Support for rule-based classification using attributes and related entities
Important
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| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Admins, makers, marketers, or analysts, automatically | - | - | 
Apr 10, 2021 |
Business value
Incoming service requests don't always have sufficient information included to route the work item correctly. Classification rules allow organizations to update the work item with details like skills, issue, severity, support center, and language.
Feature details
Classification rules configured at the workstream level help ensure that the work item has all the required information to be assigned to the best-suited agent. Classification rules to update work item attributes and attach skills to the work item can be done manually or automatically, via machine learning. Create conditions to define rules based on multiple entity attributes.