select Enable Skills-Based and Direct-to-Agent Routing.
            3. Click Save.
             
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            Salesforce Help | Article