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Topic

    Mohana Gopal Selvam
    Advanced routing - Incident assignmentAnswered
    Topic posted July 22, 2016 by Mohana Gopal SelvamSilver Crown: 22,500+ Points 
    314 Views, 6 Comments
    Title:
    Advanced routing - Incident assignment
    Content:

    Hi Gurus,

    Can we use Advanced routing for Incident? Advanced routing topic is available under chat section. Please clarify.

    Thanks,

    Mohan

    Best Comment

    Phil Franklin

    From the Feb 2017 release, advanced routing for Incidents is now available and is configured in a similar way to advanced routing for Chat. See the February 2017 documentation

    Comment

     

    • Carl Elliott

      No the skill based routing is only available for chat.

       

    • Mohana Gopal Selvam

      Thanks Carl. Do we need to pay any additional cost/ license for Advanced routing?

      Thanks,

      Mohan

    • Carl Elliott

      No the advance routing for chat comes with the product. 

    • Erica (Leep) Anderson

      Hi Mohana,

      Just wanted to chime in here...as Carl said, advanced routing for incidents isn't available OOTB at this time, but Product Management is  be interested in seeing what the Community's interest and support is for this enhancement request. We encourage you to add this idea to the Idea Lab and share the idea link here too. Check out the idea submission guidelines here.

      Also wanted to clarify there is a separate cost for advanced routing for chat. If you are interested in this functionality, please contact your account executive.

      Thanks,
      Erica, Community Manager

    • Phil Franklin

      From the Feb 2017 release, advanced routing for Incidents is now available and is configured in a similar way to advanced routing for Chat. See the February 2017 documentation

    • Brian L.
      Phil Franklin said:

      From the Feb 2017 release, advanced routing for Incidents is now available and is configured in a similar way to advanced routing for Chat. See the February 2017 documentation

      View original

      This is great news!