---
schema_version: "1"
id: 02cf454c518be223872de5c5e80e9be05406a5b07dcbe096b0a2d5bb2b5b3cd7
title: Route Service Requests to the Right Reps by Using Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/release-notes/264-0-0/rn_it_service_svcreq_omnichannel.md
canonical_url: https://help.salesforce.com/s/articleView?id=release-notes.rn_it_service_svcreq_omnichannel.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 294eafa54fbaf5c32e1c4fa164445f59fad1ab33a76a666f27b58270ea3060eb
description: Reduce wait times by automatically routing service requests to the most suitable and available service reps. Each request reaches a rep with the right skills and capacity for faster resolution. Use the guided setup assistant to configure Omni-Channel for service requests in a few clicks. Define queues, add service representatives, and configure routing and presence settings easily.
products:
  - Cross Cloud
release: "264"
---
# Route Service Requests to the Right Reps by Using Omni-Channel

Reduce wait times by automatically routing service requests to the most suitable and available service reps. Each request reaches a rep with the right skills and capacity for faster resolution. Use the guided setup assistant to configure Omni-Channel for service requests in a few clicks. Define queues, add service representatives, and configure routing and presence settings easily.

**Where:** This change applies to Lightning Experience in Enterprise, Unlimited, and Developer editions. This feature requires IT Service Management with IT Asset Management or Employee Service.