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How to use workflow

Received Response
edited Jul 21, 2020 9:07PM in Agent Desktop 1 comment


Hello everyone

I have a big doubt when I need to use workflow and not business rules and workspace rules.

Example: I have 3 workspaces and not is the same agent that use this workspace. Profile 1 use Workspace 1, Profile 2 use Workspace 2, and Profile 3 use Workspace 3. And I need when a specific field has a specific value, this incident should be sent to another queue (workspace). So today I do it in the business rules.

It's the best practice or I should use the workflows? And if the business rules are the best practice in which case should I use workflows, only if the same agent/profile has to see more workspaces while working?

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