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To route a case to an agent with relevant skills to deal with the case, firstly create a workflow rule that assigns required skills to the case. Then you can use these skills in the Interaction Plans Architect to route the case to the best possible agent. For information on creating a workflow rule that sets required skills, see Updating a workflow rule to tag a case with required skills. For information on using skills in the Interaction Plans Architect, see Interaction Plans Architect.
To notify an agent when a case is assigned to them, create a workflow rule that sends an email to the case owner. For information on creating such a workflow rule, see Creating a workflow rule that notifies an agent when a case is assigned to them.
To override the case routing timeouts for different cases—for example, you might want to have different timeouts for different case owners or for different case types—add a field update action that overrides the timeouts to a workflow rule. For information on overriding the case routing timeouts, see Creating a field update that overrides routing timeouts.
- To change the case origin that appears in ContactPad, add a field update action that overrides the case origin to a workflow rule. For information on overriding the case origin, see Creating a field update that overrides the case origin.
To set the account that Vonage Contact Center uses to route cases if your Salesforce org is linked to multiple Vonage Contact Center accounts, create a workflow rule. For information on creating such a workflow rule, see Creating a workflow rule that sets the Vonage Contact Center account used to route cases.
To override the URL for Vonage Contact Center if your Salesforce org spans multiple Vonage Contact Center nodes, add a new node to your custom settings. For information on adding a new node, see Overriding the Vonage Contact Center node used to route cases.
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