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Optimize processes with skills-based routing

Skills-based routing to align support processes

Since Winter ’19 release, Salesforce implements skills based routing for non-voice channels.  At the moment of writing, Cases, Leads, Orders and Custom Objects may be used with skills based routing, as well as routing of incoming chat requests (in Beta).

Incoming or outgoing telephone calls are not part of this solution. Solutions like Amazon Connect ensure that incoming voice calls get routed to the correct skilled agent. It also ensures click-to-dial functionalities, for instance, from within Salesforce.

As there was no skills based routing in Salesforce before, one of the solutions was to use the communication platform to calculate and route incoming questions for all channels.  Cases created via an incoming email or via a webform would be immediately sent to the communication platform, where the appropriate routing decision would get taken.  This ensured that there was one single routing solution and that call center statistics could get managed via one platform.

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Compared to that solution, skills based routing provides similar and more functionalities and opportunities.  For instance, in the solution mentioned here above, it is not possible to route incoming chat requests via the communication platform.  With Salesforce skills based routing, this becomes possible.  And however this functionality is still in Beta, Enhance support process with skills-based routingit is clear that Salesforce will further enhance the skills based routing solution for chat and probably also other non-voice channels.

Why would you use skills-based routing

There may be different reasons for implementing skills based routing.  Here are a few possible reasons:

  • You want to get the best possible agent to answer incoming questions: Not everyone has the same level of knowledge about all topics, or speaks every language up to the same level.  So you may want to get the best possible agent to answer a question based on parameters that are important to you
  • You don’t want agents to pick the easy questions and leave the more difficult items for their colleagues: it is simply human nature trying to do the easy things first and leave the difficult things for later.  But in a support environment, this should obviously not happen.  Incoming questions should be handled by priority or first-in first-out.  So you may want to take more control over this.
  • You may want to get better utilization of agents: Use skills based routing to distribute work over different agents that have the same expertise.  Skills based routing may do that automatically for you.
  • Your agents work in different locations, but you would like them to behave as one big virtual support team: Configure your Salesforce implementation in such a way that work gets distributed to the correct agent, without the agents having to ask who is doing what.  By pushing the work to the best possible agent, people get their work assigned automatically and don’t have to check if an items is already taken care of.

Aligning your support processes by implementing Salesforce Omnichannel Skills-based Routing, ensures better service for your customers.  As the best possible agent gets selected automatically, your customers get better support.

This article describes why skills based routing is important.  More articles follow to describe how this configuration may get done for e-mails, web forms and chat requests, and we will also describe how Amazon Connect's functionalities - classic IVR and voice-assisted IVR - may get included in the support channel mix.

Are you interested in these functionalities?  Would you like to get more information?  Then schedule a call where we may discuss and demonstrate how this may work for your company!