Loading
Salesforce now sends email only from verified domains. Read More
Automate Your Business Processes
Table of Contents
Filter by (0)Add
Select Filters

          No results
          No results
          Here are some search tips

          Check the spelling of your keywords.
          Use more general search terms.
          Select fewer filters to broaden your search.

            Search all of Salesforce Help
            Search all of Salesforce Help
            Route Orchestration Work Items with Omni-Channel

            You are here:

            1. Salesforce Help
            2. Docs
            3. Automate Your Business Processes

            Route Orchestration Work Items with Omni-Channel

            To use Omni-Channel routing in Service Cloud with orchestration work items, you must have at least one queue associated with the Orchestration Work Item. When you assign an interactive 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 work items, queue members also receive email notifications.

            Required Editions

            View supported editions for Flow Orchestration.
            User Permissions Needed
            To open, edit, or create an orchestration in Flow Builder: Manage Flow
            To complete assigned work and resume a paused orchestration Run Flows

            When you assign an interactive 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 Orchestration Work Item object is assigned to an interactive step, the work item owner is the queue.

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

            See Also

             
            Loading
            Salesforce Help | Article