You are here:
Route Work with Omni-Channel
Use Omni-Channel to route work items to queues, support reps, skills, and even Einstein Bots (on supported channels). Depending on your business needs, you can use different ways to route work, including Omni-Channel flows.
Required Editions
| View supported editions. |
Omni-Channel routes work based on the defined routing logic. When a support rep is assigned a work item, they can accept it to begin working on it or decline it. When a work item is declined, Omni-Channel releases the rep’s capacity consumed by the work item. But the declined work item remains owned by the declining rep until the work is routed again. If the rep declines a work item or doesn’t accept the work item in the specified time period, Omni-Channel doesn’t try to route that work item to that rep again.
If a rep accepts the work, they can transfer the work to another rep.
- Understand the Details of the Routing Lifecycle
When you dig more deeply into Omni-Channel and the routing process, there are two particular objects that are worth understanding better: PendingServiceRouting (PSR) and AgentWork. - Choose Your Routing Strategy
Selecting the optimal routing strategy is vital for efficiently managing your service reps and their workload. Review this topic to learn about the different routing strategies that Salesforce supports. - Choose Your Routing Destination
Do data models make your heart skip a beat? Want to understand the ins and outs of how Omni-Channel routes work items to your support reps? Then we have a treat for you. Omni-Channel pushes work items to the right rep at the right time so that your support team can efficiently help customers with their problems. Depending on your business needs, route work to service reps, skills, queues, AI agents, or bots. - Configure Your Routing Rules
You can use these ways to route work. - Prioritize with Interruptible Capacity
When service reps handle both time-sensitive and long-running work, Omni-Channel can route time-critical work items so that customers receive faster response times. Define less pressing work items as interruptible so that Omni-Channel can route more urgent work to service reps right away. - Set Up Work Reassignment
To enable reps and supervisors to reassign routable Salesforce standard and custom objects, like cases, add the Reassign action to the object page layout. - Routing Work When the Omni-Channel Routing Service Is Unavailable
If the Omni-Channel routing service becomes unavailable and fails to route work to support reps, you have options to address this situation. You can wait for Salesforce to resolve the issue or implement a temporary solution.
