Speed up and streamline the authorization approval process by automating workflows with
routing configurations. Use Omni-Channel to quickly route cases to the correct users so that
they can review authorization requests on time.
Required Editions
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Available in: Lightning Experience
Available in: Enterprise and Unlimited Editions with Health
Cloud
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With the flexible and customizable nature of Omni-Channel, you can manage your users’
capacity to perform authorization request reviews. Use queues or skills to define which users
review which type of requests.
Route Work to Queues
Distribute the workload among a team of users by defining queues. Queue members can jump in
to take ownership of any record in a queue. For example, you can define one queue of admin
reviewers to review initial requests, and another queue to review extension requests.
Set up rules to automate assignment of cases to different queues. You can use Business
Rules Engine components to define complex business rules for automated case routing.
Route Work to a Skill
Enhance the authorization request flow by automatically assigning requests of a particular
type to the most qualified user with the required skills.
