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            Configure Advanced Omnichannel Routing for IT Services

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            3. Agentforce IT Service

            Configure Advanced Omnichannel Routing for IT Services

            To get more advanced functionality for Omnichannel routing, use flows or skills-based routing.

            Required Editions

            Available in: Lightning Experience
            Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service.
            1. Use Omni-Channel flows to define routing rules and unify routing for all supported channels.
              Flow-based routing uses Salesforce Flow to create custom, automated routing logic for incoming work items in IT Service. See Advanced Routing with Omni-Channel Flows.
            2. Use skills-based routing to route work to support reps based on their specific skills.
              Define the skills needed for a work item and then set up skills-based routing by using flows or routing rules. See Route Work Items to Skills.
             
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            Salesforce Help | Article