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

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Route Orchestration Work Items with Omni-Channel

To use Omni-Channel routing in Service 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

 
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