Dear Friends,

I am currently facing a scenario in Salesforce for which I am seeking the optimal solution.

ABC Credit Union provides support to its customers located in over 20 countries. There are 100 Service Cloud users based in India who handle customer inquiries received through the Email channel. To manage these inquiries, we have implemented Email-to-Case, Omnichannel, and skill-based routing.

We've introduced a custom field on the Case object to capture the Customer Jurisdiction (e.g., US, IND, UK, AUS, etc.), and we've also added new Picklist values to the standard Case Type field (such as Trade, Ebanking, Mandate, etc.), which now has around 20 Picklist values.

Currently, for each value of Jurisdiction and Case Type, we have created specific skills. For example, if there are 20 Jurisdictions and 20 Case Types, we have created 40 skills. Consequently, an agent like Jack, who handles cases for Jurisdictions US and IND and Case Types Trade and EBanking, has been assigned four skills (US, IND, Trade, and EBanking).

However, there has been a last-minute change in requirements. Business Analysts (BAs) have modified the arrangement. Now, in the Indian jurisdiction, Jack should only support Trade cases, and for the US jurisdiction, he should handle EBanking case types.

Due to the way skill-based routing operates, Jack is currently receiving cases for both India (IND) and EBanking. We are seeking your advice on the best approach to address this requirement.

One proposed solution is to create new skills such as 'US_Trade,' 'US_Ebanking,' 'IND_Trade,' and 'IND_Ebanking.' We would then remove Jack's existing skills and assign him the new skills of 'IND_Trade' and 'US_Ebanking.'

It's worth noting that the number of countries and case types may increase in the future, and there could be additional fields introduced, like Case Sub Type, which may impact how cases are routed to agents.