In my project, they wanted to implement Advanced work assignment (AWA) for IT Requests and incidents, so they asked me to explore on it, and I need to provide a quick demo on that to the team.
I need some hands on for Skill based and last assigned routing method for incidents.
I saw few hands on the internet for chat with skill-based routing, but I wanted to know for incidents how we can implement skill based/last assigned routing methods.
If anyone aware of this, kindly let me know.
