---
schema_version: "1"
id: 28189f034abcfd1956515ab913db3710627c549dc2caaf57693ce04fed12308c
title: Phase 5 — Configure Routing Essentials
collection: admin
version: current
locale: en-us
portal_url: https://docs.salesforce.com/admin/current/en-us/service/264-0-0/it_srvcs_day_1_configure_routing_essentials.md
canonical_url: https://help.salesforce.com/s/articleView?id=service.it_srvcs_day_1_configure_routing_essentials.htm&release=264.0.0&type=5
source_site: help.salesforce.com
content_type: documentation
content_hash: f30bca88b7160a8da8aa5f0c4cf54676c18968e8720fd42b36617e2e000ca9cb
description: "Outcome: Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records."
products:
  - Service Cloud
  - Agentforce IT Service
release: "264"
---
# Phase 5 — Configure Routing Essentials

**Outcome:** Work submitted by employees is automatically prioritized, routed to a queue, and visible to the right fulfiller. Field mappings reduce manual data entry across linked records.

**Owner:** System Admin (with Service Designer for routing intent)

1. Configure Automatic Priority Assignment
    
    Priority supports triage, SLA, and escalation decisions. Assignment rules determine the incident owner, while Omnichannel Routing distributes eligible queue-owned work when configured.
    
    1. From **Salesforce Go** → **Features** tab → filter by **Agentforce IT Service Solution**.
    2. On **Incident Management** → click **Get Started** or **Keep Going**.
    3. Next to **Configure Rules for Automatic Incident Priority**, click **Configure**.
    4. Turn on **Automatic Priority Assignment for IT Service**.
    5. Select a default priority.
    6. **Optional:** (Optional) Allow manual override by selecting **Set Priority Manually**.
    7. Define the urgency × impact priority matrix.
        
        Use the following matrix as an example. Adjust the values to match your organization’s impact, urgency, and priority definitions:
        
          
        | Urgency | Impact | Priority |
        | --- | --- | --- |
        | High | High | Critical |
        | High | Medium | High |
        | Medium | High | High |
        | Low | High | Moderate |
        | High | Low | Moderate |
        | Medium | Medium | Moderate |
        | Medium | Low | Low |
        | Low | Medium | Low |
        | Low | Low | Low |
    8. Click **Add More** to define additional combinations. Define a value for every combination — undefined cells fall back to the default and produce inconsistent triage.
    9. Save.
    10. Repeat for Problem Management and Change Management if those are in Day 1 scope.
2. Configure Field Mappings (Autofill)
    
    Review the field mappings required by the initial incident journey. Confirm that each mapping uses compatible source and target fields and applies to the intended record-creation path.
    
    For the procedure, see [Configure Field Mappings for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_field_mapping.htm&release=264.0.0&type=5 "Control how fields are populated and displayed when you create related IT service records.").
3. Confirm assignment rules and Omni-Channel routing
    
    Review and activate the assignment rule required for the pilot. Confirm that its criteria assign matching incidents to the intended user or queue. If the incident is assigned to a queue and Omnichannel Routing is in scope, confirm that at least one queue member is eligible and available to receive work.
    
    For more information, see [Set Up Assignment Rules for IT Services](https://help.salesforce.com/s/articleView?id=service.it_srvcs_setup_assignment_rules.htm&release=264.0.0&type=5 "Use the simplified setup flow to enable Assignment Rules for your organization. This process also enables and configures Context Service and Decision Table access which are required for assignment rules to function.").

**Validation**

- A test incident receives the priority expected from the configured impact-and-urgency matrix.
- The test incident is assigned to the intended user or queue. If the owner is a queue and Omnichannel Routing is configured, the incident is offered to an eligible fulfiller.
- When a Problem is spawned from an Incident, the field mappings carry the category/impact across.