Phase 5 — Configure Routing Essentials

Outcome: Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records.

1. Configure Automatic Priority Assignment

   Priority supports triage, SLA, and escalation decisions. Assignment rules determine the incident owner, while Omnichannel Routing distributes eligible queue-owned work when configured.

   1. From Salesforce Go → Features tab → filter by Agentforce IT Service Solution.
   2. On Incident Management → click Get Started or Keep Going.
   3. Next to Configure Rules for Automatic Incident Priority, click Configure.
   4. Turn on Automatic Priority Assignment for IT Service.
   5. Select a default priority.
   6. Optional: (Optional) Allow manual override by selecting Set Priority Manually.
   7. Define the urgency × impact priority matrix.

      Use the following matrix as an example. Adjust the values to match your organization’s impact, urgency, and priority definitions:

      Urgency	Impact	Priority
      High	High	Critical
      High	Medium	High
      Medium	High	High
      Low	High	Moderate
      High	Low	Moderate
      Medium	Medium	Moderate
      Medium	Low	Low
      Low	Medium	Low
      Low	Low	Low

   8. Click Add More to define additional combinations. Define a value for every combination — undefined cells fall back to the default and produce inconsistent triage.
   9. Save.
   10. Repeat for Problem Management and Change Management if those are in Day 1 scope.
2. Configure Field Mappings (Autofill)

   Review the field mappings required by the initial incident journey. Confirm that each mapping uses compatible source and target fields and applies to the intended record-creation path.

   For the procedure, see Configure Field Mappings for IT Services.

3. Confirm assignment rules and Omni-Channel routing

   Review and activate the assignment rule required for the pilot. Confirm that its criteria assign matching incidents to the intended user or queue. If the incident is assigned to a queue and Omnichannel Routing is in scope, confirm that at least one queue member is eligible and available to receive work.

   For more information, see Set Up Assignment Rules for IT Services.