Updating a workflow rule to tag a case with required skills

Unite (omni-channel routing) is deprecated

Unite (omni-channel routing) is now deprecated. To route cases, use Salesforce external routing.

For information, see Integration with Salesforce external routing in Vonage Contact Center omni-channel solution.

If you have Unite enabled for your Salesforce org, when Salesforce receives a message through a configured channel, Salesforce creates a new case. When Salesforce creates a new case, Vonage Contact Center routes the case to a route plan defined in Interaction Architect. For information on creating a workflow rule that routes cases to a route plan, see Creating a workflow rule that routes new cases. You can use this workflow rule also to set skills on a case that an agent must possess to adequately deal with the case.

You can also use a Skill Tagger applet to tag cases, or interactions, with required skills. For information about using the skill tagger to tag interactions, see Tagging interactions with a skill or skills.

To edit the new cases workflow rule to set required skills on a case, perform the following steps:

Go to the Administration Setup Page in Salesforce.
On the left-hand side of the Salesforce window, in the App Setup or Build section, expand Create and then Workflow and Approvals.
In the expanded list of items, click Workflow Rules. All Workflow Rules appears.
Click rule that you previously created. The rule appears.
In the Workflow Actions section, click Edit. Step 3: Specify Workflow Actions appears.
Click Add Workflow Action and then New Field Update. New Field Update appears.

To set required skills on the case, provide the following information:

Field	Description
Name	The name for the field update. For example, Set required skills.
Description	A description for the field update. For example, Set the skills that the case requires to ensure that the case is routed appropriately by the route plan.
Field to Update	The field to update. In the list, click Skills.
Specify New Field Value	The value to set the field to. Click Use a formula to set the new value. Type the names of the skills that the agents must have to adequately respond to this case. You can specify multiple skills, each separated by a comma. You can also set the number of seconds for which a skill is mandatory. For example: "Skill1" In this example, Skill1 is mandatory. An agent must have Skill1 to deal with the case. "Skill1:10" In this example, Skill1 is mandatory for 10 seconds. After 10 seconds, the case can be routed to an agent without Skill1. "Skill1,Skill2:0,Skill3:20" In this example, Skill1 is mandatory, Skill2 is optional, and Skill3 is mandatory for 20 seconds.

Click Save, click Done. New case created appears. To activate the workflow rule, click Activate. Now, when Salesforce creates a new case, Vonage Contact Center sets the required skills on the case and routes the case to the specified route plan in Interaction Architect.