---
schema_version: "1"
id: 7dc51a784aeea7b4e0731daa4ded7e0e055a3fc0e35d391af1c23df6f32f25e6
title: Automate Case Routing with Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/ind/264-0-0/admin_utilization_management_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=ind.admin_utilization_management_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 225990ac1c0e7cbf03647e4d2683ae4ae1f27227de9001540b5fc090cfdf1a15
description: 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.
products:
  - Health
release: "264"
---
# Automate Case Routing with Omni-Channel

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

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition">
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            <p>Available in: Lightning Experience</p>
            <p style="margin-bottom:0;">Available in: <strong>Enterprise</strong> and <strong>Unlimited</strong> Editions with Health
              Cloud</p>
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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.

#### See Also

- [_Salesforce Help_: Set Up Routing](https://help.salesforce.com/s/articleView?id=sf.support_routing_automation.htm&language=en_US)