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            Set Up Omnichannel Routing for IT Services

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            Set Up Omnichannel Routing for IT Services

            Set Up Omnichannel Routing by using a guided flow or configure the components manually to route IT service records to support reps.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            • Set Up Omnichannel Routing for IT Service Records with a Guided Flow
              Route IT Service records with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default IT services console app. This is the fastest way to set up Omnichannel routing for IT service records.
            • Configure Omnichannel Components Manually for IT Services
              Configure highly customized business requirements by configuring the Omni-channel components for your IT service records manually instead of using the guided flow. Follow these high-level steps to set up the necessary components, such as service channels, queues, and routing configurations, to direct work items to your support reps.
            • Add Omni-Channel Sidebar to Agentic IT Service Desk
              While an Omni-Channel utility bar is automatically added when you use the guided flow to set up Omni-Channel for incidents, problems, or changes, you can add an enhanced sidebar to the Agentic IT Service Desk app for your IT fulfillers. This gives them more real estate to manage their incoming workload.
            • Configure Advanced Omnichannel Routing for IT Services
              To get more advanced functionality for Omnichannel routing, use flows or skills-based routing.
             
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