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How to route SR to queue based on Account object attributes

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edited Dec 6, 2019 5:42PM in B2B Service 1 comment

Summary

Need to know if it is possible to use other object attribute in SR queue routing

Content

Currently Engagement Cloud Service allows you to configure queue routing only based on the SR object fields. Is it possible to expose additional objects, for example Account, in the rules creator so that I can route to an SR queue based on a custom field in the account object? If so, how? For example, route to SR queue XYZ based on Account type.

Version

19C

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