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            Routing and Assignment for IT Services

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            Routing and Assignment for IT Services

            Use Omnichannel Routing and Assignment Rules to efficiently route records to your IT support teams and reduce manual effort. Automate the process of assigning incoming records to the right queue or representatives and improve overall response times.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Automate IT Work Assignment with Assignment Rules and Omnichannel Routing
              Know how a new incident for an IT issue is routed to the right support agent by using a combination of assignment rules and omnichannel routing.
            • Assignment Rules for IT Services
              Use Assignment Rules to automatically route incidents, problems, change requests, releases, and service requests, to the right user or queue, reducing manual assignment. With rule-based assignment, use attributes from a record to evaluate against the predefined criteria and route the incoming request to a user or a queue.
            • Omnichannel Routing for IT Services
              Automate the distribution of all incoming IT work items, such as incidents, problems, and change requests, to the most suitable service representatives. Omnichannel Routing ensures that all IT issues – whether they come through email, chat, phone, or a self-service portal – are routed to the right IT reps based on their availability, workload, and specialized skills, thereby streamlining IT service delivery and minimizing delays.
             
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