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Tags for Routing in HR Helpdesk Next Gen

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Using Tags for Routing in HR Helpdesk Next Gen

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I read in the doc that you can use tags for routing. However, I am missing some information here, since it is not defined more precisely in the documentation. Can someone help me?


1. is it possible to define standard tags? If so, where are they entered?

2. are the tags selected by the agent or by the primary contact in the HR helpdesk?

3. where can I find the field in the standard? On which screen?

4. does anyone have experience with routing via tags? 


kind regards

Pamela

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