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Set Up Routing Configuration for Incidents

Route support reps to an incident.

Required Editions

  1. In Setup, from the Quick Find box, enter Routing, and then select Routing Configurations.
    Routing Configuration page
  2. Click New.
  3. Enter a routing configuration name and developer name.
  4. Add a user with the Omni-Channel Incident permission set as the overflow assignee.
  5. Set your routing priority. For example, to prioritize an incident over a case, set routing configuration for incidents to 1 and cases to 2.
  6. Select your incident routing model.
  7. Enter the amount of time that a support rep has to accept the work.
  8. Optional: If using skills-based routing, select Use with Skills-Based Routing Rules, and select your Incident skill.
  9. Determine the capacity requirement for the incident.
  10. Save your changes.