Ursa Major Solar provides support with service-level agreements (SLAs) for high-priority cases. Lower Priority cases have different response times…

Secondary Routing Priority allows Omni-Channel to prioritize work items within a queue based on a field on the work record, such as the 'Priority' field on a Case. By configuring a secondary routing priority, high-priority cases are moved to the top of the queue, ensuring they are assigned to the next available agent before lower-priority cases. This directly addresses the problem of high-priority cases exceeding their service-level agreement (SLA) deadlines by ensuring they are handled with the appropriate urgency.

A. Skills-Based Routing: This feature matches work items to agents with the required skills but does not inherently prioritize work based on urgency or SLA deadlines.

B. Capacity Model: This defines an agent's workload capacity to prevent them from being assigned too many items at once. It manages agent availability, not the priority of items in the queue.

1. Salesforce Help, Set Up Secondary Routing Priority for Your Queues: "You can prioritize work items in a queue based on a field on the object. For example, you can prioritize cases based on the Priority field so that High priority cases are routed to agents before Medium or Low priority cases." This directly supports using Secondary Routing Priority to handle high-priority cases first.

2. Salesforce Help, Route Work with Omni-Channel: This document outlines different routing configurations. In the section "How Does Omni-Channel Prioritize Work?", it explains, "Work is prioritized first by the queue it’s assigned to, and then by how long the work item has been waiting. You can also set a secondary routing priority for cases and leads in a queue." This confirms the mechanism for prioritizing specific cases.

3. Salesforce Help, Skills-Based Routing: "Skills-based routing looks at the skills required to complete a work item and matches these to the skills that are assigned to an agent." This reference clarifies that skills-based routing is for matching expertise, not for managing urgency.