Building blocks
- Presence Configuration — how many items an agent can hold, per channel weight
- Presence Status — Available, Busy, Away (drives routing eligibility)
- Service Channel — Case, Chat, Voice, Messaging, Lead
- Routing Configuration — algorithm + push timeout + overflow
The router matches work items to agents through Skills or Queues.
Queue-based vs. Skills-based
Start with Queues for simple ops. Move to Skills-based when:
- Product surface > 5 verticals
- Language > 1
- Certifications matter (partner tier, security clearance)
Skills-based routes on a skill requirement set built at work-item creation:
Case: subject="VPN not connecting", account.tier="Enterprise", locale="fr-FR"
Required Skills: [Networking (Advanced), French, Enterprise Support]
Routing timeout: 60s → widen skill match → 30s → overflow to Tier 2 queue
Einstein Case Classification & Routing
Trains on your closed cases and predicts fields on new ones:
Input: Subject + Description
Output: Case_Type__c (95% confidence)
Priority (78%)
Component__c (91%)
Wire predictions via Recommendation Strategy or a Record-Triggered Flow. Auto-apply above a confidence threshold; below, present as a suggestion to the agent.
Presence and capacity math
Presence Configuration assigns capacity weight. If capacity = 100 and:
Voice call: weight 100
Chat: weight 30
Case: weight 10
Email: weight 5
Then an agent on a live call cannot receive any other work — exactly right. An agent on 2 chats can still take 4 cases.
Voice with Service Cloud Voice
- Powered by Amazon Connect (default) or BYO Telephony
- Real-time transcript on the Voice record
- Einstein Conversation Insights for AHT + sentiment analysis
- Wrap-up work counts against capacity — configure post-call time
Bots as a first line
Einstein Bots (or Agentforce Service Agent) handle 30–50% of contacts end-to-end when scoped tightly:
Bot handles:
- Order status lookup
- Reset password (with MFA)
- Shipping address update
- Return start (creates Case, routes to human)
Escalate on: negative sentiment, VIP account, 3+ turns without resolution
SLA + Milestones
Entitlements + Milestones give you the SLA clock:
Entitlement: Premium Support
Milestone: First Response
Target: 1 business hour (from Case create)
Success: Case.LastResponseByAgent > MilestoneStart
Warning: 75% elapsed → notify supervisor
Violation: create escalation Task, notify VP Support
KPIs to instrument
- Average Speed of Answer (ASA)
- First Contact Resolution (FCR)
- Handled per Hour per FTE
- SLA Compliance % by entitlement
- Bot Deflection Rate
- CSAT tied to closed Cases
Dashboard them once; obsess over the trend line weekly.