Support for rule-based classification using attributes and related entities


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Enabled for Public preview Early access General availability
Admins, makers, marketers, or analysts, automatically - - Apr 10, 2021

Business value

Incoming service requests don't always have sufficient information included to route the work item correctly. Classification rules allow organizations to update the work item with details like skills, issue, severity, support center, and language.

Feature details

Classification rules configured at the workstream level help ensure that the work item has all the required information to be assigned to the best-suited agent. Classification rules to update work item attributes and attach skills to the work item can be done manually or automatically, via machine learning. Create conditions to define rules based on multiple entity attributes.

See also

Configure work classification rulesets (docs)