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            Create Routing Configurations for Your Queues

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            Create Routing Configurations for Your Queues

            Routing configurations determine how work items are routed to service reps. Use them to prioritize the relative importance and size of work items from your queues. That way, the most important work items are handled accordingly, and work is evenly distributed to your service reps. To start routing work items to service reps, create routing configurations and assign them to queues.

            Required Editions

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

            Create a routing configuration for each service channel in your organization. After you create routing configurations, associate them with queues so your service reps can receive work after you set up Omni-Channel.

            Note
            Note You can route different work items in the same org using queue-based routing, skills-based routing, or both.

            If you enable skills-based routing rules on a routing configuration and assign the routing configuration to a queue, the queue's membership no longer applies to routing. Work is routed to available service reps with the right skills. If no skills are assigned to a work item, the work is routed to any available service rep in your org.

            1. From Setup in Salesforce Classic, enter Routing in the Quick Find box, select Routing Configurations, then click New.
            2. Specify the settings for your routing configuration.
              Tip
              Tip To route calls with an Omni-Channel flow, ensure that the routing model for the routing configuration is set to External Routing.
            3. Click Save.

            See Also

             
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