How an Incident Record Moves Through Omnichannel Routing

Incident Reported

An IT incident is reported through any channel and key details, such as subject, description, urgency, impact, and priority are captured.

Queue Assignment

After an incident is created, it is routed to a queue through one of these methods:

• Rule-Based Assignment: Assignment rules integrate with Omnichannel to automatically route incidents to the right user or queue based on the criteria you define. See Assignment Rules for Agentic IT Services.
• Agent-Based Assignment: Agentforce analyzes the incident's details against similar past incidents to find the right queue for it. See Assign Incidents Automatically to the Right Queue with Einstein.
• Privilege-Based Assignment: A standard flow template routes an incident to a specific queue or user when the employee who reported it has a service management privilege, such as VIP. See Prioritize Incidents for Employees with Privileges.
• Manual Assignment: A user manually assigns a record to a queue by changing the owner of the record to a specific queue.

Agent Assignment

Since Omnichannel Routing is set up, after the incident is assigned to a queue, Salesforce routes it to the most suitable support rep through their Omni-Channel inbox. The IT rep receives a notification for the incoming incident and they can accept it from their Omni-Channel inbox to start working on it.