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            Associate Routing Configurations and Service Reps with Queues

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            Associate Routing Configurations and Service Reps with Queues

            Queues are a classic element of Salesforce that help your teams manage leads, cases, contact requests, and custom objects. Omni-Channel supercharges your queues to be able to route work items to your service reps in real time. Service reps don’t have to select work items manually from queues because Omni-Channel routes work items to service reps automatically and in real time!

            Required Editions

            View supported editions.
            User Permissions Needed
            To set up Omni-Channel: Customize Application

            The work items in the queue are assigned the priority that you specified in the routing configuration that you created earlier. If your organization already uses them, you can reuse queues that are available in your organization. That way, you can route work items in real time to the service reps who are assigned to those queues.

            If your organization doesn’t use queues, create at least one queue to integrate with Omni-Channel. You can also create multiple queues to handle the different types of work items. For example, you might create one queue for incoming cases and another queue for incoming leads.

            Note
            Note Omni-Channel doesn't limit the number of queues that you can use. However, you can only modify (insert, update, or delete) up to 16 queues in a single batch.

            For routing to work correctly, assign each of your service reps to the queue from which they are receiving work items.

            1. In Setup, enter Queues in the Quick Find box, then select Queues.
            2. Create a queue or edit an existing one.
              Note
              Note Queue names can’t contain commas.
            3. In the Routing Configuration field, look up the routing configuration that you want to associate with the queue.
            4. In the Queue Members section, add service reps to the Selected Users field.
              These service reps will receive work items from this queue.
            5. Click Save.

            See Also

             
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