Salesforce Asked by Danielle B on February 3, 2021
I am not an apex expert so I will need your help to get through this!
We want to setup the omnichannel Skills-Based Routing and if I understood well, if I want to route work items (=cases) based on skills I need to create an apex class and trigger it with a process builder (for example). Here’s the article: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_define_apex_action_class.htm&type=5
There is a part in the apex code that I need to understand:
static String getSkillId(String caseDescription) {
String skillName = 'English';
if (caseDescription != null) {
if (caseDescription.contains('Spanish')) {
skillName = 'Spanish';
}
else if (caseDescription.contains('French')) {
skillName = 'French';
}
}
Does this part should reflect the Skills-Based Routing Rules that I set ? In my case, my rule is also based on language, for example, if the case custom field "Account_Country_skill__c" = DE then the case needs to be routed to the agent with the DE skills. Should I replace CaseDescription with my custom field ? If yes, how should I do it ?
Thank you!
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