Route Incidents to the Right Team with Omni-Channel

Before you set up Omni-Channel for incidents, enable Omni-Channel. If you want to set up skills-based routing rules for incidents, enable Skills-Based Routing.

1. Create an Incident Channel
   Route incidents to support reps via Omni-Channel.
2. Set Up an Incident Presence Status
   Let support reps assigned to the Incident channel mark themselves as available to resolve incidents.
3. Create an Incident Queue
   Automatically route incidents to a specific queue.
4. Create an Incident Skill for Skill-Based Routing
   Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.
5. Set Up Routing Configuration for Incidents
   Route support reps to an incident.