3697627 - Routing Capabilities for CTI and Communication Channels in SAP Sales and Service Cloud Version 2

• Business stakeholders or implementation partners require clarification on how the routing of inbound communications—specifically Phone Calls, Chat, SMS, and Social Media—is managed.
• A common inquiry is whether SAP Sales and Service Cloud Version 2 can:
  • Perform Skill-Based Routing (SBR) or Automatic Call Distribution (ACD).
  • Define internal Routing Rules to assign interactions to specific agents or queues.
  • Manage the "Ready/Not Ready" presence status to control inbound traffic flow.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0 

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