In this lecture, we create our first Routing Configuration for our OmniChannel implementation. This Routing Configuration is for Email Routing. Once we have created the Routing Configuration, we then revisit the Email Queue and associate it with this new Routing Configuration.
We had previously created a Presence Status in OmniChannel for our LiveAgent lectures. We revisit the Presence Status in order to create a new one for our Email case routing.
In this lecture we create a permission set to grant agents access to the presence status we previously created.
In this lecture we add Omni-Channel to the Service Console footer. I then demonstrate the intelligent routing of cases using OmniChannel by setting my Status Presence to Online and then creating a new case that I subsequently accept.
