How to Assign Automatic Cases by Skill from the Customer Service Management Center

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Posted on by CU27091603-0

I have cases that arrive by email to my entity CRM cases I want to assign that case automatically to the agents who must attend to it, create the skills and assign those skills to each agent

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Muhammad.Affan 4,624 Super User 2025 Season 2 on at

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Hi There,

You can use skills based routing to route cases based on the defined skills.

Refer this video:

https://www.youtube.com/watch?v=ReUJbqjApS4

Thanks

Affan

Please mark my answer as Verified.

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CU27091603-0 22 on at

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Thank you for your answer, do all the steps in the video but in the Edit assignment rule part I don't know how the assignment looks considering that I created a skill when I search for it it doesn't appear

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