![]() ![]() For example, you can build conditions for a specific accountĪnd product or for a specific product and priority level. To identify case attributes, select a table that stores the task type (for example, theĬase table) and then use a condition builder to create one or more conditions that a case Matching rules are created using the Matching Suited to handle cases with these attributes. Identifies specific case attributes and another that identifies the agent resources best Matching rules are based on two defined sets of conditions, one that Including creating assignment rules, the assignment workbench and advanced work This video covers various aspects of configuration for routing and assignment Watch this five-minute video to learn about creating an assignment rule, the assignment MatchingRuleProcessor API to execute the matching rules and return a list of users Those cases to agents based on product knowledge and availability. The case routing feature uses matching rules andĪssignment rules to identify customer service cases that meet certain conditions and then routeĬreate one or more matching rules that establish specific conditions that aĬase must meet before it can be routed to an agent.
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