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C4C ticket routing using territory

Hi experts,

Referring to the discussion C4C ticket routing , I tried to setup the territory for the routing rules.

When testing the service ticket, it didn't assign the ticket to the agent.

Below are the screenshots of the territory management setting.




Former Member
Former Member replied

Hi Raymond,

The idea of Territory routing is that you can automatically assign tickets to Territories.  All the agents in the Territory Team (i.e. those who "cover" that territory) will be able to see the ticket, e.g. using the standard query "Tickets in My Territories", and work on it.  Territory routing does not assign the ticket to any specific employee.



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