---
schema_version: "1"
id: 5c1e65e78f0c1ab44496d29abe1b88065fd1ce33f0e52ab84fbd6ad94a331258
title: Schedule Work Items to Route at a Specific Date and Time
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/262-0-0/rn_omnichannel_schedule_work.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_omnichannel_schedule_work.htm&release=262.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: d86add86894c21600073a4088323582cce47af60306e72e3809f1c780fed921c
description: You can now set a specific date and time for work items to to be routed in the future instead of adding them immediately to the routing backlog. This change helps your teams manage callbacks and follow-ups by matching work with available reps only when the scheduled time passes. Supervisors can also track these scheduled items directly within the Command Center for Service backlog.
products:
  - Cross Cloud
release: "262"
---
# Schedule Work Items to Route at a Specific Date and Time

You can now set a specific date and time for work items to to be routed in the future instead of adding them immediately to the routing backlog. This change helps your teams manage callbacks and follow-ups by matching work with available reps only when the scheduled time passes. Supervisors can also track these scheduled items directly within the Command Center for Service backlog.

**Where:** This change applies to Lightning Experience in Professional, Enterprise, Performance, Unlimited, and Developer editions.

**How:** Open a flow in the Flow Builder. Add the **Route Work** action to the flow, and in the **Set Additional Input Values** section select the **Schedule work item routing** checkbox. Select the **Schedule a date and time** option and enter the date and time for the work item to be routed in the **Scheduled Date and Time field**. This field is available when routing to a queue, skill, or a specific rep. It automatically populates the scheduled time on the Pending Service Routing object. The field and value carry over to the agent work record.

![The Schedule work item routing option in Set Additional Input Values](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-release-notes-salesforce_release_notes-262-0-0-production-enus/e945111b-3e0a-4011-accc-d5949363bfcc/salesforce_release_notes/images/rn_omni-channel_scheduled_work.png)

#### See Also

- [_Salesforce Help_: Schedule Work Items for Future Routing](https://help.salesforce.com/s/articleView?id=service.omnichannel_schedule_work.htm&language=en_US)