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            Create an Incident Queue

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            Create an Incident Queue

            Automatically route incidents to a specific queue.

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application
            1. In Setup, from the Quick Find box, enter Queues, and then select Queues.
            2. Click New.
            3. Enter a label and queue name.
            4. Select your Customer Service Incident Management routing configuration.
            5. Select Incident as the object.
            6. Add users with the Incident Omni-Channel permission set to the queue.
            7. Save your changes.

            After an incident is created, support reps can assign incidents to the Incident queue.

             
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            Salesforce Help | Article