Using objects and rules
Business rules
- Triggers resources
- Triggers recipes reference
- Automations resources and recipes
- About the data importer
- About triggers and how they work
Routing
- Routing options for incoming tickets
- Omnichannel routing resources
- Managing omnichannel routing queues
- Creating additional omnichannel routing queues
- About omnichannel routing
Custom data
- Custom object resources
- Understanding custom objects
- Planning your custom objects workflow
- Activating custom objects
- Creating custom objects to integrate with custom data
Workflow best practices and recipes
- Workflow recipes reference
- Best practices: Using omnichannel routing to achieve first reply time SLAs
- Workflow: Using queues in omnichannel routing to overflow calls to other groups
- Recipe: Adding comments and notes to tickets using triggers
- Workflow: Using skills in omnichannel routing to overflow calls to other agents