Case Study: Implementing Skill-Based Routing in Salesforce Omnichannel

Background

A healthcare organization needed an efficient and scalable method to manage the routing of CM (Care Management)cases across multiple locations.Their goal was to automatically assign cases to the most appropriate and available agents based on predefined skills and avoid building complex automation flows.

Challenge

The organization faced the challenge of ensuring that cases were routed to:

• Agents who had specific knowledge  of a given location
• Registered nurses (RNs) who  handle CM cases
• The most available agent among  the qualified ones

Manually routing cases or relying on a single queue without skill-matching led to delays, inefficiencies, and incorrect assignments.

Solution: Skill-Based Routing with Salesforce Omnichannel

To meet the requirements, the team implemented Skill-Based Routing usingSalesforce Omnichannel, leveraging built-in routing capabilities and eliminating the need for custom Flows.

Key Components Implemented

1. Omnichannel Configuration
2. Service Channel: Defined for the Case object
3. Presence Configuration: Assigned to CM agent profiles
4. Presence Status: "Available for CM  Cases"
5. Routing Configuration: Prioritized based on agent   availability
6. Queue Configuration: Centralized intake through CM_Queue
7. Skills-Based Routing   Configuration: Matched cases using agent and case attributes
8. Skill Assignments: Assigned based on Location and CM   role

Skills-Based Routing Metadata

<?xml version="1.0" encoding="UTF-8"?>
<SkillsBasedRoutingxmlns="http://soap.sforce.com/2006/04/metadata">
   <routingModel>MostAvailable</routingModel>
   <routingPriority>1</routingPriority>
   <skills>
       <skill>Location_Name</skill>
       <skill>CM</skill>
   </skills>
   <routingConfiguration>
       <matchingRule>
           <field>Location__c</field>
          <operation>Equals</operation>
           <value>{!$Agent.Location__c}</value>
       </matchingRule>
   </routingConfiguration>
</SkillsBasedRouting>

Routing Configuration Metadata

<?xml version="1.0" encoding="UTF-8"?>
<OmniChannelRoutingConfig xmlns="http://soap.sforce.com/2006/04/metadata">
   <capacity>5</capacity>
   <declineReasons>Busy with another case,Not qualified for this location</declineReasons>
  <enableRoutingToMostAvailable>true</enableRoutingToMostAvailable>
   <label>CM Routing Configuration</label>
   <routingModel>MostAvailable</routingModel>
   <routingPriority>1</routingPriority>
</OmniChannelRoutingConfig>

Implementation Steps

1. Enabled Omnichannel in Salesforce
2. Created Skill records for each Location and for the CM role
3. Assigned skills to agents based  on their location and role
4. Configured Presence  Configuration and Presence Status
5. Set up Service Channel, Routing   Config, and Queue

Results

• Automated routing of CM cases based on skill and  availability
• Reduced workload imbalance across agents
• Increased accuracy in assigning cases to agents  familiar with the patient’s location
• Improved agent productivity and patient response times
• No need for custom automation  flows, reducing technical debt

Lessons Learned

• Clearly defining skill  granularity is key to proper case routing
• Regular audits of skill  assignments help maintain system accuracy
• Visibility into routing logs aids  in fine-tuning agent availability settings

Conclusion

Skill-Based Routing using Salesforce Omnichannel allowed the health care organization to streamline and scale their CM case assignment process. By leveraging Salesforce-native features, they were able to provide a faster, more accurate, and efficient service to their patients while minimizing manual intervention and system complexity.

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