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Automate Your Business Processes with Salesforce Flow
Route Approval Work Items with Omni-Channel

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Route Approval Work Items with Omni-Channel

To use Omni-Channel routing in Service with approval work items, you must have at least 1 queue associated with the Approval Work Item object. When you assign an approval step to that queue, members of the queue receive notifications via the Omni-Channel widget based on your routing logic. Unless you disable default email notifications for approval work items, queue members also receive email notifications.

Required Editions

View supported editions for Flow Approval Processes.
User Permissions Needed
To open, edit, or create a flow approval process in Flow Builder: Manage Flow
To complete assigned approval work items Run Flows

When you assign an approval step to a group or queue, each group or queue member receives an email notification by default. The email notification contains a link to the record where one of the members can complete the assigned work.

When a queue associated with the Approval Work Item object is assigned to an approval step, the approval work item owner is the queue.

  1. Set up Omni-Channel.
  2. Associate a queue with the Approval Work Item object.
  3. Assign an approval step to a queue associated with the Approval Work Item object.
 
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