When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel. Required Editions View supported editions. Before you set up Omni-Channel for incidents, enable Omni-Channel. If you want to set up skills-based routing rules for incidents, enable Skills-Based Routing. Create an Incident ChannelRoute incidents to support reps via Omni-Channel. Set Up an Incident Presence StatusLet support reps assigned to the Incident channel mark themselves as available to resolve incidents. Create an Incident QueueAutomatically route incidents to a specific queue. Create an Incident Skill for Skill-Based RoutingTransfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident. Set Up Routing Configuration for IncidentsRoute support reps to an incident.
When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel. Required Editions View supported editions. Before you set up Omni-Channel for incidents, enable Omni-Channel. If you want to set up skills-based routing rules for incidents, enable Skills-Based Routing. Create an Incident ChannelRoute incidents to support reps via Omni-Channel. Set Up an Incident Presence StatusLet support reps assigned to the Incident channel mark themselves as available to resolve incidents. Create an Incident QueueAutomatically route incidents to a specific queue. Create an Incident Skill for Skill-Based RoutingTransfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident. Set Up Routing Configuration for IncidentsRoute support reps to an incident.
