You can transfer a work item to a different skill set so that a service rep with the
right skills can resolve the issue. For example, if a service rep doesn’t have the right skills
to resolve the case, the service rep can transfer the case and specify the required
skills.
Skills-based routing must be enabled and set up in your org
Note
Although you can transfer work to a different skill set with both Standard and
Enhanced Omni-Channel, this topic is explicitly for Standard Omni-Channel. To transfer
work with Enhanced Omni-Channel, see Reassign Work Manually.
When a service rep opens the transfer dialog and searches for skills, the search process
looks for matching skills. The search results show matching skills from only the first 2,000
skills that were created.
Work items are transferred to a service rep who has the required skills. When a work item
is transferred, the status changes to Transferred. If no service rep with the required
skills is available, the work item isn’t assigned and is shown in the Skills Backlog Tab in Command Center for Service. When a
service rep with the required skills becomes available, Omni-Channel routes the work to that
service rep. For chat, if no service reps have the skills or service reps with the required
skills are busy or at capacity, then the request is canceled.
Note Service reps using Salesforce Classic can accept work items that are transferred to
skills, but they can’t transfer work items to skills.
The transfer icon doesn’t appear in
Enhanced Omni-Channel. You can create a similar result by adding an action on the
appropriate record page, an action that executes a screen flow to route skills to
appropriate targets.
Click the transfer icon.
The transfer dialog is displayed. The transfer dialog shows the skills that are already
attached to the work item.
Search for the skill that the work item needs.
To add the skill to the work item, select the skill.
You can add several skills to the work item. For example, you could select billing and
Spanish for a case that needs a Spanish-speaking service rep who’s knowledgeable about
your company’s billing practices. First, search for the “billing” skill and add it. Next,
search for “Spanish” and add it, and so on.
Click Transfer.
Note For skills-based routed chats, the Transfer icon is on the work
item on the My Work tab in the Omni-Channel component.
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