---
schema_version: "1"
id: 33b29f7f4c3a9bbac767e29d9af44b8aa3eb72b407fbe967d2930e849fd3cc59
title: Set Up Routing Configuration for Incidents
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/incident_mgmt_setup_routing.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.incident_mgmt_setup_routing.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f79c3db213f54cc6f9e8ffa0b7f77e98b0a135ddf1a1537d4681e384e6fe1a3a
description: Route support reps to an incident.
products:
  - Service Cloud
release: "264"
---
# Set Up Routing Configuration for Incidents

Route support reps to an incident.

### 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>

1. In Setup, from the Quick Find box, enter Routing, and then select **Routing Configurations**.
    
    ![Routing Configuration page](https://sf-zdocs-cdn-prod.zoominsoftware.com/tdta-service-support-264-0-0-production-enus/dd14551c-a772-4db6-9a1d-d84df8df2980/support/images/incident_management/incident_mgmt_routing_config.png)
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.