Automate Case Routing with Omni-Channel

With the flexible and customizable nature of Omni-Channel, you can manage your users’ capacity to perform authorization request reviews. Use queues or skills to define which users review which type of requests.

Route work to queues

Distribute the workload among a team of users by defining queues. Queue members can jump in to take ownership of any record in a queue. For example, you can define one queue of admin reviewers to review initial requests, and another queue to review extension requests.

Set up rules to automate assignment of cases to different queues. You can use Business Rules Engine components to define complex business rules for automated case routing.

Route work to a skill

Enhance the authorization request flow by automatically assigning requests of a particular type to the most qualified user with the required skills.