Practices for Lesson 9

Practices for Lesson 9

Overview
In the practice exercise, you will create omnichannel routing rules for any Service Requests
assigned to a queue.

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2 Practices for Lesson 9

Practice 9-1: Enable Omnichannel Routing for your Queue

Goals
 Enable omnichannel routing for the Queue you created in a prior practice
 Confirm that Service Requests in your queue are automatically assigned to an
available resource when the resource has capacity.

Time
5 - 10 minutes

Overview
In this practice you will clear out your existing list of assigned SRs. You will enable omnichannel
routing for the queue you created in a prior practice, and then observe that a new SR from the
queue will be automatically routed to you.

Tasks
1. If necessary, sign in to the employee application using your assigned login.
2. Close any service requests that are assigned to you.
a. Navigate to Service > Service Requests.
b. Set List = My Open Service Requests.
c. If any are listed, for each drill down and set Status = Resolved and Save and Close.
3. Change the distribution of your queue from manual to automatic.
a. Navigate to Service > Queues.
b. In the Queues list, locate EC Queue nn, where nn is your student number.
You created this in a prior practice. Depending on the number of queues listed, you
may need to query for it.
c. Drill down on the queue.
d. Select Distribution = Automatic (Push).
e. Click Save and Close.
f. In the warning regarding manual assignment, click Save to dismiss it and save your
changes.
4. Create a new SR.
a. Navigate to Service > Service Requests.
b. Click Create Service Request.
c. Set:
Title EC Autoassign nn
where nn is your student number
Category EC Category nn
you created this in a previous practice

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Practices for Lesson 9 3

 d. Click Save and Close.
5. Verify that you are available for assignment.
a. In the upper right corner verify hover over the presence icon and verify you are
"Accepting new work assignments".

b. If you are not, click the icon to change your status to available.
6. Observe that the new SR has been assigned to you.
a. If necessary, click the Service Requests icon.
b. Refresh your view.
1) First set List = All Open Service Requests.
2) Then re-set List = My Open Service Requests again so that the list will be re-
generated and the view will be refreshed.
c. Notice that EC Autoassign nn, where nn is your student number, is listed.
d. Drill down on EC Autoassign nn.
e. Verify that Assigned To = <Your Assigned User>.
This occurred because you are the only available resource associated with the queue
you created.
f. Click Cancel to close the service request.

Note: Although you created another SR in a prior practice and it was assigned to the queue,
because you set up automatic assignment after that SR was already in the queue, you will
notice that it does not automatically get assigned to you. For SRs that were added to the queue
before automatic assignment was enabled, you must still manually assign them.

Copyright © 2017, Oracle and/or its affiliates. All rights reserved.

4 Practices for Lesson 9