---
schema_version: "1"
id: 1e601eb47e5569ef70f09c5f26268f3096467a96a99d8c1aaa27193147a4e2d7
title: Route Incidents to the Right Team with Omni-Channel
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_route_incidents.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_route_incidents.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: cb8358b500d9c2901367f686c2b53f3a7291d0a937343a35844fa79cbc28e6d9
description: When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel.
products:
  - Service Cloud
release: "264"
---
# Route Incidents to the Right Team with Omni-Channel

When an incident occurs, route the incident to the right team with queue-based or skill-based routing in Omni-Channel.

### Required Editions

<table class="slds-table slds-table_bordered slds-max-medium-table_stacked slds-m-bottom_small edition"><colgroup><col></colgroup><tbody><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;"><a href="https://help.salesforce.com/s/articleView?id=service.service_editions_reference.htm&amp;language=en_US" target="_blank">View supported editions</a>.</td></tr></tbody></table>

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.

1. **[Create an Incident Channel](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_incident_channel.htm&release=264.0.0&type=5)**  
    Route incidents to support reps via Omni-Channel.
2. **[Set Up an Incident Presence Status](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_presence_status.htm&release=264.0.0&type=5)**  
    Let support reps assigned to the Incident channel mark themselves as available to resolve incidents.
3. **[Create an Incident Queue](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_queue.htm&release=264.0.0&type=5)**  
    Automatically route incidents to a specific queue.
4. **[Create an Incident Skill for Skill-Based Routing](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_create_skill.htm&release=264.0.0&type=5)**  
    Transfer incidents to support reps based on skills so that a support rep with the right skills can resolve the incident.
5. **[Set Up Routing Configuration for Incidents](https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_routing.htm&release=264.0.0&type=5)**  
    Route support reps to an incident.