We delve deeper into our case solution requirements as we discuss the various ways that cases can be created, and who may be submitting these cases.
In this lecture, we create several different case queues to handle different types of cases.
In this lecture, we create a new Case Assignment rule and set it to active. We then create several different evaluation criteria. Finally, we test out the assignment rules through different scenarios to be sure that everything is firing and assigning correctly. I also cover how to set the case as...
We revisit how to enable OmniChannel and discuss the functionality and purpose behind this tool that pushes cases to your agents, inside the Service Console.
