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Guided Setup Flow for Routing Cases with Omni-Channel
Get ready to route cases with Omni-Channel in Lightning Experience 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 Lightning Service Console app.
Required Editions
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The Omni-Channel setup flow is the fastest and easiest way to get up and running with case routing in Lightning Experience. When you complete the flow, Omni-Channel is ready to use in the default Lightning Service Console app. Cases are routed to your support service reps using your shiny new queue and routing configuration.
Where to Access the Setup Flow
This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting Service Setup. Service Setup isn't available in orgs created in Spring '26 or later.
In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click View All to see the full list. Service Setup isn't available in orgs created in Spring '26 or later.
Select the tile to launch the flow.
What Does This Flow Do?
In this setup flow, we walk you through:
- Enabling Omni-Channel
- Creating a queue to hold incoming cases until they’re routed to a service rep
- Creating a routing configuration and a presence configuration, which work in tandem to control your service reps’ workload and set the priority for work in your queue
- Selecting the users who can receive work requests
- Setting service rep capacity and the work item size for cases that come in through your new queue
We turn on several things in the background during the setup flow.
- Enable Omni-Channel
If it isn’t enabled already, we turn on Omni-Channel.
- Create a Service Channel for Cases
Service channels let you choose which objects you want to route in Omni-Channel. We create one for cases to get you started.
- Create Presence Statuses
Presence statuses are what service reps use to go online in Omni-Channel. We create three presence statuses for your service reps to use: Available-Case, On Break, and Busy. The Available-Case status makes the service rep available only to accept cases.
- Create and Assign a Permission Set with Presence Statuses Assigned to Users
To provide service reps access to the presence statuses that we create, we make a permission set that assigns those presence statuses to users selected in the setup flow. The permission set is called Omni Setup Flow (with the developer name Omni_Setup_Flow).
- Add the Omni-Channel Component to Your Console
We add the Omni-Channel component to the utility bar of the default Lightning Service Console app.
- What’s Next?
Learn where you can customize and view what you set up during the Omni-Channel setup flow.
