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
- About omnichannel routing with unified agent status
- Turning on omnichannel routing
- Understanding omnichannel routing ticket queuing and assignment
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
- Recipe: Adding comments and notes to tickets using triggers
- Workflow: Using skills in omnichannel routing to overflow calls to other agents
- Workflow: Using skills to route calls to specific agents
- Workflow recipe: Displaying ticket age in views