Prepare to Route to Skills

Before you route to skills, review the limitations. See Skills-Based Routing Limitations.

You can route different work items in the same org using queue-based routing and skills-based routing. To use both types of routing, set up queue-based routing to route certain work items and set up skills-based routing to route other work items.

• Enable Skills-Based Routing
  To route work to service reps with specific skills, enable skill-based routing.
• Create Skills for Skills-Based Routing
  Define service rep skills that Omni-Channel can use to route work items to the most qualified service rep and that service reps can search for when transferring work items. Skills identify your service reps’ areas of expertise. For example, you can define skills for language (Spanish, French, and English), product knowledge (software and hardware), and certifications (CompTIA and CCNP).
• Assign Skills to Service Resources
  To assign skills to a service rep when Enhanced Omni-Channel is enabled, assign skills to the service rep’s service resource. A service resource can track a service rep’s areas of experience and their level of proficiency for each skill.