To get more advanced functionality for Omnichannel routing, use flows or skills-based routing.
Required Editions
| Available in: Lightning Experience |
| Available in: Enterprise, Performance, and Unlimited Editions with Agentforce IT Service. |
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Use Omni-Channel flows to define routing rules and unify routing for all supported channels.
Flow-based routing uses Salesforce Flow to create custom, automated routing logic for incoming work items in IT Service. See Advanced Routing with Omni-Channel Flows.
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Use skills-based routing to route work to support reps based on their specific
skills.
Define the skills needed for a work item and then set up skills-based routing by using flows or routing rules. See Route Work Items to Skills.