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Low ‘First Time Resolution’ reflects metrics clearly indicates high complexity of the issue or support agents lacks understanding of production/support task knowledge to answer customers query. Ideally, we need to provide more training to staff and in addition, if such complex issue arises in future, it should be routed to subject matter expert customer agent. This can bring a big difference to customer satisfaction. Skills-based routing looks at the skills required to complete a work item (requested skills) and matches these skills to the skills that are assigned to the agent (agent’s skills). Omni-Channel routes the work to the first agent who has all requested skills and who is available (that is, has the capacity to take the work item). Agents can transfer a work item to another skill. For example, if an agent accepts a case but realizes that she doesn’t have the right skills, she can specify the required skills and transfer the case. The case is transferred to an agent who possesses at least all the required skills. Therefore, Skills-based routing is the right answer. Let’s look at the other options: IVR (interactive voice response) inquiries without agent involvement” helps the customer to reach out to the right department (and additionally authenticates user) to reduce interaction time with the agent. In simple words, Workforce Management is a planning tool, helps to ensure agents are available to manage the forecasted business peaks. Workforce Management for Salesforce fills this gap by integrating to the Salesforce ACD (Automated call distribution) and Case Management system, so that help desks can create accurate forecasts and schedules. The telephony platform comprises of phone switch or PBX (Private Brand Exchange, basically your phone system), ACD (Automatic Call Distribution System) and IVR (Interactive Voice Response). ***** Detailed Explanation: Understanding the concept with an example. ***** Step 1: Enable skill-based routing under Omni-Channel settings Step 2: You need to set up the skills – associate users and profiles There are a couple of additional steps involved, which are provided under the below link. Link: https://help.salesforce.com/articleView?id=omnichannel_skills_based_routing_setup.htm&type=5