When Omnichannel Routing is set up for IT services, incoming work items such as
incidents, problems, and change requests are automatically sent to the most suitable support
reps. The support rep can see the incoming request right in the Agentic IT Service Desk app
through the Omni-Channel inbox and choose to accept it.
Required Editions
Available in: Lightning Experience
Available in: Enterprise, Performance, and Unlimited
Editions with Agentforce IT Service.
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.
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