Skills routing based on the Language

[Manohar Reddy]

Hi Team,

I have a requirement that if a Customer is creating a case then that case should be routed based on the Customer language.

Ex: The Customer has selected English, Japanese, Chinese as his language and create a case then that Case should be routed automatically to the Assignee whose selected his language as the same(English, Japanese, Chinese).

Can anyone assist me on how to achieve this. Thankyou

[Musab Rasheed]

Hello,

Check these out

https://www.servicenow.com/community/it-service-management-forum/routing-the-chat-based-on-the-agent...

https://docs.servicenow.com/bundle/rome-servicenow-platform/page/product/skills-management/concept/s...

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0792664

[Prithvi Y]

Hello,

Here is a demo on how this could be achieved - https://youtu.be/jeN3PW6Fd0A?t=1395

Thanks,

Prithvi

[Alex Coope - SN]

@Manohar Reddy,

So in the Tokyo release, we introduced a "Language Detection" feature for Cases, that can be used with AWA to achieve this. The information on how to set it up is available here,

Many thanks,
kind regards