Zero to Skills-based Routing A Code-free Approach

Summary

Nandini, an engineer from Salesforce, introduces Omni-Channel and Skills-Based Routing in Service Cloud. She explains how to set up a code-free, efficient routing system that matches work to the most capable agents based on their skills. The presentation covers the transition from queue-based to skills-based routing, utilizing flows and a new attribute-based routing setup for simple organizations. A live demo illustrates the ease of assigning skills to agents and routing cases without traditional coding efforts.

Takeaways

• 😀 Nandini, an engineer at Salesforce, introduces a no-code approach to skill-based routing in the Service Cloud.
• 🔍 Omni-channel routing is designed to direct tasks to the most capable agents, offering flexibility in work distribution and channel management.
• 📈 Traditional queue-based routing can become cumbersome with the addition of new products or languages, necessitating the creation of numerous queues.
• 🆕 Skill-based routing simplifies this process by assigning skills to both agents and work, allowing Omni-channel to intelligently match tasks with the right agents.
• 🛠️ Salesforce has released new tools that reduce the need for complex Apex code, enabling simpler setup flows for skill-based routing.
• 📝 For small organizations, attribute-based routing can be set up with minimal effort through a setup flow, while larger contact centers can utilize flows and the invoker action for more complex routing needs.
• 🔧 The process involves creating pending service routing for objects, assigning skills, and updating the routing to reflect these assignments.
• 💻 A demo illustrates how to enable skill-based routing, create skills, assign them to agents, and set up routing rules using either flows or attribute-based routing.
• 🔑 The use of invocable actions within flows automates the routing process, handling the creation of pending service routing, skill requirements, and updates.
• 📉 Attribute-based routing offers a user interface for setting up routing rules based on attributes like case category and reason, suitable for simpler organizational needs.
• 🔄 Skill-based routing also facilitates the transfer of work between agents with different skill sets, enhancing the flexibility of task distribution.

Q & A

What is the main topic of Nandini's presentation?

The main topic of Nandini's presentation is implementing skills-based routing in Salesforce's Service Cloud with minimal or no code.

What is Omni-Channel in Salesforce?

Omni-Channel in Salesforce allows for routing work to agents who are most capable for that type of work, across various channels, and provides a supervisor tool for an overall view of the health of a contact center.

What was the traditional approach to routing in Omni-Channel before skills-based routing?

The traditional approach to routing in Omni-Channel was queue-based routing, which involved setting up numerous queues based on different combinations of products and languages.

How does skills-based routing differ from queue-based routing?

Skills-based routing assigns skills to agents and work, and Omni-Channel takes care of the rest, routing the work to the appropriate agents based on their skills, rather than using a complex system of queues.

What are the benefits of using skills-based routing over queue-based routing?

Skills-based routing simplifies the routing process, reduces the need for creating numerous queues, and allows for more flexibility and scalability as new products or languages are added.

What is the purpose of the 'Pending Service Routing' in skills-based routing?

The 'Pending Service Routing' is used in skills-based routing to manage the process of assigning skills to cases and updating the routing status so that Omni-Channel knows when to route the work.

How can organizations set up skills-based routing without coding?

Organizations can set up skills-based routing without coding by using attribute-based routing for simple scenarios or by using flows and the invocable action for more complex routing needs.

What is an 'invocable action' in the context of skills-based routing?

An 'invocable action' is a feature in Salesforce flows that automates the steps of creating pending service routing, assigning skill requirements, and updating pending service routing for skills-based routing.

Can you explain the concept of 'Service Resources' in the context of skills-based routing?

Service Resources are used to assign skills to agents in skills-based routing. They need to be active and of the type 'agent' for Omni-Channel to recognize them as eligible for work routing.

How does the 'Attribute Based Routing' differ from using flows for skills-based routing?

Attribute Based Routing is a simpler, UI-based method for setting up skills-based routing that does not require flows or coding. It is suitable for organizations with straightforward routing needs and does not support complex conditions or 'and' scenarios.

What is the 'Skills Backlog' and how is it used in skills-based routing?

The 'Skills Backlog' is a feature that allows agents to see the work available for their specific skills. It helps in tracking and managing the distribution of work based on agent proficiency and availability.