Omni-Channel Skill Based Routing - Ideas - Salesforce Trailblazer Community
Trailblazer Community

All Ideas

Idea Details

Post an Idea
1,610  Points
Idea has been posted. Give it an upvote or downvote.

Omni-Channel Skill Based Routing

Not Categorized

Omni-Channel is a great step foreward allowing us to 'push' cases from different channels towards agents, based on their capacity/availability. What is still lacking is the ability to push cases towards agents based on their skill, and not only based on their capacity. 

Merge Idea · Flag

  • Upvotes
  • Downvotes



from AppExchange

Help us to keep IdeaExchange clean by pointing out overlapping ideas. We'll investigate your suggestion and merge the ideas if it makes sense.



Thanks for your merge suggestion. We will review it shortly and merge the ideas if applicable.

Salesforce takes abuse situations very seriously. Examples of abuse include but are not limited to posting of offensive language or fraudulent statements. To help us process your request as quickly as possible, please fill out the form below describing the situation. For privacy and security reasons, the final outcome of an abuse case may not be revealed to the person who reported it.


Thank you for your feedback. We take abuse seriously and will investigate this issue and take appropriate action.