What needs to be done first to route and distribute IoT Alerts in Omnichannel for Customer Service?

To route and distribute IoT Alerts in Omnichannel for Customer Service, enabling the entity for Queues is the essential initial step. This process allows the IoT Alert entity to be handled in the context of queues, which is fundamental for effective distribution and management of alerts. By enabling the entity for Queues, it integrates seamlessly with the system's routing mechanisms.

Once the entity is configured to support queues, you can create routing rule sets and work streams that leverage this configuration, ensuring that alerts are directed to the appropriate teams or individuals.

Without enabling the entity for Queues first, other critical processes like setting up routing rules or work streams cannot be effectively implemented, since the alerts wouldn’t be organized in a way that the system can interact with them properly. Thus, this step is foundational for establishing a comprehensive routing strategy for IoT Alerts.