--- schema_version: "1" id: 842601a880a2a0c56d978ac70564624d4e52463fab006859b85e43c8b52cd05a title: Guided Setup Flow for Routing Cases with Omni-Channel collection: admin version: current locale: en-us portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/console_lex_service_setup_omnichannel.md canonical_url: https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel.htm&release=264.0.0&type=5 source_site: help.salesforce.com content_type: documentation content_hash: 538dcd80b63dec0ca06f81853f3e8059b101f988fb7f423cff257f9c49290e51 description: Get ready to route cases with Omni-Channel in Lightning Experience with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default Lightning Service Console app. products: - Service Cloud release: "264" --- # Guided Setup Flow for Routing Cases with Omni-Channel Get ready to route cases with Omni-Channel in Lightning Experience with a quick guided setup flow. Create a queue and routing configuration, select your support service reps, and add the Omni-Channel component to your default Lightning Service Console app. ### Required Editions
View supported editions.
The Omni-Channel setup flow is the fastest and easiest way to get up and running with case routing in Lightning Experience. When you complete the flow, Omni-Channel is ready to use in the default Lightning Service Console app. Cases are routed to your support service reps using your shiny new queue and routing configuration. ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note This setup flow sets up queue-based routing for Omni-Channel, not skills-based routing. You must set up skills-based routing manually. ## Where to Access the Setup Flow This flow is available from Service Setup in Lightning Experience. You can get to Service Setup by clicking the gear icon and selecting **Service Setup**. Service Setup isn't available in orgs created in Spring '26 or later. In Service Setup, you can find recommended setup flows, content, and tips based on what you’ve set up already. If you don’t see the setup flow you’re looking for, you can click **View All** to see the full list. Service Setup isn't available in orgs created in Spring '26 or later. Select the tile to launch the flow. ## What Does This Flow Do? In this setup flow, we walk you through: - Enabling Omni-Channel - Creating a queue to hold incoming cases until they’re routed to a service rep - Creating a routing configuration and a presence configuration, which work in tandem to control your service reps’ workload and set the priority for work in your queue - Selecting the users who can receive work requests - Setting service rep capacity and the work item size for cases that come in through your new queue ![Note](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/images/icon_note.png) Note We name a few of these objects for you. The presence configuration name is based on what you entered as the name for the group of service reps you created. If you didn’t have a routing configuration already, we gave it the same name as your queue. You can change these names in your Omni-Channel settings in Setup. We turn on several things in the background during the setup flow. Enable Omni-Channel If it isn’t enabled already, we turn on Omni-Channel. Create a Service Channel for Cases Service channels let you choose which objects you want to route in Omni-Channel. We create one for cases to get you started. Create Presence Statuses Presence statuses are what service reps use to go online in Omni-Channel. We create three presence statuses for your service reps to use: Available-Case, On Break, and Busy. The Available-Case status makes the service rep available only to accept cases. Create and Assign a Permission Set with Presence Statuses Assigned to Users To provide service reps access to the presence statuses that we create, we make a permission set that assigns those presence statuses to users selected in the setup flow. The permission set is called Omni Setup Flow (with the developer name Omni\_Setup\_Flow). Add the Omni-Channel Component to Your Console We add the Omni-Channel component to the utility bar of the default Lightning Service Console app. - **[What’s Next?](https://help.salesforce.com/s/articleView?id=service.console_lex_service_setup_omnichannel_whats_next.htm&release=264.0.0&type=5)** Learn where you can customize and view what you set up during the Omni-Channel setup flow. #### See Also - [Omni-Channel Component for Lightning Console Apps](https://help.salesforce.com/articleView?id=console_lex_custom_utilities_omnichannel.htm&language=en_US)