November 2019
Intermediate to advanced
672 pages
13h 39m
English
Content preview from Salesforce Advanced Administrator Certification Guide
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Skill-based routing
Rather than sending work items to the first available user in a queue, skill-based routing matches the most expert user in terms of the characteristics of an incoming work item. Users should have the necessary skills to handle the item.
Having a skill is one of the key metrics of an agent's expertise and can be something such as language proficiency, product knowledge, certifications handled, or account history. Each skill can have a proficiency level from 0 (none) to 10 (maximum).
Skills are assigned to users via the Service Resource object and to work items via the Skill Requirements object. Matching the skill means matching the right agent. If we have multiple skills, the item is routed to an agent that handles all ...
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O’Reilly covers everything we've got, with content to help us build a world-class technology community, upgrade the capabilities and competencies of our teams, and improve overall team performance as well as their engagement.Julian F.
I wanted to learn C and C++, but it didn't click for me until I picked up an O'Reilly book. When I went on the O’Reilly platform, I was astonished to find all the books there, plus live events and sandboxes so you could play around with the technology.Addison B.
I’ve been on the O’Reilly platform for more than eight years. I use a couple of learning platforms, but I'm on O'Reilly more than anybody else. When you're there, you start learning. I'm never disappointed.Amir M.
I'm always learning. So when I got on to O'Reilly, I was like a kid in a candy store. There are playlists. There are answers. There's on-demand training. It's worth its weight in gold, in terms of what it allows me to do.