---
schema_version: "1"
id: 6775d821153e68e8db0b4a295914e6adec16e5ff775ea4852cb636c7494e737d
title: Configure Advanced Omnichannel Routing for IT Services
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_advanced_omnirouting.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_advanced_omnirouting.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: 963e211ba4022f2ee827f375bf24976b675290dbc94ad998482b93a165ad02b8
description: To get more advanced functionality for Omnichannel routing, use flows or skills-based routing.
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Configure Advanced Omnichannel Routing for IT Services

To get more advanced functionality for Omnichannel routing, use flows or skills-based routing.

### 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;">Available in: Lightning Experience</td></tr><tr class=""><td class="slds-cell-wrap" style="vertical-align:top;">Available in: <strong>Enterprise</strong>, <strong>Performance</strong>, and <strong>Unlimited</strong> Editions with Agentforce IT Service.</td></tr></tbody></table>

1. 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](https://help.salesforce.com/s/articleView?id=service.omnichannel_flows.htm&type=5&language=en_US).
2. 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](https://help.salesforce.com/s/articleView?id=service.omnichannel_route_using_skills.htm&type=5&language=en_US).