Utilice reglas de asignaciĆ³n y enrutamiento de OmniCanal para enrutar registros de forma eficiente a sus equipos de asistencia de TI y reducir el esfuerzo manual. Automatice el proceso de asignaciĆ³n de registros entrantes a la cola o los representantes correctos y mejore los tiempos de respuesta generales.
Ediciones necesarias
Disponible en: Lightning Experience
Disponible en: Ediciones Enterprise, Performance y Unlimited con Agentforce IT Service.
Reglas de asignaciĆ³n para servicios de TI Utilice Reglas de asignaciĆ³n para enrutar automĆ”ticamente incidentes, problemas, solicitudes de cambio, versiones y solicitudes de servicio al usuario o cola correctos, reduciendo la asignaciĆ³n manual. Con la asignaciĆ³n basada en reglas, utilice atributos de un registro para evaluar con respecto a los criterios predefinidos y enrutar la solicitud entrante a un usuario o una cola.
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