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Choose Your Routing Strategy
Selecting the optimal routing strategy is vital for efficiently managing your service reps and their workload. Review this topic to learn about the different routing strategies that Salesforce supports.
Required Editions
| View supported editions. |
Choose one of these routing strategies to route work from your service channels.
| Routing Strategy | description |
|---|---|
| Omni-Channel Unified Routing | Omni-Channel Unified Routing streamlines your operations. It handles routing from all service channels, except Bring Your Own Channel for CCaaS. It manages all rep capacity and status directly within Salesforce Omni-Channel. This approach eliminates the need for synchronization with external systems so you get a stable and consistent experience for your customers, reps, and supervisors. For more information, see Route Calls with Omni-Channel Unified Routing. |
| External Routing | With External Routing, Omni-Channel delegates routing to a third-party provider, such as a telephony or CCaaS provider. To integrate third-party routing with Omni-Channel using Salesforce standard APIs and streaming APIs, see External Routing for Omni-Channel. |
| Blended Routing | Blended Routing involves routing from both Salesforce Omni-Channel and a partner provider, such as Amazon Connect. Omni-Channel manages most channels, while the partner provider manages the rest. This strategy requires synchronizing rep statuses and capacities across both systems. Because of the dual routing engines, it’s more challenging to set up and blend channels. |
To learn about other differences among these routing strategies, see Knowledge Article: Routing Guidance: Choosing the Right Strategy.
Unless you’ve made significant investment in another routing strategy, we recommend that you use Omni-Channel Unified Routing. It provides a centralized, stable, and efficient environment for managing service channels and service rep work. You can route work to reps with specific skills, specific reps, and queues consistently across all service channels. Supervisors can monitor all service channels and listen in on conversations from Command Center for Service. Rep capacity and statuses are maintained solely in Omni-Channel, which eliminates the need for synchronization between two systems. This setup also streamlines the reporting process. Salesforce provides prepackaged rep performance and activity reports.
