Automatically route incidents to a specific queue.
Required Editions
| View supported editions. |
| User Permissions Needed | |
|---|---|
| To set up Omni-Channel: | Customize Application |
- In Setup, from the Quick Find box, enter Queues, and then select Queues.
- Click New.
- Enter a label and queue name.
- Select your Customer Service Incident Management routing configuration.
- Select Incident as the object.
- Add users with the Incident Omni-Channel permission set to the queue.
- Save your changes.
After an incident is created, support reps can assign incidents to the Incident queue.