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Key Components of Omnichannel Routing for IT Services
Salesforce creates or uses several key components to deliver Omnichannel Routing. When you use a guided flow, we create some of these components automatically for you.
Required Editions
| Available in: Lightning Experience |
| Available in: Unlimited and Enterprise editions with Agentforce IT Service. |
Queues
Queues are groups of support reps that can be associated with specific types of incidents. For example, you can have a queue for critical incidents with specific IT fulfillers skilled in handling such requests.
Routing Configuration
A routing configuration determines how the work is assigned to support reps on the basis of the work item size, an agent's capacity, and the routing model. This is crucial for ensuring that reps are not overloaded and work is evenly distributed.
For example, with the Most Available routing model, incoming work items are routed to the service rep who has the most available capacity. This is determined by comparing the work item size to an agent's available capacity. See Create Routing Configurations for Your Queues.
Presence Status
Agents use predefined presence statuses to go online in the Omnichannel utility bar within their Agentic IT Service Desk app. The Available - Incident status, for example, makes an agent available specifically for incidents. Salesforce configures these presence statuses as part of the guided flow setup for incident.
- Available - Incident
- On Break
- Busy
Presence Configuration
Presence configurations determine how much work service reps can take on and the Omnichannel behaviors while they assist customers. You can use the default configuration or create multiple custom configurations for different groups of service reps who support different channels.
We also create an associated presence configuration when you use the guided flow to set up Omnichannel routing for Incident, Problem, and Change Request with the agent capacity chosen by you. You can also customize them further. See Create Presence Configurations.
Service Channels
Service channels let you turn nearly any Salesforce object, such as an incident, problem, or change request, into a work record. After you create service channels, you can associate them with queues, which determines how work items are routed to your support reps. When you enable Omnichannel in your organization using the guided flow, Salesforce creates a service channel if it doesn't already exist.
